With RightNow, iRobot's World-class Social Contact Center Successfully Engages the Modern Consumer
 
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With RightNow, iRobot's World-class Social Contact Center Successfully Engages the Modern Consumer

Every company has to constantly learn from its customers. But when you’re pioneering a new market, it’s even more important to quickly find out what customers want and to deliver great service and support. That’s why iRobot—makers of the award-winning Roomba® Vacuuming Robots—has embraced RightNow CX, the customer experience solution that gives iRobot the power to manage the experiences that matter most to its customers. With RightNow CX, iRobot can hear and react quickly to what its customers are saying across all communication channels—including multiple social channels.
Having sold more than 6 million home robots worldwide, iRobot is the undisputed home robots leader. RightNow helps the company provide exceptionally responsive support via phone, email, the web, chat, and social channels while maximizing agent productivity, lowering costs, and driving revenue. In addition, RightNow’s highly automated marketing capabilities help iRobot nimbly and cost-effectively pursue a full range of up-sell and cross-sell opportunities.

 
Successfully and Efficiently Handling Tens of Thousands of Interactions Each Month

A word from iRobot

  • “RightNow enables us to get the most value out of every communication channel and every contact center agent. It provides a complete, well-automated environment for getting customers the information they need, when they need it—while at the same time providing us with rich insight we need to ensure that all of our business decisions are truly customer-driven.”— Maryellen Abreu, Director of Global Technical Support, iRobot

Because few of iRobot’s customers have ever owned any type of robotic product before, effective technical support was absolutely critical for driving broad consumer acceptance of the Roomba line. iRobot uses RightNow to provide exceptional service whether a customer comes to them through the web, through iRobot’s contact center, or via a social media channel, assuring the company offers effective, immediate assistance.
With web self-service, iRobot delivers knowledge and subject matter experts available 24/7, empowering customers to research, purchase products, and resolve issues online with or without agent assistance. iRobot incorporated existing material from manuals as well as pictures and video clips into its RightNow knowledge base, which it continues to build on from customer questions and feedback. The “Top 20” list of most commonly asked questions ensures that a maximum number of users can find the information they need without initiating a search. As a result, iRobot’s web self-service rate is over 97%, the company experienced a 30% reduction in incoming phone volume with headcount reduced accordingly, and call abandonment rates average 1-2%.
“RightNow enables us to get the most value out of every communication channel and every contact center agent,” says Maryellen Abreu, iRobot’s director of global technical support. “It provides a complete, well-automated environment for getting customers the information they need, when they need it—while at the same time providing us with rich insight we need to ensure that all of our business decisions are truly customer-driven.”

 
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Real Benefits

 
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About iRobot

 
 

 
 

Challenges

  • Maximize adoption of their new technology
  • Optimize use of multiple communication channels
  • Provide exceptional service uniformly through the web, social media, and traditional channels
  • Identify potential revenue opportunities
  • Control costs

Solutions

Oracle Product and Services

  • RightNow Technologies
  • Customer service budget reduced 20% year over year since 2007
  • 97% web self-service rate
  • 30% reduction in phone calls
  • Leveraged North American success to quickly deploy in Europe and Latin America
  • 2009 1to1 Media Customer Champion Award
  • 2009 Gartner and 1to1 Media CRM Excellence Award
  • 2008 CRM Magazine Service Elite Award


This story was originally published on RightNow.com