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RightNow Helps Specialized Create Social Advocates and Deliver Excellent Customer Experiences

^{Published on 2011-03-08 13:15:56 - Market Wire}
 

BOZEMAN, Mont.--([ BUSINESS WIRE ])--Specialized, designer and manufacturer of the worlda™s best bikes, equipment, and apparel, uses [ RightNow ] (NASDAQ: RNOW) solutions to differentiate against competition by delivering superior multi-channel customer experiences. With [ RightNow CX ], the customer experience suite, Specialized delivers seamless web support and proactive social support to its customers, creating brand advocates while reducing support costs. With RightNow, Specialized also delivers personalized customer communications, which increase web traffic to featured product pages by 30 percent.

"We recognize how important customer service is; brands are finding it harder and harder to compete on price and product. RightNow is helping us to differentiate through great customer experiences, while reducing support costs."

aWe recognize how important customer service is; brands are finding it harder and harder to compete on price and product. RightNow is helping us to differentiate through great customer experiences, while reducing support costs.a

Ryan French, Director of Inside Sales and Customer Service Operations, Specialized

Specialized Uses RightNow to Create Social Brand Advocates

Bikers are incredibly vocal, brand-loyal consumers, and heavily use the social web to interact with brands. Specialized uses [ RightNow Cloud Monitor ] to participate in social conversations about the brand on industry blogs, Twitter and Facebook. [ RightNow Cloud Monitor ] alerts Specialized when there are social discussions about the brand, and enables the company to engage in these conversations and proactively reach out to customers to provide accurate responses and support. RightNowa™s social solutions help Specialized seamlessly address customer issues to create social brand advocates.

aWhen we engage with customers on social channels, the response is overwhelming. In just one example, we received an alert from RightNow and found that a customer was concerned that his local bike shop would take three weeks to fix his Specialized bike. Our standard turnaround time is three days, so we called his shop and were able to get the bike back to him the next day. We transformed a customer with a negative experience into an advocate who says he will be aSpecialized for life,a™ all in a forum that thousands of people will see.a

Ryan French, Director of Inside Sales and Customer Service Operations, Specialized

RightNow Empowers Specialized Customers to Easily Find Answers Online

With RightNow, Specialized also empowers avid biking consumers to easily access up-to-date information online 24x7. Using the [ RightNow CX ] self-learning knowledge foundation, Specialized has increased self-service and call deflection rates, which greatly reduces support costs. In addition, Specialized retailers can access the central knowledge foundation to find answers about products, warranties, and orders, as well as use the tool to better serve their local customers.

RightNow Helps Specialized Personalize Customer Outreach

With [ RightNow Marketing ], Specialized delivers highly targeted marketing campaigns, increasing web traffic to featured product pages by 30 percent, and driving foot traffic into retailers. RightNow provides a complete view of the customer by gathering valuable insight from each interaction; whether a support incident or product demo. Utilizing this information, Specialized crafts personalized messages with new product offerings, dealer locations, and service recommendations. RightNow further improves Specializeda™s campaign effectiveness by tracking open and response rates of messages, while automatically adding customer insight to each record to help tailor future outreach.

About Specialized

Specialized Bicycles was founded in 1974 by riders for riders. Headquartered in Morgan Hill, California, with global distribution, the company focuses on making everyonea™s time on a bike better by delivering functional and technically advanced equipment that provides a performance benefit.

About RightNow

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 ].

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of The NASDAQ Stock Market LLC.

FRNOW