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Original Post From Tuula Fai

Customers demand personalized service. With margins thinner than ever, how can you provide it in a cost-effective way? The answer is ‘Chat.’

Not chat as in people milling about the water cooler. But Live Chat, the newest customer service channel, whose use has doubled in the past few years and whose customer satisfaction score is the highest of all online channels.

Chat sessions enable customer service agents to provide real-time, personalized answers to several customers at once, increasing contact center responsiveness and efficiency while decreasing costs. Here are some results from Oracle RightNow Chat customers:

Inc. 500 Retailer ideeli—Chat enables Ideeli agents to respond to customers within 15 seconds. Faster response times have increased ideeli’s Net Promoter Score and conversion rates while reducing its costs through email deflection and greater efficiency. Chat now accounts for 50% of its customer interactions and is becoming its most popular channel.
Financial Services Leader Jackson Hewitt—Chat enables Jackson Hewitt to provide real-time support to both tax preparers and end customers, increasing their satisfaction while improving support efficiency with agents handling multiple chat sessions simultaneously. Chat, along with the knowledge base, has reduced calls by 40%, lowering Jackson Hewitt’s support costs.
High Technology Innovator Xactware—Chat enables Xactware to handle higher support volume without added headcount, despite rapid customer growth. With 75% of inquiries coming through chat, including mobile chat, Xactware has generated significant savings while beating its service level KPIs by as much as 80%.

Using Oracle RightNow Chat, these companies have improved customer service and operational efficiency at the same time, paving the way for sustainable growth and profits.

To learn more, please visit our Oracle RightNow Chat website or contact a representative at (866) 630-7669. You can also see an overview of Oracle RightNow Chat on YouTube.

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Vijay Nachimuthu

By Vijay Nachimuthu

Vijay Nachimuthu is a Managing Principal of AltaFlux. His blogs mainly focuses on latest cloud technology trends and its impact on enterprises.