Oracle RightNow - Internet Retailing

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Learn More: www.rightnow.com/retail


Learn More:www.rightnow.com/retail

“”

RightNow has completely transformed the way Overstock.com interacts with customers by enabling us to understand and resolve issues with the least amount of time and effort. The result is happier, more loyal customers, significantly lower contact center costs, and a vastly more scalable business model.

- Stormy Simon, Senior VP, Marketing and Customer Care, Overstock.com


Service Where You Sell

DOWNLOAD THE WHITEPAPER: www.rightnow.com/servicewhereyousell

RightNow CX is the only solution enabling retailers to easily incorporate interactions from Facebook and smart phones into existing support operations.


Channel and Choice with RightNow CX

Website

Chat

Phone

Mobile

Communities& Forums Twitter

Facebook

Surveys

MarketingInteractions

The Next Big Thing

Integrated Contact Record

Common Knowledge Foundation

Support Workflow & Escalation

Multi-Channel Consumer Feedback

Reporting & Analytics


RightNow In the Industry

• 25% of the Internet Retail Top 100 use RightNow

• 6 out of top 8 Retailers in UK use RightNow

• Internet Retailer lists RightNow as one of the top 3 CRM/Customer Service Applications

• Ranked as a Leader in Gartner’s eService, Social, and Contact Centre Magic Quadrants

• Ranked as a Leader in Forrester’s CRM Wave

• Winner of IQPC’s 2011 Call Centre Excellence Award for Best Technology Solution


RightNow Helps Retailers

• Increase Sales– Increase order size 3-50%

– Increase average order value 10 – 25%

– Increase shopping cart conversions up to 40%

• Strengthen Relationships– Improve Net Promoter scores up to 70%

– Deliver multi-channel support

• Reduce Costs– Improve agent productivity by 20%

– Reduce inbound calls from 10-30%

– Reduce incoming emails from 30-70%


Newell Rubbermaid has been using RightNow since 2005 to deliver positive consumer experiences not only in the United States, from different parts of the world as well. With RightNow as our consumer experience platform, we have a complete view of our consumers that supports our evolution as a global company of Brands That Matter™.

- Robert Oh, Director of IT, Home & Family Group and CRM, Newell Rubbermaid


“”


Gartner Evaluation for Multichannel Customer Experience

Magic Quadrant for WebCustomer Service

Magic Quadrant for Social CRM

Magic Quadrant for CRM Customer Service Contact Centres

Gartner Inc. “Magic Quadrant for Social CRM” Adam Sarner, Ed Thompson, Jeffrey Mann Michael Dunne, Jim Davies, Chris Fletcher, Gene Alvarez, Gareth Herschel, Michael Maoz, June 29, 2010 *1

Gartner Inc. “Magic Quadrant for CRM Customer Service Contact Centers” Michael Maoz, April 15, 2011 *3

Gartner Inc. “Magic Quadrant for Customer Service” Johan Jacobs, September 10, 2010 *2


Pictures are memories captured, they are important, intimate, and personal, to be kept forever. We understand this and want to ensure that every one of our customers is given the superb customer experience he or she deserves when contacting PhotoBox about their precious photographs.

- Renaud Besnard, Director of UK Operations, Photobox.com

“”



50% of consumers were influenced to buy by

great customer service

Great Experiences Drive Revenue

DOWNLOAD THE REPORT: www.rightnow.com/retailconsumerreport


~1,900 Clients are Delivering Superior Customer Experiences… So Can You

Retail and Consumer Goods

Telecom

Travel and Hospitality

Financial and Insurance

Government and Education

High Tech

Industry


Your brand perception is reinforced every time a customer interacts with you - via voice, email, chat and self-service as well as social channels such as Facebook and twitter.

RightNow provides the cross-channel platform to interact with customers while providing agents a full view of your customers and their interactions with you.

“

”Learn More:www.rightnow.com/retail


50%

How did consumers react after a positive shopping experience?

DOWNLOAD THE REPORT: www.rightnow.com/retailconsumerreport

Purchased more from the retailer (during the Christmas season)

21% Recommended the retailer to friends

50% Posted a positive online review about the retailer

Great Experiences Create Advocates


of UK consumers will pay

up to more for a better

customer experience

Brands Benefit When Consumers Are Happy

84% 20%


Friendly employees or customer service representatives

67%

Easy access to information and support52%

Personalised experiences such as knowing what customers have bought in the past and service issues they’ve raised, as well as sending timely and useful updates

37%

What Makes ConsumersFall in Love with a Brand?


of consumers began doing business with/purchasing from a competitor following a poor customer experience

When Expectations are Not MetBrands Get Dumped

89%

50% of consumers give a brand up to one week to respond to a customer service question before they “break up” with the company – that is, stop doing business with them


Date post:	20-Jan-2015
Category:	Business
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Oracle RightNow - Internet Retailing

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