RightNow Helps RealNetworks® Deliver Exceptional Experiences to More than Two Million Customers Worldwide

Millions of Customers Get Real Online Support    

As online music, video, and game subscribers grow rapidly, RealNetworks needs to provide quick and easy self-service. With RightNow, RealNetworks is able to empower customers to find the answers they need, on line.

• 40 percent of customers now resolve their issues online without escalating to an agent.
• RightNow catalogs more than 5000 searchable RealNetworks answers, and is accessible to customers 24X7.  

RightNow Contextual Workspaces Help Agents Provide Support Across Brands and Channels                                                                                                                                        

RealNetworks has very distinct music, gaming, and video businesses: Rhapsody, GameHouse, RealArcade and Media Software and Services (RealPlayer and SuperPass®).  Each of these brands has different business managers, consumers and support needs; agents must address questions ranging from burning DVDs to synchronizing MP3 players with Rhapsody or downloading games. These questions come to agents via the phone, email and chat and with RightNow’s contextual workspace capabilities, RealNetworks agents have a single desktop that supports all three businesses and changes dynamically based on actions taken by an agent or information known about a customer.

Using RightNow RealNetworks arms its agents with the right information, in the right context, at the right time:

• Reducing agent call handle times
• Reducing email response times from 24-48 hours to 12 hours or less
• Increasing customer satisfaction score (CSAT) by 10 points

“With RealNetworks’ outsourced contact centers in India, Washington, and Europe, RightNow helps RealNetworks train new agents and improve agent productivity, enforcing consistent responses around the globe to deliver memorable, personalized user experiences across brands.”    
Claudia Lowman, general manager, consumer customer support, RealNetworks

Getting Real Chatty with Customers
With RightNow, RealNetworks customers can chat online with agents in real time. All chat threads are tied to one central customer record for agents to reference, ensuring accurate and consistent responses.  To successfully hone in and solve customer issues chat agents can:

• Quickly ask clarifying questions
• Alert customers before closing a chat session due to lack of response
• Set a task to call a customer back if more research is needed to answer a question

The chat channel is so popular for RealNetworks:

• 75 percent of survey respondents note that they prefer chat to other contact methods
• Agents facilitate more than 250,000 chat sessions per year
• Less than 1 percent of online chat sessions are escalated

“With RightNow, we are able to provide knowledgeable, friendly support quickly and consistently, resolving customer issues as well as proactively communicating to improve their experience.”
Claudia Lowman, general manager, consumer customer support, RealNetworks