Customer Experience Strategies
Let’s Talk About Customer Experiences That Make People Happy
Isn’t that what it's all about—creating a customer experience worth coming back for?
That’s why some of the world’s most beloved brands like Electronic Arts (EA), Nikon, eHarmony, eBay, Virgin, and Rakuten come to RightNow for our innovative hosted customer experience management solutions; they want to keep their hard-won customers happy. And they’re using RightNow CX, the customer experience suite, to promote loyalty, generate new business, increase efficiencies, and improve customer satisfaction at every touchpoint.
Our on demand customer experience management software is fully integrated into multiple channels such as web self-service, email management, phone, social web, live chat, communities, feedback, and search. We can give your team a holistic view of your customer’s profile, preferences, and previous interactions.
EA’s Customers Are Happy
RightNow client EA is the world's leading independent producer of electronic games. Millions of customers all over the world need support on everything from game rules to sound card configurations—in languages that range from Spanish to Japanese—and they want answers fast. As the online gaming market expands, the number and complexity of these questions is growing exponentially. So, EA definitely has some significant customer service challenges. They also have very happy customers.
Using RightNow, their customer service organization is successfully supporting the company's continued growth and global market dominance—while reducing support costs. They use RightNow for web self-service, email management, call tracking, customer surveys, and voice-automated self-service. And, they have deployed our solution in 33 different instances that include 10 languages. Since becoming a RightNow client, EA has successfully handled a 60 percent increase in incident volume and a 20 percent budget cut—while still delivering first-class support. In 2007 they were awarded the Gartner CRM Excellence Award for their exceptional customer initiatives and their use of RightNow.
Your Customers Can Be Happy Too
We can help you develop a customer experience management solution that supports your organization, makes people happy, and drives better customer retention. And that’s as good as a customer experience gets.
Related Information
Scan the items below for the information you want next. You can place any of these items in your Briefcase, or click the link to read it immediately.
-
Research & Analysis: RightNow's 4th Annual Customer Experience Impact Report
This survey confirmed, again, that consumers are challenging companies to sit up and take notice; and if they aren’t willing to care for their customers, they will go elsewhere.
-
White Paper: CrowdService: Harnessing the Wisdom of Crowds
CrowdService, leveraging the wisdom of your customers to help others, affords not only cost savings but also improves customer experiences and drives loyalty.
-
Video: Electronic Arts Highlights Video
RightNow helps solidify customer experience initiatives at the world’s largest video game publisher.
-
Case Study Summary: 2009 1to1 Customer Champion Awards
Read how Overstock.com, drugstore.com and iRobot earned their 2009 1to1 Customer Champion Awards.
-
Video: Overstock.com Video: winning customer experiences
Learn why Overstock.com takes top honors by flipping its business model so customer care is the most important department, rather than the last one budgeted for.
-
Video: 8 Steps to Great Customer Experiences: the Customer’s Perspective Video
Listen to Electronic Arts, Shaklee, and various other RightNow clients talk about how RightNow's 8 Steps are helping them deliver superior customer experiences.
Greg Gianforte