8 STEPS TO SUPERIOR CUSTOMER EXPERIENCES
Thule racks up big savings
and superior customer experience with RightNow
The top global manufacturer and marketer of car racks for skis, bikes and other sporting equipment, Thule serves a client base of over one million customers through its worldwide network of dealers. To support these customers and dealers, Thule has to be able to answer questions about nearly 20 years of product designs and revisions. The ability to quickly provide answers about products and installation on the web is also important for selling new gear to new customers.
The twelve-day service turnaround
To support its growing customer base more efficiently, Thule evaluated web-based service tools from Siebel, RightNow and a few other vendors. RightNow was selected because of its unique self-learning knowledge base solution and superior value-as well as the fact that, as a hosted solution, it could be deployed much more rapidly.
In fact, in just 12 days, Thule had its online solution up and running. The company began to see results right away. Customers were suddenly able to find answers to their own questions within minutes by browsing the company's website. Within one month, emails coming from site visitors were down 20 percent—despite a significant increase in site traffic. A separate site was also set up for dealers, enabling Thule to more efficiently support its critical distribution channel while it alleviated them of a lot of their own customer care workloads.
Why do you need RightNow? Because you retain customers by treating them well in every interaction, and you risk losing them with just one bad experience. RightNow helps you deliver the experiences your customers expect by providing the right knowledge to the right people - at the right time.
Remember, today's hyper-competitive global marketplace means that your customers have almost unlimited choices. A good product or a low price no longer guarantees competitive advantage or customer loyalty. Customers expect and demand a great experience. And RightNow knows 8 concrete steps that your business can take to exceed your customers' expectations:
- Establish a Knowledge Foundation
- Empower Customers
- Empower Frontline Employees
- Offer Multiple Channels of Communication
- Listen to your Customers
- Design Seamless Experiences
- Engage Proactively
- Measure and Improve Continuously
Do you want to retain customers and exceed their expectations? Let us know and we'll call you to discuss how RightNow's patented software can help.
Take a tour of the product that delivered immediate value to Thule - View the RightNow Service demo