Overview
Great customer care is a critical business requirement in the competitive world of online retailing. After all, it only takes one bad experience to lose a customer for life. Consistently positive customer experiences, on the other hand, keep buyers coming back. Also, online retailers can’t provide the kind of personal in-store experience that brick-and-mortar retailers can. So it’s even more important for them to make the most of every customer service interaction.That’s why online retail leader and RightNow client Overstock.com embraces RightNow as its strategic customer care solution. With RightNow, Overstock.com can respond to its customers quickly, effectively, and efficiently whether those interactions take place on the phone, through email, or via the web. Overstock.com also gains greater insight from all of those interactions—so managers across the company can make smarter, more customer-driven decisions every day.
Empirical evidence for the wisdom of Overstock.com’s decision abounds. Before implementing RightNow, Overstock.com did not even appear on the National Retail Federation’s list of the 150 highest-rated companies for customer service. After implementing RightNow, the company skyrocketed to fourth highest—and has held that position. Overstock.com also received the 2008 Gartner and 1to1 Award, and the 2009 1to1 Customer Champion Award.
Greg Gianforte