Industry Solutions
Software and Online Services
Over 300 software and online services companies around the globe use RightNow® to provide superior experiences to their customers and subscribers, while saving on operational costs.
You face the challenges of serving, educating, and understanding the needs of your customers every day—all while trying to reduce costs and improve the customer experience to keep a fast-growing customer base happy. If this sounds familiar, we can help.
The RightNow On Demand Customer Experience Management Solution
RightNow’s customer experience management software solution helps provide the very best customer experiences. Our self-learning knowledge base optimizes all interactions by automatically incorporating previous customer interactions from all communication channels. With RightNow, organizations can deliver personalized customer self-service and support and targeted marketing communications to gain a competitive edge and keep customers happy.Electronic Arts Provides Exceptional Service To Millions
Business for Electronic Arts was booming. Millions of global customers were bombarding the call center with questions about everything from game rules to sound card configurations. They needed a solution, and they found RightNow. Gamers can now access the knowledge base from within their video games—so they get on-the-spot answers to questions with little impact on their gaming experience or Electronic Arts' contact center. Electronic Arts' customer service organization has been able to support continued growth and global market dominance—while reducing support costs. In fact, over the past two years they have successfully handled both a 60 percent increase in incident volume and a 20 percent budget cut, while still delivering first-class support. Based on their use of RightNow's on demand customer experience management software, Electronic Arts won the Gartner CRM Excellence Award in 2007 for demonstrating excellence in their customer relationship management initiatives.RightNow—A Great Match For eHarmony
eHarmony had been using other customer experience management software before turning to RightNow, but as membership skyrocketed and quality-of-experience objectives were raised, they quickly outgrew the old solution. They needed something more scalable, something that could provide complete, integrated functionality to support their long-term growth. They also wanted the best customer experience management solution for online self-service and more sophisticated reporting. With the RightNow on demand ustomer experience management solution, eHarmony quickly built an effective knowledge foundation of nearly 400 answers that customers could search by keyword, topic, or natural language query. Within a few months, this easy-to-use self-service resource produced a 30 percent reduction in email volume.RightNow’s On Demand Customer Experience Management Solution Allows Software And Online Services Companies To:
- Dramatically reduce growing phone and email inquiries with customer self-service
- Improve customer loyalty and customer retention
- Identify and leverage high-value customers
- Increase operational efficiencies and reduce costs
- Drive revenue
Related Information
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Case Study: Electronic Arts
Electronic Arts relies on RightNow to cost-efficiently support global growth and brand dominance.
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White Paper: Sony ROI Review
Examine the ROI in the Sony / RightNow relationship.
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Video: CBS Interactive Video
Watch this video to hear how CBS Interactive maintains a 95 percent customer retention rate with great customer experiences.
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Video: eHarmony Video
RightNow and eHarmony, a perfect match.
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Flash Demo: RightNow Contact Center Flash Demo
View this contact center flash demo to learn how our on demand contact center solution provides powerful capabilities to help you engage proactively and efficiently with your customers.
Greg Gianforte