Stamps.com Agents Move from Siebel & Kana to RightNow to Deliver
Enhanced Multi-Channel Customer Experiences
Stamps.com
® (NASDAQ:STMP), a leading provider of postage online and shipping
software solutions, selected the RightNow
(NASDAQ:RNOW) on
demand customer relationship management (CRM) solution to provide
enhanced customer service experiences via the web, phone and email.
RightNow replaced Siebel/Kana and was chosen after Stamps.com reviewed
the top three contact center CRM vendors in the market.
With RightNow, Stamps.com expects to improve customer satisfaction and
agent productivity by helping:
-
Agents, located in multiple support centers, access one central
self-learning knowledge foundation to provide consistent information
to customers about topics such as software installation and account
transfers
-
Customers quickly find answers online regarding postage printing
instructions, USPS regulations and delivery confirmation, which
reduces email and call volume, allowing agents to focus on complex
issues
-
Capture valuable customer feedback from survey responses on
interactions, products and services to share insight internally for
continued business improvements
-
Reduce training period of new agents through RightNow’s ease-of-use
and simple desktop implementation
“Stamps.com
strives to increase customer satisfaction. RightNow was an easy solution
choice to help our agents be more effective and better service
customers, enhancing their experiences with our company.”
Dawn Stevenson, director of customer care, Stamps.com
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.
RightNow Technologies
Sara Crow, 406.548.3266
sara.crow@rightnow.com
or
Horn
Group for RightNow Technologies
William Stickney, 415-905-4025
wstickney@rightnow.com
