Retailers’ holiday promotions and a shift in consumer buying habits generates heavy demand for Monday deliveries by FedEx.
With RightNow CX, the customer experience suite, HauteLook is empowering its contact center to quickly and consistently respond to members via the channel of their choice.
BOZEMAN, Mont.--(BUSINESS WIRE)-- RightNow (NASDAQ: RNOW) is helping HauteLook, a member of the Nordstrom family, meet the needs of modern online shoppers by providing personalized and consistent multi-channel member experiences. With RightNow CX, the customer experience suite, HauteLook is empowering its contact center to quickly and consistently respond to members via the channel of their choice, including phone, email and chat. HauteLook is using RightNow to keep pace in the highly competitive flash sale sector by handling more than 40,000 member inquiries per month, while scaling to meet the demands of popular sale events. Utilizing RightNow, HauteLook is also driving sales by converting 13.5 percent of all chat sessions into new purchases.
"A top priority for HauteLook is providing our members with a unique, personalized experience that drives ongoing brand advocacy and loyalty. RightNow helps our Member Care organization capture valuable insight and deliver a seamless experience no matter how a member chooses to engage with our brand. Using RightNow, agents also have the right information at the right time to give members confidence and positive interactions, whether solving an order issue or making a big purchase online."
Chris Purpura, director of member care, HauteLook
HauteLook Meets the High-Pressure Demands of Flash Sale Shopping with RightNow Contact Center
Launched in 2007, HauteLook sells clothing and accessories for women, men and children, as well as home furnishings, beauty products and high-end Getaways travel packages. The company also launched Sole Society, a monthly shoe membership site, in March 2011. HauteLook partners with brands to create 48-hour sale events, offering as much as a 75 percent discount. As a result, Member Care associates are under intense pressure to manage a high number of member interactions in a short time period coinciding with a sale event.
Approximately 40 agents at HauteLook use the RightNow Dynamic Agent Desktop to manage its rapidly growing number of member interactions, which are already up 20 percent per month over last year's holiday season. RightNow is integrated with HauteLook's e-commerce system to provide associates with a 360-degree view of each member, including order and support history. With RightNow, HauteLook can easily handle multi-channel member interactions from a single point of reference, and track, assign and manage requests from initial contact through resolution. Also, by leveraging RightNow's cloud-based solutions, HauteLook can easily scale agent headcount or empower at-home agents to accommodate top sale events without increasing internal IT infrastructure costs.
"Our busiest times are not just seasonal. We also get significant traffic when we have popular brands at deeply discounted prices that yield high member engagement. We need our member experience solution to help us be nimble and quickly respond to changing business dynamics. RightNow gives us a flexible and efficient solution that can scale up or down to keep step with our most popular sale events, while providing a consistent experience for our members."
Stuart Richman, chief information officer, HauteLook
HauteLook Engages Members and Drives New Sales with RightNow Chat
RightNow CX gives HauteLook's tech-savvy members the ultimate multi-channel experience. With RightNow Chat, Member Care associates, many with fashion institute experience, can provide a personalized, insightful shopping experience, as well as instill confidence about purchasing big ticket items online. For example, more than 80 percent of shoppers chat with an agent before booking a Getaways travel package. Overall, 13.5 percent of chats sessions are converted into sales, with the number of sessions steadily growing since chat was introduced late last year. RightNow Chat also provides significant efficiencies to HauteLook, as Member Care associates can manage up to four chat sessions at once.
HauteLook Uses RightNow to Capture the Voice of the Member
Using RightNow's feedback management solution, HauteLook can solicit and respond to member feedback in any channel, then share that feedback across the organization and with brand partners to drive sales opportunities and superior member experiences. HauteLook has a 20 percent completion rate on all surveys, demonstrating how highly engaged its members are. This powerful, direct customer insight also gives a growing organization like HauteLook the opportunity to establish best practices, improve processes, and circumvent problems before they occur.
HauteLook, a proud member of the Nordstrom family, is a leading online private sale site, offering 48-hour sale events on the top fashion and lifestyle brands. With new sale events starting each day, HauteLook offers discounts up to 75% off on great brands in women's and men's fashion and accessories, kids, home décor, beauty, and travel. Since its launch in 2007, Los Angeles-based HauteLook has attracted over five million members in the U.S. and Canada. HauteLook is free to join and everyone is welcome. Visit www.hautelook.com to learn more.
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.
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