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eHarmony Highlights Video

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Overview

eHarmony’s members trust them with a very important, personal need: finding a soul mate.  So, support often involves individual “hand holding” as members go through the eHarmony process. With RightNow, eHarmony moves routine member questions to web self-service, and frees up the contact center staff to speak on the phone with members who need more personal guidance.  With RightNow, eHarmony has achieved a 92 % customer satisfaction level for phone incidents, a 30 % reduction in email workloads, and their retention rate for trial subscription offers has tripled.

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