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RightNow supports growth at Men's Wearhouse
08
Jul '11
Men's Wearhouse, a national provider of men's clothing and formalwear rentals, is working with RightNow to extend its high-quality in-store customer experience to the web and contact center.

With RightNow CX, the customer experience suite, Men's Wearhouse is quickly and consistently engaging with tech-savvy consumers across multiple touchpoints to best meet their needs and preferences. The solution is helping the retailer both to increase sales and streamline contact center operations during a time of rapid expansion.

“The Men's Wearhouse brand is built on quality clothing and personalized service, and our customers are our highest priority. With RightNow, it's easy for customers to get in touch with us and speak with agents that are empowered to give them what they need. RightNow helps us continually improve the customer experience we deliver to drive value through the whole organization.” Melissa Porter, senior director of contact center operations, Men's Wearhouse

RightNow was implemented during a time of rapid growth at Men's Wearhouse, including a growing number of contact center agents. The solution helps Men's Wearhouse to deliver personalized, consistent support across channels, as well as quickly provide information to customers when and where they need it. Men's Wearhouse was able to implement RightNow in less than two months, enabling agents to be more efficient and empowered during the crucial holiday shopping season. More than 100 contact center agents are now using the RightNow Dynamic Agent Desktop to unify customer interactions across phone, email and chat, and to give timely, contextually relevant information to customers.

In addition, with RightNow's web self-service capabilities, customers are empowered to seek answers to their questions anytime and anywhere without agent assistance, which has reduced call volume.

Men's Wearhouse Enhances Customer Experience with RightNow Chat

Using RightNow, Men's Wearhouse customers receive a unified brand experience, regardless of whether they engage via the web, chat, email or phone. With the RightNow Chat solution, Men's Wearhouse is providing real-time support to replicate the in-store stylist experience with online consumers. Agents can facilitate multiple, simultaneous chat sessions to give fashion tips, answer questions on finding the best fit, or provide advice on coordinating suits and accessories.

Men's Wearhouse Weaves the Voice of the Customer into Every Interaction

Using RightNow Feedback, Men's Wearhouse issues a survey after every interaction to capture the voice of the customer, integrate the feedback across channels, and take action to engage with customers proactively. By listening closely to why a customer is an advocate, Men's Wearhouse is able to repeat that successful formula and add value to the entire business. This feedback also gives the company the tools it needs to continuously monitor and improve upon its customer experience strategy.

RightNow Technologies Inc


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