Major Retailers Rely on RightNow On Demand CRM to Help Deliver Award-Winning Customer Service

Published on September 16, 2008 in Computer Software, Technology

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RightNow Recognized as #1 Provider for Customer Service in Internet Retailer 2008 Top 500 Guide

Bozeman, Mont (September 16, 2008) – Many of the world’s leading retailers rely on RightNow┬« Technologies’ (NASDAQ: RNOW) on demand customer relationship management (CRM) solutions to help them exceed consumer expectations across all customer care channels.
RightNow’s Retail Honors

o Last week at the Gartner CRM Summit, Overstock.com won the Gartner & 1to1 Customer User’s Choice Award, which is given to the company that most clearly demonstrates an unrivaled level of excellence in delivering the customer experience. Other RightNow retail customers to win awards include Marktplaats (a division of eBay), Nikon and eHarmony.com.

o After implementing RightNow, Overstock.com was ranked as the fourth highest retailer nationwide by the National Retail Federation (NRF) in customer service–one year after not making the top 150.

o Consumer Goods Technology recently recognized The Right Start as a 2008 visionary for its customer marketing programs.

o Shaklee was selected as one of only three finalists for the Gartner North American 2007 CRM Excellence Award with another RightNow client, Electronic Arts, receiving top honors.

o RightNow was recently recognized as the #1 provider for Customer Service in the Internet Retailer 2008 Top 500 Guide.
RightNow Retail Customers See Great Results

o Overstock.com, an online retailer offering discount, brand-name merchandise, embraces RightNow as its strategic customer care solution. With RightNow, Overstock.com can respond to its customers quickly and efficiently on the phone, through email, or via the web. Overstock.com has realized improvements in first call resolution, NetPromoter score, agent productivity, and self-service rates. The company estimates $1 million in savings per month from contact center reductions alone.

o Over the course of half a century, Shaklee has grown into the largest natural nutrition company in the U.S. by building a quality brand and growing a direct-sales business model. With help from RightNow, Shaklee maintains strong consumer relationships by delivering a consistently positive experience across online and traditional customer touch-points.

o The Right Start, a specialty retailer of juvenile products for infants and young children, uses RightNow to connect with customers and prospects to drive traffic to its brick-and-mortar stores. With RightNow, The Right Start saw a 20 percent improvement in in-store promotions. RightNow also helped The Right Start to better understand and engage with consumers and drive bottom line business growth.

With the RightNow on demand CRM solution, traditional and online retailers can cost-effectively improve conversion rates with immediate access to relevant information, increase shopper loyalty with a seamless experience across all customer care channels, and drive sales with personalized promotions.

To learn how RightNow can help make improvements to the contact center to avoid the nightmare this holiday season, listen to the No Nightmare Before Christmas webcast featuring AMR Research and Overstock.com.
Comments from RightNow Retail Customers

“In my 30 years as a CIO, I’ve never seen a company more committed to my success on an ongoing basis. RightNow is a very unique software company that has a lot to offer any organization that understands the importance of maintaining strong customer relationships in a highly competitive economy, where loyalty is something you have to earn one interaction at a time.”
Ken Harris, CIO at Shaklee

“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. The result is happier, more loyal customers, significantly lower contact center costs, and a vastly more scalable business model.”
Stormy Simon, senior vice president of customer care and marketing at Overstock.com

Source: RightNow

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