Customer Experience Strategies
What does winning service look like?
CBS Interactive, the web’s eighth most popular destination, gets an award-winning slam-dunk in their handling of the NCAA basketball tournament, among other things, with the help of the RightNow customer relationship management software.
From March Madness on demand to the famous “wardrobe malfunction” during Super Bowl XXXVIII, CBS Interactive (CBSI) gets its share of spikes, both seasonal and unexpected. But it is all just a part of the media business, according to Robert Monteiro, senior manager of product integration for CBSI’s online services—and a part of the business they obviously have a good handle on. CBSI recently won the 2009 CRM Service Elite Award. Here’s a play-by-play of why they won, and the results they’re achieving with the help of teammate, RightNow.
96% Web Self-Service Rate
Web self-service is the most valuable player for CBSI, boasting a 96 percent self-service rate. When CBSI was undergoing enormous growth by way of multiple acquisitions, they had a choice to make. They could either hire more people for that one to one relationship through email and phone calls, or they could put technology out in front to help the customer where and when they wanted to be helped. They chose the right customer experience management software partner, and never looked back.
92% Retention Rate For “Premium Paid Products”
CBSI listens and gets coaching from their customers, which keeps them loyal. Using surveys and feedback, CBSI collects information directly from customers and delivers relevant experiences. They attribute the success of their product development and customer retention in part to this capability. Monteiro says that “all ears are open” to the contact center with the realization that they really do have a finger on what the customers are looking for, what they need, and what they’d like to see in the future.
On Demand Customer Experience Management Software Scores Big Points
CBSI initially deployed the RightNow customer experience management software on premise, but as they grew, they wanted to be more scalable to serve the increasing numbers of customers visiting their sites and needing assistance. Not only did the transition go smoothly and appear “virtually seamless” to their customers, CBSI noticed the benefits of the RightNow customer experience management software right away. In fact, their costs fell from transactions ranging up to 6 dollars, to an average of 6 cents per transaction. You can’t argue with those stats.
Related Information
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White Paper: Pains and Gains: How Self-Service in Fantasy Sports Added Muscle to CBS Interactive
By having a quality product in an emerging market, CBS Interactive was rapidly outgrowing their support staff.
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Webcast On Demand: eService Best Practices Demo
See RightNow’s eService solution in action from both the end user and the service agent’s perspective.
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Article: I need to enable web self-service
Stop the deluge of email and phone calls to your contact center with web self-service.
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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: Outservicing the Competition with RightNow CX Video
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