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Overstock.com Video: achieving contact center improvements
Overview
Great customer care is a critical business requirement in the competitive world of online retailing. After all, it only takes one bad experience to lose a customer for life. Consistently positive experiences, on the other hand, keep buyers coming back.
Also, online retailers can’t provide the kind of personal in-store experience that brick-and-mortar retailers can. So it’s even more important for them to make the most of every customer service interaction.
That’s why online retail leader and RightNow client Overstock.com embraces RightNow as its strategic customer care solution. With RightNow, Overstock.com can respond to its customers quickly, effectively, and efficiently whether those interactions take place on the phone, through email, or via the web. Overstock.com also gains greater insight from all of those interactions—so managers across the company can make smarter, more customer-driven decisions every day.
Overstock.com touts ease of contact center applications as the reason first contact resolution rates instantly improved 10 percent. Hear Stormy Simon, Senior VP of Customer Care and Marketing, explain in her own words.
Greg Gianforte