Yahoo! Selects RightNow to Help More Than a Thousand Contact Center Agents Deliver Exceptional Customer Experiences Yahoo! Chooses RightNow Agent Desktop Solution to Provide Superior Multi-Channel Support for Millions of Customers
BOZEMAN, MONT. — February 02, 2011—Yahoo! (NASDAQ: YHOO), has selected RightNow
Yahoo! chose RighNow CX to be the agent desktop solution of record.
RightNow’s Dynamic Agent Desktop will provide a single unified view into all customer interactions, helping Yahoo! agent’s capture, track, assign, and manage customer service requests from initial contact through resolution, regardless of channel.
In addition, RightNow’s Dynamic Agent Desktop will help guide Yahoo! Agents, whether experienced or just ramping up, with customer interaction best practices to ensure a consistent experience and efficient interaction.
RightNow’s Dynamic Agent Desktop will also provide Yahoo! agents with:
• Multi-channel, cross-channel case tracking for rapid and consistent issue resolution
• Escalation and routing rules to ensure seamless transitions
• Agent scripting guides to drive revenue with up-selling and cross-selling
• Session history and keywords to help agents find and suggest possible solutions
About RightNow
RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of The NASDAQ Stock Market LLC.
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Match.com Customers Find Love with the Help of RightNow RightNow Provides Match.com Customers with Support on the Web, Phone, and Social Networks
Bozeman, Mont., February 2, 2011 – With thousands of singles registering on Match.com every day, delivering an exceptional customer experience is very important, no matter how a customer chooses to reach out. RightNow (NASDAQ:
RNOW) CX, the customer experience suite, supports Match.com in its effort to provide outstanding customer support via the phone, web, and social networks, while reducing incoming customer inquiries.
RightNow Makes It Easier To Find Answers and the Perfect Match Match.com is a web-based service and it is critical that customers have a positive online experience and can quickly resolve technical issues that may impede them from accessing valuable relationship tools. Using RightNow’s Web Experience solutions, Match.com provides customers with online service and technical support information 24×7 to easily find answers to their relationship questions anytime, anywhere. With RightNow, more than half of Match.com customers are able to gather information themselves to address their questions.
Using RightNow CX, Match.com contact center agents also have access to a central, self-learning knowledge foundation to provide customers with the latest information consistently, across multiple channels. In addition, contact center agents can tap into RightNow’s dynamic agent desktop capabilities to tailor the information that is presented on their screen to deliver relevant answers and ensure superior customer service.
Match.com Uses RightNow Cloud Monitor to Join Social Conversations Social media is a growing channel in the world of online dating. Match.com added RightNow Cloud Monitor to track comments made by customers via social media web sites such as YouTube, Facebook and Twitter. Besides using RightNow Cloud Monitor as a support channel, Match.com uses the tool to report what the customers are saying about Match.com’s brands to executives.
Match.com Captures Valuable Customer Insight Lastly, Match.com uses RightNow Feedback to easily analyze and understand customer service issues. The daily reports that the company generates help the team prioritize service issues based on how many customers are being impacted.
“In our line of business it is essential for customers to find answers to their technical questions about using our service and navigating our web site. With our growth rate continuing to climb, RightNow helps our customers receive the support they need in real-time, our contact center agents be more productive and helpful, and our executive and product development teams receive detailed feedback to continue to improve our customer’s experience.”
Michele Watson, Vice President of Global Customer Care, Match.com
About RightNow
RightNow is helping rid the world of bad experiences one consumer interaction at a time, seven million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than eight billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
