Charles Tyrwhitt Shirts Enhances Customer Experiences with RightNow
Maidenhead, U.K., May 05, 2009
Charles Tyrwhitt, www.ctshirts.co.uk, has enhanced its customer's online experience with RightNow® Technologies (NASDAQ: RNOW). 91 per cent of visitors to the luxury shirt retailer's website find the information they need without having to email or call for further details, enhancing the customers’ experience.
RightNow's on demand customer relationship management (CRM) solution provides consumers with 24-hour access to information on items such as delivery timeframes, returns policies and clothing alterations, via Charles Tyrwhitt website. If the relevant details are not available, customers can raise an incident online. Initially these queries are handled by the RightNow system, which proposes relevant responses, if the information is still not what the customer is looking for an email is sent to an agent, who contacts the customer directly.
RightNow also provides Charles Tyrwhitt with analysis of the content and volume of customer enquiries via the web. This insight has a two-fold benefit. If an enquiry trend is identified, a new knowledge item can be published in the online self service environment helping ensure that the information presented to customers is current. In turn, this helps drive down in-bound calls and emails to Charles Tyrwhitt service agents allowing them more time to handle critical enquiries and meet their stringent customer service pledges to answer 90 percent of calls within 20 seconds and provide a response to all emails in less than 24-hours.
Founded in 1986 to sell high-quality men's shirts, Charles Tyrwhitt's offerings now include a range of formal and casual wear, as well as accessories, for men and women. With its flagship store in London's Jermyn Street, the company has further shops in the UK, as well as in Paris and New York. It also has an extensive online operation, a 24 hour UK call centre servicing the UK and US market and a specialist German call centre for the German market.
“Our business was founded around providing an excellent customer experience and it is essential that we maintain this ethos both online and offline especially as the internet is growing in popularity,” explains Debbie Lake, head of customer services. “We want our customers to get information when they need it and however they want it. With RightNow, our customers will be able to self serve in a 24 x 7 environment on our website – making their experience a better one. In turn, this will make our contact centre more efficient by enabling agents to deal with queries that require a personal touch.”
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,900 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit RightNow Technologies.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
About Charles Tyrwhitt
Charles Tyrwhitt was founded in 1986 by Nicholas Charles Tyrwhitt Wheeler while he was a student at Bristol University. It is now the UK’s largest mail order supplier of formal shirts and has stores all over the world, from London’s Jermyn Street to New York’s Madison Avenue. The company also offers a range of accessories, including cufflinks and belts, ties, suits and separates, evening wear, coats and shoes. The casual collection includes polo shirts and chinos. The women’s collection is rapidly expanding and includes shirts, suits and accessories. For more information, please visit www.ctshirts.co.uk.
Greg Gianforte