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BT expands self-service with RightNow

22nd Aug 2007
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BT has chosen RightNow to manage the majority of its online customer service interactions, replacing an incumbent system from Kana.

BT will replace agent-facing knowledge management systems, email response management technology and agent-customer live chat capabilities with RightNow Service. BT has also extended its current contract with RightNow to include further use of its current customer self-service applications.

The RightNow system will be rolled out to 10,000 BT contact centre agents, in the UK and India. It is intended to ensure customer e-mail enquiries are answered with consistent responses and within BT’s 24-hour target response time.

Customers will also be able to chat online with agents to get their questions resolved. At the same time, agents can simultaneously manage a number of customer online chat sessions, increasing their productivity.

“RightNow has proven that it is dedicated to ensuring BT meets its customer commitment goals,” says David Thomson, senior business director, BT Retail. “RightNow is working with us to ensure we get the most from its customer service solutions and is flexing the product to meet our customer requirements. We are confident that we will be able to offer a superb customer experience to our customers, keeping us ahead of the competition.

“We had been looking to expand the contracts that we had in place for knowledge managemnet. We had historically used two suppliers: Kana for e-mail and RightNow for customer self-service. Effecitvely we’re moving to a fully integrated offering. We went through a full tender exercise during which we looked at the whole marketplace. We were not especially driven by whether it was hosted or on premises. The hosted aspect is good for us as there are cost implications.

“In terms of benefits, we want to increase the amount of self-service help that we we offer to our customers. It will help us to reduce call times and call handling times. We also want to increase our first-time call resolution. While we believe we can answer 30-40 percent of our customer's common queries instantly online, customers will always have the option to contact customer services through phone, e-mail or Rightnow live web chat. We want to provide an excellent customer experience.”


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