Retail / Consumer Goods

More than 120 retailers and consumer goods manufacturers such as Cabelas, drugstore.com, eHarmony, Graco, Hallmark.com, Leapfrog, Marktplaats, Overstock.com, RealNetworks, Speedo, Tesco, and Sainsbury use RightNow’s retail CX software to deliver customer experiences that keep customers happy—and coming back for more.



Overstock.com
“RightNow has completely transformed the way Overstock.com interacts with customers by enabling us to understand and resolve issues with the least amount of time and effort. The result is happier, more loyal customers, significantly lower contact center costs, and a vastly more scalable business model.”

- Stormy Simon, Senior VP, Marketing and Customer Care, Overstock.com


RightNow’s Retail CRM Software System Increase Revenues

In retail every customer interaction could be the last if the customer experience is not flawless. And every competitive advantage counts. That’s why RightNow’s retail CRM software system was designed to help online and traditional retailers focus on the customer experience to increase revenues, improve customer care, and reduce costs.

Increase Revenues

  • Cross-sell and up-sell shoppers based on their interests
  • Provide critical information during the online shopping journey such as shipping costs, return information, and store hours
  • Increase online shopping cart conversions through live chat and co-browse
  • Drive increased store and online traffic through segmented email communications

Improve Customer Care

  • Deliver a single, seamless conversation with customers across all communication channels–phone, online, email, web, chat, social media, or in person
  • Empower agents with complete visibility of past customer interactions
  • Provide immediate access to the information required to help each consumer
  • Gather feedback from customers and take immediate action
  • Support outsourcers, blended agents, and at-home agents with one application across all support organizations

Reduce 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

comet

Comet

Comet wants to be Britain’s most trusted electrical specialist, and they rely on RightNow CX to support that goal. With RightNow CX, they were able to reduce inbound emails by 50 percent, increase customer self-service online to 94 percent and get first contact resolution rate to 100 percent. The Customer Care team now receives fewer repetitive questions ensuring that they are now free to respond to more specific queries. With RightNow CX in place, they are able to manage seasonal spikes with no additional staff.

overstock

Overstock.com

After its initial growth, online retailer Overstock.com realized they weren’t quickly and accurately responding to customers’ questions. Plus, a variety of desktop applications hampered contact center staff and prevented productivity gains to support growth. That’s why they selected RightNow CX as their strategic customer care solution. With RightNow CX, they can respond to customers quickly, effectively, and efficiently whether those interactions take place on the phone, through email, or via the web.

drugstore.com

drugstore.com

drugstore.com, a leading online retailer, has four separate online brands: drugstore.com, beauty.com, VisionDirect.com and an online pharmacy. RightNow CX helps support all four. Beauty.com, uses RightNow CX Chat to provide customers with live, expert advice and recommendations when shopping. Trained beauty advisors engage in live chat sessions with online shoppers to share immediate advice, with approximately 25 percent of chat sessions converting into product orders.





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