February 04, 2011
RightNow Helps Match.com Customers Find Love
By Rajani Baburajan
RightNow, the customer experience suite, is assisting Match.com, an online dating service, to offer outstanding customer support via the phone, Web and social networks, while reducing incoming customer inquiries.
BecauseMatch.com is a Web-based service, it is important for the company to offer positive online experience and resolve technical issues to customers instantly, according to Match.com officials.
Match.com offers online service and technical support information 24x7 to customers helping them find answers to their relationship questions. With RightNow’s Web Experience solutions, more than half of Match.com customers are able to collect information themselves to address their questions.
“In our line of business it is essential for customers to find answers to their technical questions about using our service and navigating our website,” said Michele Watson, vice president of Global Customer Care, Match.com, in a statement.
“With our growth rate continuing to climb, RightNow helps our customers receive the support they need in real-time, our contact center agents be more productive and helpful, and our executive and product development teams receive detailed feedback to continue to improve our customers’ experience,” Watson added.
Match.com contact center agents use RightNow CX and they have access to a central, self-learning knowledge foundation to offer latest information consistently, across multiple channels, company officials said.
Contact center agents can tap into RightNow’s dynamic agent desktop capabilities to tailor the information that is presented on their screen to deliver relevant answers and ensure superior customer service.
Match.com uses RightNow Cloud Monitor to track comments made by customers via social media websites such as YouTube, Facebook (News - Alert) and Twitter. Match.com uses the RightNow Cloud Monitor tool to report what the customers are saying about Match.com’s brands to executives.
RightNow Feedback, another feature of RightNow’s Web Experience Solutions, helps analyze and understand customer service issues. The daily reports help the team prioritize service issues based on how many customers are being impacted.
Last year, RightNow announced that it has been selected by Yahoo! to implement RightNow CX to help their global contact center agents deliver exceptional customer experiences across the Web, social networks and contact centers, via the cloud. Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Janice McDuffee