Overview
The root of a great customer experience is knowledge. So, to build a brand known for uncommonly superior customer experiences, drugstore.com started with knowledge. Using RightNow’s self-learning knowledge foundation, RightNow client drugstore.com was able to create a knowledge base that addressed the most common or routine consumer requests, such as shipping policies or how to renew expired prescriptions.
By giving customers access to information on the website, and empowering them to help themselves, drugstore.com was able to reduce incoming email by more than 30 percent. This translates into substantial cost savings. It also uses RightNow Voice to help consumers track their orders without agent assistance. They simply call into the drugstore.com 800 number, say their order number, and immediately get accurate and consistent information on whether their order has been shipped and when they can expect it to be delivered.
Not only can consumers find answers for themselves online, they can also send email or submit questions through the website. With RightNow, drugstore.com is able to manage a high volume of incoming email requests while providing each customer with an exceptional and tailored experience. Using RightNow contact center software, it tracks the progress of every email through the support organization. And with automatic attribute-based routing, email gets to the right agent at the right time. drugstore.com also uses RightNow SmartAssistant to scan message content then automatically suggest relevant knowledge base content to the customer—reducing the number of emails that require agent response
Greg Gianforte