Consumer Electronics / Hardware

Some companies simply stand out. They find ways to manage costs that are completely transparent to the customer. In fact, they continue to “wow” their customers and create industry buzz. Often, RightNow is there helping make it happen. We help Black & Decker save thousands in product returns. Nikon drives customer satisfaction scores above 95 percent with RightNow. And we facilitate iRobot’s integration of service, order entry, and other processes to cut agent handle times and errors.

Financial Services

Customers are more demanding, more selective, and have more choice as to where to take their business than ever before. How do you keep their business while at the same time controlling costs? RightNow can help. For instance, with RightNow, Navy Federal Credit Union is able to answer almost 50percent of the 35,000 e-messages it receives every month without any human intervention. Customers are thrilled to get answers fast and contact center costs are down keeping the budget in check.

Gaming / Entertainment  

Companies in the Gaming and Entertainment industry are in the business of making customers happy. So it’s a natural fit for these organizations to turn to RightNow, the expert in customer experience, to find ways to better serve their customers while controlling costs. With RightNow, Electronic Arts (EA) was able to handle a 50 percent increase in support incidents despite a 10 percent budget cut, and Sony Online Entertainment (SOE) improved contact center agent productivity by 40 percent.

Government

The pressure is on to deliver a more transparent, participatory and collaborative government, and RightNow is helping our clients meet this challenge. With RightNow, Army Training Help Desk’s customer satisfaction jumped to 75 percent. We helped the State of Colorado Department of Revenue reduce call center and email volumes by 45 percent, saving the department more than $5 million and getting constituents the answers they need faster.

Higher Education

Institutions of higher learning face quite a dilemma when it comes to better serving students, alumni, faculty, and staff while often dealing with funding cuts at the same time. That’s why many Colleges and Universities turn to RightNow. We helped Distance Minnesota grow enrollment by 18 percent, 30 percent and 85 percent respectively over the last three years. The University of Houston is another great example. They achieved a 1,117% return on their RightNow investment through workload reductions alone.

Retail / Consumer Goods

RightNow clients like drugstore.com and Clorox continue to raise the customer experience bar and distance themselves from the competition with laser focus on the customer. drugstore.com learned that its customers love to chat–in fact, drugstore.com gained a 25 percent sales conversion rate with customers using RightNow Chat. Clorox connected with its customers on the web with an online community that helps with innovation and new business identification.

Software / Online Services

Software and online services customers have extremely high expectations. They’re technology savvy and of course they expect the ultimate customer experience delivered online. At RightNow, we love to help our clients meet these demands. With RightNow, 40 percent of RealNetworks customers resolve their issues online without ever reaching an agent. Our client, eHarmony tripled their retention rate for trial offers, and we help Adobe serve 30,000+ members with an online community.

Telecommunications 

Customer experience demands are intense in the Telecommunications industry. With phenomenal growth in mobile use and the fast pace of technology evolution in this space, many providers turn to RightNow for customer experience solutions. Our client Motorola deployed RightNow CX in 28 languages and achieved outsourcer independence. Virgin Mobile was able to reduce average calls per subscriber by 60 percent with a smart implementation of RightNow.

Travel / Hospitality 

Leaders in travel and hospitality know that great customer experiences are key to not only surviving but thriving in this business. RightNow gladly steps up to help our clients meet this challenge. Our client Trainline.com increased the number of new registrations and increased repeat customer spending. With help from RightNow, New York MTA dropped its email response times by 80-90 percent vastly improving the customer experience.