Retail & Consumer Goods

More than 200 retailers and consumer goods manufacturers such as Cabelas, drugstore.com, eHarmony, Graco, Hallmark.com, Leapfrog, Marktplaats, Overstock.com, RealNetworks, Speedo, Tesco, and Sainsbury use RightNow’s retail CX software to deliver customer experiences that keep customers happy—and coming back for more.

RightNow’s Retail CRM Software System Increase Revenues

In retail every customer interaction could be the last if the customer experience is not flawless. And every competitive advantage counts. That’s why RightNow’s retail CRM software system was designed to help online and traditional retailers focus on the customer experience to increase revenues, improve customer care, and reduce costs.

Increase Revenues

• Cross-sell and up-sell shoppers based on their interests
• Provide critical information during the online shopping journey such as shipping costs, return information, and store hours
• Increase online shopping cart conversions through live chat and co-browse
• Drive increased store and online traffic through segmented email communications

Improve Customer Care

• Deliver a single, seamless conversation with customers across all communication channels–phone, online, email, web, chat, social media, or in person
• Empower agents with complete visibility of past customer interactions
• Provide immediate access to the information required to help each consumer
• Gather feedback from customers and take immediate action
• Support outsourcers, blended agents, and at-home agents with one application across all support organizations

Reduce Costs

• Reduce inbound email by 30 – 70%
• Reduce inbound calls by 10 – 30%
• Improve agent productivity by up to 20%
• Reduce agent training time in support of seasonal spikes