drugstore.com Chooses RightNow for Integrated Voice and Web Self-Service
Unique On Demand RightNow Solution Provides Superior Customer Experience
Bozeman, MT (September 19, 2005) — RightNow® Technologies (NASDAQ: RNOW) today announced drugstore.com, inc., a leading online provider of health, beauty, vision and pharmacy products, has deployed RightNow’s unique voice and customer self-service solutions to support its multiple Web sites, including www.drugstore.com, www.beauty.com, and www.visiondirect.com. The technology will enable the company to deliver high-quality self-service via both phone and the Web.
Self-service is important for drugstore.com™ customers, who typically prefer to find their own answers and solve many of their own service issues. With these automated features, drugstore.com expects to further enhance customer satisfaction and loyalty, support the tech-savvy image of its world-class brand, and improve the efficiency of its contact center operations.
RightNow’s award-winning technology optimizes the effectiveness of self-service channels through a variety of competitively differentiated capabilities, including streamlined knowledge base content management and AI-enhanced search functions. In addition, unlike other products on the market, RightNow leverages a common, patented knowledge base across all solutions. This knowledge base can significantly reduce the cost of content development and management, while ensuring customers receive consistently accurate answers via both channels.
drugstore.com™ customer service agents will use this same knowledge base as a primary internal information resource.
“Our highly educated, tech-savvy customers have a very strong preference to help themselves,” Ron Kelly, senior director of operations for drugstore.com, inc., said. “With RightNow Service™, we can make their self-service experience highly satisfying and maximize the number of issues we resolve without human intervention.”
After an evaluation of competitive products, drugstore.com chose RightNow for its ability to integrate voice and Web solutions, the ease of implementation offered by its on-demand delivery model, and its track record of success with both Fortune 500 and entrepreneurial companies.
“Because voice and the Web are simply two channels for executing a common set of CRM processes, it is fundamentally inefficient and more expensive to support them with separate, stove-piped applications,” Joseph Brown, RightNow’s vice president of voice solutions, said. “RightNow’s integrated, cross-channel approach is both innately logical and economically compelling, and it gives companies like drugstore.com one more very strong reason to embrace our industry-leading self-service solutions.”
About drugstore.com
drugstore.com, inc. (NASDAQ:DSCM) is a leading online provider of health, beauty, vision and pharmacy products. The drugstore.com™ online store provides a convenient, private and informative shopping experience that encourages consumers to purchase products essential to healthy, everyday living. The online store offers thousands of brand-name personal health care products at competitive prices; a full-service, licensed retail pharmacy; and a wealth of health-related information, buying guides, and other tools designed to help consumers make informed purchasing decisions. Consumers can personalize their shopping experiences with shopping lists, email reminders for replenishing regularly used products, and private email access to pharmacists and beauty experts for questions.
About RightNow Technologies
RightNow (NASDAQ: RNOW) provides organizations with industry-leading on demand CRM solutions to build customer-focused businesses. RightNow`s acclaimed technology, comprehensive services and commitment to customer success deliver high returns on investment for its customers. More than 1,300 organizations worldwide use RightNow solutions including British Airways, British Telecom, Cisco Systems, Continental Tire North America, John Deere, Nikon and the Social Security Administration. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia. For further information, please visit www.rightnow.com.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
Back...
