Cabela’s Uses RightNow On Demand CRM to Chat and Connect with Customers Online
BOZEMAN, MONT. (February 12, 2008)- Cabela’s Incorporated, a leading specialty retailer of hunting, fishing, camping and related outdoor merchandise, uses RightNow® Technologies (NASDAQ: RNOW) on demand customer relationship management (CRM) solutions to provide its customers with exceptional experiences.
Using RightNow solutions, Cabela’s is able to chat with customers online, which is particularly useful in assisting customers during their online shopping experience, and as a result, the company has reduced the number of abandoned shopping carts. The RightNow chat feature is also a boon to productivity, since experienced customer service staff can handle several chats at once. With RightNow, Cabela’s is able to ensure that customers receive consistent information, regardless of how they contact the company.
Cabela’s has also built and continuously refines a searchable online knowledge foundation that ensures consumers can easily find the information they need 24 hours a day on the company’s website. Plus, RightNow automatically routes Cabela’s incoming customer emails to the most appropriate staff member, based on the customer’s needs. Cabela’s employees can refer to knowledge foundation for the most current company and product information to use in their replies. With the help of RightNow, the company is now able to reply to most customer emails within 2.5 hours, and the volume of phone calls to Cabela’s contact center has dropped.
“For Cabela’s, a company that values customer service above all, offering our customers a choice in how they interact with us is important, and the multi-channel online service capabilities that RightNow provides are indispensable-especially as more customers interact with us via the web,” said Ron Spath, Cabela’s vice president of customer relations.
Customers who prefer a bricks-and-mortar experience can use Cabela’s website to find company store locations and hours of operation, without contacting the company. Providing easy access to information about store locations also increases the likelihood that customers will purchase at a retail location.
Cabela’s ability to deliver an outstanding customer experience is widely recognized. Independent observers have honored the company for its culture of service: Business Week ranked Cabela’s among its “Top 25 Customer Service Elite,” Fast Company named Cabela’s one of its 15 “Leading Listeners,” and Cisco ranked Cabela’s as the number one online retailer in customer experience in a benchmarking study. Providing consistently outstanding customer experiences helped in boosting the company’s sales to more than $2 billion in 2006.
About Cabela’s Inc.
Cabela’s Incorporated, headquartered in Sidney, Nebraska, is the world’s largest direct marketer and a leading specialty retailer of hunting, fishing, camping and related outdoor merchandise. Since the company’s founding in 1961, Cabela’s® has grown to become one of the most well-known outdoor recreation brands in the world, and has long been recognized as the World’s Foremost Outfitter®. Through Cabela’s well-established direct business and its growing number of destination retail stores, it offers a wide and distinctive selection of high-quality outdoor products at competitive prices while providing superior customer service. Cabela’s also issues the Cabela’s CLUB® Visa credit card, which serves as its primary customer loyalty rewards program.
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organizations need to cost-effectively deliver a consistently superior customer experience across their frontline services, sales and marketing touch-points. Approximately 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. Founded in 1997, RightNow is headquartered in Bozeman, Montana. For more information, please visit www.rightnow.com.
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