Overview
As the internet’s most trusted relationship service, members trust RightNow client eHarmony to help them with a highly important personal need: finding their soul mate. This often requires attentive “hand holding” as members go through the eHarmony process.
RightNow is the perfect match for eHarmony. With RightNow, eHarmony can move routine member questions to web self-service, so its contact center staff is free to speak on the phone with members who need more in-depth guidance. RightNow also provides eHarmony with the customer insight it needs to continuously improve its online relationship-seeking experience.
As a result, eHarmony’s customer satisfaction scores have soared. Retention of customers taking advantage of its risk-free trial subscription offer has tripled. Just as important, its contact center continues to become more and more efficient as its RightNow-powered self service customer care absorbs a growing percentage of its service-and-support workload.
RightNow proved itself to be a vastly superior solution for online self-service. Using RightNow, eHarmony was able to rapidly build a very effective knowledge foundation of nearly 400 answers that customers could search by keyword, topic, or natural language query. Within a few months, this easy-to-use self-service resource produced a 30 percent reduction in email volume.
Greg Gianforte