Overstock.com Selects RightNow Technologies to Deliver a Superior Customer Experience

Published on August 15, 2006 in Computer Software, Technology


Bozeman, Mont (August 15, 2006) – RightNow┬« Technologies (NASDAQ: RNOW) today announced that it has been selected by Overstock.com┬« to help the online retailer increase the quality and efficiency of customer interactions across all contact centers and communication channels. The company also expects to achieve greater operational efficiencies throughout its multiple global contact centers.

RightNow’s on demand solutions empower its clients to achieve a superior customer experience by delivering knowledge at the point of action. By providing employees, customers and outsourcing partners with the right information when they need it, RighNow’s solutions ensure that every interaction-from a potential buyer looking for an answer on the web to a telemarketer making calls for an up-sell campaign-is successful and complete.

RightNow will provide Overstock.com with solutions for its internal contact center, its domestic and overseas outsourcers, and its web and voice self-service systems. In addition, RightNow’s solutions will be designed to unify these separate operations into a single, seamless customer care environment to help Overstock.com achieve a consistent high-quality experience across phone, email and web channels.

“Our customers are savvy, demanding shoppers who expect the very best prices and service every time they do business with us,” said Stormy Simon, Overstock.com’s senior vice president of customer care and branding. “RightNow is providing us with the technology and services we need to consistently deliver exceptional service while controlling our service and support costs.”

Overstock.com selected RightNow after an extensive evaluation of offerings from other vendors. RightNow was chosen based on the tight alignment between its capabilities and Overstock.com’s business needs-as well as other factors such as ease-of-use and proven success in the online retail market.

RightNow’s solutions delivered more than 30 million customer interactions for Internet retailers in the past year, and that number continues to grow as more online retailers select RightNow’s solutions to enhance their customers’ experiences.

“Consumers know they have many choices when it comes to shopping online,” Greg Gianforte, RightNow’s founder and CEO, said. “Providing an exceptional customer experience has become an effective differentiator for online retailers. By working with RightNow, Overstock.com is moving aggressively to ensure that it delivers the kind of customer experience that keeps buyers loyal and motivates them to enthusiastically recommend the company to others.”

Source: RightNow

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