Consumer Electronics / Hardware

More than 100 leading consumer electronics, hardware, and appliance manufacturers use RightNow’s consumer electronics CX software to maximize their customer experience and build their brand including: Audiovox Corporation, Bang & Olufsen, Black & Decker Corporation, Iomega, Logitech, Nikon, NVIDIA, Pioneer GB Limited, Ricoh, Sony, TomTom, and Toshiba.



Nikon logo

"RightNow is a powerful and highly adaptable technology that Nikon has been able to leverage on a global basis to sustain top-line growth, ensure ongoing customer loyalty, boost productivity, and drive down costs. This has clearly been a great investment for us."

—David Dentry, GM Customer Relations, Nikon


RightNow’s Consumer Electronics Software Personalizes Customer Experience

From pre-sales research to post-sales service, RightNow’s consumer electronics software gives companies the power to present accurate, consistent information, reach consumers with relevant and personalized campaigns, provide the highest quality support, gather and act on valuable feedback, and ensure positive customer experiences to drive repeat business.

Building Brand And Driving Sales

  • Increase product understanding and preference through robust online knowledge as well as live chat and co-browse with knowledgeable agents
  • Help customers locate closest stores that carry the products 
  • Reach out to consumers with highly focused communications
  • Drive increased product sales through segmented email communications 
  • Provide an easy way for customers to register products and manage warranties 
  • Gain consumer insight for marketing and product enhancements
  • Leverage online customer community tools to build brand, loyalty, and revenue 
  • Tap into customer enthusiasm for ideation and innovation

Improving Customer Care

  • Deliver support in 33 languages and dialects with one solution set
  • Provide more information and self-service tools to customers who want it
  • Empower agents through complete visibility into customer interactions and access to knowledge to help the customer
  • Gather feedback from customers on their experience and take immediate action on negative feedback
  • Deliver proactive customer support through monitoring and analysis of social media conversations
  • Support outsourcers as well as in house customer service agents—one application across all support organizations provides reporting consistency and operational simplicity

Reducing Costs

  • Reduce inbound email by 30 – 70%
  • Reduce inbound calls by 10 – 30%
  • Improve agent productivity by up to 20%
  • Reduce agent training time in support of seasonal spikes

Black & Decker

Black & Decker

Black & Decker is using RightNow CX to manage customer interactions across phone, email, and web. With one system for all communication channels, agents are able to address customer issues quickly and effectively. It also creates a single repository for all data about customer questions, complaints, and feedback. Black & Decker leverages business rules to forward incidents associated with specific products to the appropriate product manager. This real-time feedback gives product managers a daily sense of how their products are faring in the marketplace, which can be especially important when products are first released.

iRobot

iRobot

iRobot—makers of the Roomba® Vacuuming Robots—has embraced RightNow CX to provide exceptionally responsive support via phone, email, the web, and online chat. Plus, using RightNow’s highly automated email marketing campaign software, iRobot can nimbly and cost-effectively pursue a full range of up-sell and cross-sell opportunities. With the help of RightNow CX, the company has grown revenue while simultaneously delivering a superior customer experience and keeping its operating costs under control.

iomega

Iomega

Using RightNow CX to deliver an integrated multi-channel contact center environment enables Iomega’s customer service operation to quickly and efficiently resolve problems around the world via phone, email, chat and the web. The integration of RightNow CX with other resources, such as Iomega’s customer database and its RMA system, further streamlines its customer experience management processes. And—thanks to its on demand architecture, the close alignment of its functionality with Iomega’s business needs, and its ease of customization—RightNow CX has done so at a cost/benefit ratio significantly better than the competing crm solutions Iomega evaluated.


Nikon

Nikon

Nikon, Inc. uses RightNow CX to provide customers online and phone support in 50 countries in 19 languages. With marketing, sales, and customer service all running in a unified, highly configurable environment, Nikon is fully equipped to extend the differentiation between its customer experience and that of its competitors.





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