RightNow (NASDAQ: RNOW) is helping the Boston Globe deliver great customer experiences to more than a million print and digital subscribers. Using RightNow CX, the customer experience suite, the Boston Globe provides support to mobile and social customers whether they are on Facebook, smartphones, email or chatting online.
“Using RightNow, the Boston Globe provides exceptional customer experiences anytime, anywhere; this helps us stay competitive in the rapidly changing media industry. RightNow and Teleperformance make it possible to cost effectively get our customers the information they need quickly and seamlessly not only to increase satisfaction, but to ensure they continually subscribe to our services.” Robert Saurer, director of customer care and marketing, Boston Globe
Boston Globe Taps RightNow and Teleperformance for Superior Social and Mobile Experiences
RightNow CX enables the Boston Globe to deliver superior customer experiences when and where their customers want them.RightNow Chat – For online subscribers, web chat is an easy-to-use support resource where issues can be resolved quickly. The Boston Globe agents handle 500-600 chats daily and typically engage in multiple chat sessions at once. Agents are frequently able to rectify simple issues in 30-40 seconds, compared to 3-4-minute phone calls or emails. RightNow Mobile – With RightNow, Boston Globe customers can search for help, view answers, rate answers, and get the information and answers they need, optimized for their smartphones and tablets. RightNow CX for Facebook – With RightNow, Boston Globe customers are able to find information and answers on the customer support tab of the company’s Facebook page and pose questions privately to an agent via Facebook. Facebook inquiries are captured in the customer record for a single view of customer interactions. RightNow Cloud Monitor – The Boston Globe will be using RightNow to monitor social media channels and join conversations with their customers on Twitter, YouTube, Facebook, or blogs. RightNow and Teleperformance Power World-Class Contact Center Working with Teleperformance, the world’s leading provider of outsourced contact center services, the Boston Globe has two contact centers with nearly 100 agents that support subscribers across six business lines including BostonGlobe.com. By using RightNow CX, the Boston Globe has:
- Improved agent efficiency and satisfaction with the RightNow Dynamic Agent Desktop. Agents can now seamlessly manage more than 14,000 customer calls and 1,000 emails per week from initial contact through resolution, and have reduced email response time to less than one day
- Empowered customers to get accurate and complete information online 24x7, creating a 20 percent decrease in incoming inquiries
- Increased customer satisfaction by using customer feedback for product and support improvements