“Last year, Regan realized that more than 80% of
customer-service callers had Web access. In fact, most of them
actually got the company’s phone number from the site. “The fact
that they ended up having to call us made it clear that they
weren’t able to find what they were looking for on the site,” he
says. “That meant that we were frustrating the people we should be
bonding with.” And with more than 12,000 unique visitors to the
site every day, that meant a lot of damage.”
“As a result, Regan looked for a solution that would let
Specialized Bicycle interact more effectively with customers
online. He needed a system to create an easy-to-navigate list of
frequently asked questions based on customer needs. He also wanted
a better system for handling E-mail queries. And, since he didn’t
have significant IT resources to spare, he needed a system that
would be easily installed and maintained.”
“Right Now Web, a Linux application from Right Now
Technologies Inc., lets Specialized Bicycle dynamically create and
refine the content of its frequently asked questions. It
automatically puts up front the topics that visitors search for
most often, and it also lets Specialized Bicycle track E-mail
queries using a trouble-ticket system and online content to answer
questions quickly.”