Overstock.com, iRobot, and drugstore.com Focus on Delivering
Excellent Customer Experiences and Increasing Profit
Three RightNow® (NASDAQ: RNOW) on
demand customer relationship management (CRM) clients — Overstock.com;
iRobot;
and drugstore.com
— earned 2009 1to1 Customer Champion Awards from 1to1
Media, a division of Peppers & Rogers Group.
“It is exciting to see three RightNow clients recognized as Customer
Champions. We congratulate them on their commitments to delivering
superior customer experiences.”
Greg
Gianforte, CEO, RightNow
drugstore.com Captures the Voice of the Customer
drugstore.com is a leading online retailer of health, beauty, vision and
pharmacy products.
-
Customer
Champion: Ron Kelly, vice president of customer care and logistics
-
Employees have coined the term WWRD (What Would Ron Do) because of his
passion for solving customer problems and delivering high-quality
service
-
Using RightNow to help contact center agents provide timely, accurate
and high quality experiences to customers; enable customers to find
their own answers at their convenience, reducing incoming phone calls
and emails
To learn more about drugstore.com, click
here.
iRobot Thinks Like a Customer
iRobot is the maker of the Roomba® Vacuuming Robot.
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Customer
Champion: Maryellen Abreu, director of global technical support
-
“Think Like a Customer” is the foundation of iRobot’s service strategy
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Using RightNow to capture insight from all customer interactions,
analyze the feedback and continuously improve products and processes
to better meet customer needs
To learn more about iRobot, click
here.
Overstock
Does What’s Right for the Customer
Overstock.com is a leading online retailer offering brand-name
merchandise at discount prices.
-
Customer
Champion: Stormy Simon, senior vice president of marketing and
customer care
-
Believes customer interactions in the call center are an extension of
the brand, so it is a priority to create great customer experiences
-
Using RightNow to increase the quality and efficiency of customer
interactions across all contact center and communication channels to
deliver a consistently high-quality experience
To learn more about Overstock.com, click
here.
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions
and services organizations need to cost-efficiently deliver a
consistently superior customer experience across their frontline
service, sales and marketing touch-points. Approximately 1,900
corporations and government agencies worldwide depend on RightNow to
achieve their strategic objectives and better meet the needs of those
they serve. RightNow is headquartered in Bozeman, Montana. For more
information, please visit RightNow
Technologies.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ
is a registered trademark of the NASDAQ Stock Market.
Photos/Multimedia Gallery Available: http://www.businesswire.com/cgi-bin/mmg.cgi?eid=5993619〈en
RightNow Technologies
Chaundera Wolfe, 406-556-3323
cwolfe@rightnow.com
