Industry Solutions
Consumer Electronics / Hardware
Did you know that seven out of ten consumers start their purchasing research on manufacturers’ websites? Today’s customers turn to you, the manufacturer, for pre-sales research, as well as post-sales support, instead of going to the retailer. It can definitely give you the edge over the competition when you treat your customers to superior customer experiences every time they interact with you. We can help.
More than 100 leading consumer electronics, hardware, and appliance manufacturers use RightNow® to maximize their customer experience and build their brand including: Audiovox Corporation, Bang & Olufsen, Black & Decker Corporation, Canon Canada, Iomega, Logitech, Nikon, Pioneer GB Limited, Ricoh, Sony, TomTom, and Toshiba.
Snapshot Into Nikon’s Leading Customer Experiences
With competition only a click away, Nikon knows they need to deliver a best-in-class customer experience to keep their customers loyal and to boost revenue. So they use RightNow’s CX software solution for online and phone support—in 50 countries and 19 languages. With RightNow on their side, they have enjoyed a 70 percent reduction in email response times and a 50 percent reduction in call response times. Even better, they consistently score 95 percent higher on satisfaction surveys.
Capturing Customer Loyalty
Add in our sales automation and enterprise marketing automation technology and Nikon now knows more about their customers than ever before. When Nikon customers register their products, they use a webform that enters their information into the RightNow knowledge base —where it can be used for personalized (or tailored) web, social and contact center experiences. Nikon then proactively sends introductory emails that point customers to appropriate links for purchasing accessories and getting online support; yet one more way to connect with their customers and keep them coming back.
By streamlining their customer service, marketing, and sales overhead, Nikon has achieved an amazing 3,200 pecent ROI over a three-year period, which recently won them Baseline and Nucleus Research awards. Now that’s something to talk about.
The RightNow On Demand CX Solution
How do you beat the competition with the rise of rapid product innovations and companies competing more and more on price? The RightNow customer experience management system provides consumers with the information they want—how and when they want it.
The RightNow on demand CX solution helps manufacturers achieve immediate results—and still lets you control costs. And because it’s an on demand CX software solution, there is no complex, lengthy, and expensive installation. Manufacturers who excel at this direct contact with consumers will build long-lasting, profitable relationships with their customers.
RightNow’s On Demand CX Solution Allows Customer Electronics Companies To:
- Give customers multi-channel choice on how they want to interact
- Provide superior pre- and post-sales support
- Deliver consistent knowledge across the organization and increase first call resolution
- Capture consumer insight for marketing and product enhancements
- Easily reach out to consumers with highly targeted communications
- Seamlessly support customers globally in 33 languages and dialects
Related Information
Scan the items below for the information you want next. You can place any of these items in your Briefcase, or click the link to read it immediately.
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Video: Nikon Video
Learn how Nikon's global SaaS CRM software deployment reaped real results.
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Video: Black & Decker Video
RightNow supports Voice of the Customer initiatives.
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Video: Motorola Highlights Video
RightNow helps drive a global customer experience at Motorola.
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White Paper: Product Registration: The Foundation of Customer Relationships
Online Product Registration is the key to unlock the value in your customer relationships.
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Flash Demo: RightNow Product Registration Flash Demo
See how RightNow Product Registration facilitates seamless direct communications between manufactures and end-customers.
Greg Gianforte