easyJet has signed an on demand CRM deal with RightNow Technologies. The purpose is to enhance its customer service and save £750,000 on current operational costs.
In accordance with this deal, easyJet will initially deploy RightNow Service across all seven of its European web sites to help manage the associated growth in customer communication. EasyJet expects to see a return on investment in under a year.
By deploying RightNow we want to achieve two key things, said Gary Schaffer, head of contact centre at easyJet. We continually strive to provide our customers with the very best levels of customer service, so this was a primary objective. We also want to keep operational costs as flat as possible by avoiding a linear headcount as passenger enquiries increase. By selecting a hosted solution from RightNow were confident of achieving both goals.
easyJet sells approximately 98% of its seats via the Web, so it is crucial that customers can easily carry out end-to-end transactions while they are online. By using RightNow , the Company expects its 1.5 million weekly visitors to ask for help in their own words, and receive instant answers that use artificial intelligence to ensure their relevancy. Customers unable to find information can submit an email that will be answered by an easyJet customer service agent. 35 agents have access to the RightNow knowledge base of questions and answers, so if a new question is asked they can upload the answer to ensure customers wont need to email with the same enquiry again.
2004-12-21
Em Foco – Projecto