Drugstore.com: Innovation Award, Gold Winner

The Innovation Award is granted for the most innovative use of new channels and points of interaction to support or enhance an organization’s customer experience strategy.

Drugstore.com developed an innovative customer experience strategy with RightNow based on replicating an offline customer experience. As a result, the conversion rate on chat sessions averages 25 percent, compared to the site’s overall 6.4 percent conversion rate.

RealNetworks: Enterprise-Wide Award, Silver Winner

The Enterprise-Wide Award is granted for processes and benefits of aligning multiple channels and departments.

After feeling the negative effects of documenting customer interactions into disparate systems, RealNetworks worked with RightNow to implement changes in its customer experience strategy that ultimately delivered a 14 percent rise in customer satisfaction, and a 25 percent increase in customer retention.

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