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Brooks uses RightNow Chat to bring run-happy service spirit online

30
Mar '10
Brooks Sports Inc a leading running company that designs and markets high-performance running shoes, apparel, and accessories, selected RightNow to provide enhanced customer service experiences. Brooks uses RightNow CX, the customer experience suite, to efficiently deliver information and seamlessly communicate with the running community via the Web, phone, email, and chat.

RightNow Provides Brooks Customers with Improved Access to Information
With the RightNow Web Experience, Brooks customers can access a central, self-learning knowledge base 24X7. Via the “Help” section on www.brooksrunning.com, customers can more easily and quickly find answers regarding apparel, sizing, returns, and exchanges, as well as how to find the right shoe for different foot types, gaits, and activities.

Also, when customers contact Brooks via phone, email, or chat, the company's in-house customer service representatives can quickly access the knowledge foundation to provide the most current, relevant information, no matter what contact channel.

Brooks uses RightNow Chat to facilitate real-time, online chat sessions between its service reps and customers. RightNow Chat provides a powerful and effective communication channel that helps Brooks more quickly resolve customer issues and increase purchase conversion rates.

“At Brooks we believe we're building our brand every day through meaningful experiences, from test driving great running products to interacting with a company representative,” said Brooks Director of Online Marketing Meredith Han. “For the past seven years, the running retail community has consistently rated Brooks No. 1 at in-house customer service, and with the launch of RightNow CX, we now have the tools to deliver this same customer service excellence directly to runners worldwide.”

RightNow Technologies


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