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TheStreet Open House

RightNow And Teleperformance Help The Boston Globe Deliver Great Customer Experiences

Stock quotes in this article: RNOW

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

“With RightNow CX and Teleperformance the Boston Globe gets the expertise and efficiency needed to drive business growth and increase customer satisfaction. Selling to us wasn’t just about making a sale or checking a box. Both companies genuinely want to see us succeed.” Robert Saurer, director of customer care and marketing, Boston Globe

About Teleperformance

Teleperformance (NYSE Euronext Paris: FR 0000051807), the world’s leading provider of outsourced CRM and contact center services, has been serving companies around the world by developing and managing customer acquisition, customer care, technical support and debt collection programs on their behalf. In 2009, the Teleperformance Group achieved €1.848 billion revenues (US$2.6 billion – average exchange rate at December 31, 2009: €1 = US$1.39). The Group operates about 83,000 computerized workstations, with more than 100,000 employees (Full-Time Equivalents) across 270 contact centers in 50 countries and conducts programs in more than 66 different languages and dialects on behalf of major international companies operating in various industries. www.teleperformance.com

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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