Combined Email and Chat Platform Reduces Email and
Increases Agent Response Time
Redwood Shores, CA - June 26, 2012
News Facts
•
Angie's List, a leading consumer review website, has
adopted
Oracle's RightNow CX Cloud Service, the customer
experience suite, to allow it to reach its core
technology goals of combining email and chat into a
single platform to help reduce agent inefficiencies and
increase customer engagement and cost savings.
• More than one million paying households rely on Angie's
List and its collection of consumer reviews and ratings
on local service providers in more than 550 service
categories to make the best hiring decisions.
• Angie's List was experiencing incredible growth. As a
result, the stress on the company's Exchange server was
too great due to the massive number of employee and
customer emails received daily.
• To provide the best customer experience possible,
Angie's List identified the need to transition from its
use of Microsoft Outlook and a simple chat client to a
robust customer experience platform.
• The company selected
Oracle's RightNow Web Experience, a component of
Oracle RightNow CX Cloud Service, for its ability to
provide easy to use web self-service capabilities and
self serve content to its users directly from the Angie's
List website.
Providing Service that Members Can Trust
Oracle RightNow CX Cloud Service is equipped with a
knowledge foundation that learns continuously from every
customer and employee interaction, allowing it to infuse
knowledge from the entire ecosystem and to deliver
real-time, relevant information at every touch point.
The service is proving very effective in training new
employees and as a resource to communicate features and
changes to Angie's List customers.
With fewer emails taxing the technology infrastructure,
and more information provided online for customers,
Angie's List has empowered its members to discuss, rate
and subscribe to any answers within its knowledge
foundation-finding answers to questions at any time
of the day or night.
More than 200 Angie's List agents now leverage Oracle
RightNow CX Cloud Service to deliver accurate information
more quickly to members, by putting up-to-date answers and
collective insights at agent fingertips, thereby helping to
improve the customer experience.
Since the deployment in April 2012, Angie's List is
experiencing cost savings, improved customer access to
information and fewer customer service inquiries. In
addition, the company has seen a dramatic reduction in
agent questions and a marked improvement in agent
productivity.
Supporting Quotes
"Angie's List has experienced rapid growth, and our
approach to customer service required an overhaul to keep
pace, cut costs and deliver the experience our customers
deserve," said Jon Buck, operations manager, Angie's List.
"Oracle RightNow CX Cloud Service offers the robust
features that we required. Both our customers and our
agents now have access to new resources for information and
communication that can provide faster response rates and
reduced emails because customers now have answers at their
fingertips. We could not be more pleased with our
deployment."
"Angie's List is a great example of how Oracle RightNow CX
Cloud Service can dramatically change the landscape of an
organization's customer experience," said Anthony Lye,
senior vice president, CRM, Oracle. "Oracle RightNow CX
Cloud Service provides the choice and power for companies
to set best-in-class customer service standards that can
improve customer engagement while driving down costs."
Supporting Resources
About Oracle
Oracle engineers hardware and software to work together in
the cloud and in your data center. For more
information about Oracle (NASDAQ:ORCL), visit www.oracle.com
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