Stamps.com Picks RightNow On Demand CRM to Increase Contact Center Agent Effectiveness

Published on August 10, 2009 in Computer Software, Technology

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Bozeman, Mont (August 10, 2009) –
Stamps.com ® (NASDAQ: STMP), a leading provider of postage online and shipping software solutions, selected the RightNow (NASDAQ: RNOW) on demand customer relationship management (CRM) solution to provide enhanced customer service experiences via the web, phone and email. RightNow replaced Siebel/Kana and was chosen after Stamps.com reviewed the top three contact center CRM vendors in the market.

With RightNow, Stamps.com expects to improve customer satisfaction and agent productivity by helping:

* Agents, located in multiple support centers, access one central self-learning knowledge foundation to provide consistent information to customers about topics such as software installation and account transfer.
* Customers quickly find answers online regarding postage printing instructions, USPS regulations and delivery confirmation, which reduces email and call volume, allowing agents to focus on complex issues.
* Capture valuable customer feedback from survey responses on interactions, products and services to share insight internally for continued business improvements
* Reduce training period of new agents through RightNow’s ease-of-use and simple desktop implementation

“Stamps.com strives to increase customer satisfaction. RightNow was an easy solution choice to help our agents be more effective and better service customers, enhancing their experiences with our company.”
Dawn Stevenson, director of customer care, Stamps.com

Source: RightNow

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