Solve Your Problem
I Need To Do More With Less
We hear you. Many of our clients have had the same dilemma; they needed to deliver a superior customer experience and reduce operational costs. RightNow’s integrated, multi-channel call center solutions are designed to help you do both. In fact, we believe so passionately in solving this problem that our CEO wrote a book about it, Eight to Great: Eight Steps to Delivering an Exceptional Customer Experience. Feel free to check out the Eight Steps to Superior Customer Experiences, but in the meantime, here’s the skinny: RightNow’s Customer Experience Management products lower your costs, increase your agent’s productivity, and provide a better customer experience in a number of ways. Typically, these benefits begin through the deployment of an effective self-service and email management strategy.
Many RightNow clients see phone calls and inbound emails reduced by over 40 percent. Just think of the impact on your call center. Also by reducing the volume of inquiries that is flooding your call center, you can focus your support agents on the customers that really need the help. Reduced costs and better service, it’s a win-win for you and your customers.
Here’s An Example
RightNow client Overstock.com conservatively estimates it saves more than $1 million per month from contact center cost reductions alone. Overstock.com has reduced operational costs and improved their customer experience with RightNow. In fact, the overall impact of RightNow’s advanced web self-service technology is significant for Overstock.com.
First, large numbers of customers are able to immediately get the answers they need 24 hours a day. Second, because of these successful self-service experiences, customers keep returning to the website when they have questions. So, the percentage of customer issues resolved through immediate online self-service continues to grow over time. Third, this growing volume of self-service resolutions saves Overstock.com more and more money every month.
Every time a customer uses web self-service instead of calling or emailing the contact center, Overstock.com saves approximately $6.38 per interaction. Before implementing RightNow, they did not even appear on the National Retail Federation’s list of the 150 highest-rated companies for customer service. After implementing RightNow, they skyrocketed to fourth highest, and have held that position.
“RightNow has completely transformed the way Overstock.com interacts with customers by enabling us to understand and resolve issues with the least amount of time and effort,” according to Stormy Simon, senior VP of customer care and branding. “The result is happier, more loyal customers, significantly lower contact center costs, and a vastly more scalable business model.”
Here's The Solution
To provide a great customer experience, and do with less, you have to get information to your customers in ways that are convenient for them, and cost effective for you. RightNow gives you the tools to let your customers help themselves while also empowering your front-line staff. Our customer experience management system includes web self-service, email management, live chat, ivr, cloud monitoring, and other call center applications, so your agents and customers can more easily work together to solve problems. You’ll have greater insight into customer interactions, your customers will be better served, and you’ll save money.
Related Information
Scan the items below for the information you want next. You can place any of these items in your Briefcase, or click the link to read it immediately.
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Customer Experience Blog
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Summit 09 Europe
Posted 2009-11-05 Read Blog
Jason Mittelstaedt,
Chief Marketing Officer
RightNow Technologies
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