Online dating service Match.com says it is using technology from multichannel communications provider RightNow to provide customer support by phone, online and through social networks. The goal is to reduce service and technical-support inquiries by helping Match.com customers quickly find answers to their questions on a 24x7 basis.
With RightNow, more than 50 percent of Match.com's customers are able to address their own questions unassisted, freeing Match.com's contact-center agents to be more productive, noted Match.com Vice President Michele Watson. RightNow is also providing executive and product-development teams with detailed feedback for further improving the customer experience, she said.
"In our line of business, it is essential for customers to find answers to their technical questions about using our service and navigating our web site," Watson explained.
Monitoring Social Channels
Some industry analysts see 2011 as the year in which a significant number of organizations will ramp up their multichannel customer-service initiatives. "This will be harder to do than in the past, as customers now expect more," said Forrester Research Senior Analyst Kate Leggett. "They are increasingly online, want self-service options, and demand responses in real time, often through their mobile devices."
She also noted that social media have grown into an important new channel for interacting with customers in innovative ways. Match.com expects to benefit from RightNow Cloud Monitor, which lets users monitor conversations on Twitter, YouTube, RSS feeds, Facebook fan pages, and other social channels, and then respond quickly and appropriately.
In addition, Match.com expects RightNow's CX customer-experience suite to let its contact-center agents provide customers with information that is consistent across multiple channels in real time. And, RightNow Engage is being used to give Match.com personnel insights into significant customer-service issues.
RightNow Engage is designed to help clients integrate their service, sales, marketing and feedback functions with the external experience channels that customers use to interact. For Match.com, the aim is to generate proactive, relevant customer communications that build loyalty and drive revenue across web, social and contact-center experiences.
Helping To Deliver Relevant Content
Yahoo is also slated to begin using the RightNow CX customer experience suite to help the global portal's contact-center agents deliver enhanced multichannel support. For Yahoo, the goal is to enable its agents to capture, track, assign and manage customer-service requests -- from initial contact through resolution -- regardless of channel.
In particular, RightNow's dynamic agent desktop, work flow, process management, and contextual work-space capabilities were key factors in adding Yahoo as a blue-chip account, noted RightNow CEO Greg Gianforte.
"During the product evaluation process, we were able to produce a fully functional prototype of the end solution," Gianforte said. "We also were able to meet their high-volume needs with live customer references that no other SaaS provider would match."
Putting Business Intelligence to Work
Meanwhile, RightNow continues to add capabilities that promise to further streamline the online customer experiences for its clients. Last month the company acquired Q-go and has since integrated Q-go's natural-language search technology into the RightNow CX suite.
"We are now offering the RightNow CX Intent Guide, which understands the intent behind what a web-site visitor is seeking and immediately delivers the relevant content," Gianforte wrote in a blog. "By capturing queries, understanding intent, and matching that to high-value content, RightNow CX Intent Guide can improve consumers' online experiences, increase customer loyalty, and drive sales."