RightNow Helps Leading Retailers Support Their Brands With Exceptional Customer Experiences

Published on May 8, 2007 in Computer Software, Technology


Cabela’s, Drugstore.com, Hallmark.com, Sharper Image, Snapfish, The Right Start and Ulta Use RightNow To Increase Customer Loyalty and Drive Sales

Bozeman, Mont (May 08, 2007) – Many of the world’s leading retailers use RightNow® Technologies (NASDAQ: RNOW) on demand customer relationship management (CRM) solutions to cost effectively acquire new customers, build loyalty and drive sales. Today RightNow marked a milestone, launching its third vertical offering with RightNow Retail. The new solution is based on the company’s extensive experience with retailers such as Cabela’s, The RightStart and Drugstore.com.

Founded in 1961, Cabela’s is a $2 billion specialty retailer of hunting, fishing, camping and outdoor merchandise. Cabela’s has built its brand on exemplary customer care, BusinessWeek ranked the company in it list of Top 25 Customer Service Elite-making it one of only two retailers (the other being Nordstrom’s) to be honored. RightNow plays a key role in helping Cabela’s provide customers with distinctive and personal service, by enabling the retailer to quickly and effectively engage with customers via the Web, email, phone or chat. “With RightNow, we can better serve our customers,” said Cabela’s vice president of customer relations Ron Spath. “For a company that values customer service above all, those capabilities are indispensable – especially as use of online channels continues to grow.”

The Right Start, a specialty retailer of juvenile products for infants and young children, uses RightNow to connect with customers and prospects and drive traffic to their brick-and-mortar stores. With RightNow, The Right Start saw a 20 percent improvement in in-store promotions because of segmented and tailored email messages. RightNow also helped The Right Start better understand and engage with its customers. “With RightNow, I let my customers tell me whether they want an email or our catalog in their mailbox,” said Hope Neiman, senior vice president of marketing at The Right Start. “But that is just the beginning; we have a very granular opt-in strategy that ensures our customers only receive information relevant to their interests. We’ve found this approach to be hugely successful.”

drugstore.com inc., a leading online retailer of health, beauty, vision and pharmacy products, uses RightNow to provide its shoppers with exceptional customer experiences. “Our highly educated, tech-savvy customers have a very strong preference to help themselves,” said Ron Kelly, senior director of operations for drugstore.com, inc. “With RightNow we make each customer’s self-service experience highly satisfying.” By providing shoppers with accurate and easy-to-access information, drugstore.com is able to enhance customer satisfaction and loyalty, support the tech-savvy image of its world-class brand, and improve the efficiency of its contact center operations.

Shoppers communicate with retailers in a variety of ways across multiple touch points. Whether they walk into a store, go online, call a service agent or read a catalogue, they expect the same exceptional experience and service every time. RightNow optimizes customer satisfaction and contact center productivity by letting retailers maintain a single “conversation” with the customer, whether that conversation is via phone, Web, email, chat, or in person.

For more information about RightNow Retail join the May 23 Web cast, 8 Steps To Ensure Exceptional Shopper Experiences

Source: RightNow

Leave a Reply