Contact Center Solutions Featured Article

November 16, 2009

Mansion Uses RightNow CX to Enhance Contact Center Service, Marketing Campaign Performance

By Nathesh


Mansion, a company that deals in online poker and casino, has reportedly deployed RightNow CX to enhance its customer contact center service and also increase its management campaign performance. Mansion acknowledges that RightNow has already helped them increase customer satisfaction rates month-on-month while lowering the cost of supporting those customers.
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.
The RightNow suite will offer agents at the Mansion contact center access to a complete, multi-channel customer interaction record, including records of past incidents, as well as the marketing campaigns received by that individual. This kind of integrated record keeping and that combined with routing of in-bound contacts has helped Mansion reduce query response time from 24 hours to just 12 hours, doubling agent productivity – all without increasing headcount.
RightNow has said that its on-demand CX solutions give companies the ability to coordinate disparate resources across the organization to develop, rapidly execute, and manage a comprehensive customer experience strategy.
Contact center managers are now faced with challenging situations where they are tasked with better customer experience management while reducing costs at the same time. RightNow said that its powerful solution allows easy means for capturing company and product knowledge and delivering it to customers when and how they need it and at the same time achieve high levels of customer satisfaction while keeping contact center costs under control.
RightNow lets the contact center solution include integrated e-mail management and call tracking, so call center agents have information at their fingertips, and can immediately answer customer queries via e-mail and phone with information from the same knowledge base – ensuring consistency of answers.
To let Mansion continually improve the customer experience it offers, customers are asked for feedback immediately after a query has been resolved. Asking for the customer's opinion about their treatment straightaway has improved response rates and gives Mansion a true, real-time sense of where improvements might be necessary. This insight has helped Mansion track customer satisfaction and has identified an upward trend.
Shelly Hadad, Mansion’s head of marketing operations, said that the integrated nature of the RightNow suite gave their agents everything they need right when they need it and the 360-degree view of a customer interactions, as well as insight into the marketing campaigns means that agents can resolve members’ enquiries swiftly and in an informed way. And also by having the firm’s e-mail marketing efforts automated, officials were able to attain level of personalization and relevance that really resonates with their members, adding to the overall customer experience while driving revenue.
Hadad said that officials know that delivering an excellent customer experience is a key differentiator for them in what is a fiercely competitive market, and with RightNow they’re firmly in the driving seat.
Recently Language Weaver and RightNow automated creation of multilingual customer support content and Interactive Intelligence (News - Alert) and RightNow partnered to release integrated software solution.

Nathesh is a contributing editor for TMCnet. To read more of Nathesh's articles, please visit his columnist page.

Edited by Amy Tierney


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