RightNow Technologies (Company
Profile, Past
Stories, Case
Studies), the world’s leading provider of hosted customer service and support solutions, today announced SearchCRM has honored RightNow customer
MyFamily.com with the Customer Touch award.
This is the second such honor MyFamily.com has received in as many weeks, following on the heels of winning the “2003 CRM Elite” award from CRM Magazine.
MyFamily.com, among the largest online subscription businesses on the Web, received the award for providing highly efficient and cost-effective support to more than one
million paid subscribers. Using RightNow’s hosted customer service platform, MyFamily.com was able to reduce the number of staff responding to emails from 15 full-
time equivalents to five—even as subscribers grew by 60 percent—while achieving a response time of fewer than 12 hours for most emails. MyFamly.com also
achieved a “save” rate for cancellations of 35 percent – the rate at which cancellations are deflected as a result of a customer service interaction, well above the industry
average. As a result of these achievements, MyFamily.com reaped a return on its investment in RightNow’s technology of more than 250 percent within nine months.
“MyFamily.com’s commitment to customer service is one of the key reasons that we have become one of the largest paid sites on the Internet,” Jared Richards, director of
Customer Solutions at MyFamily.com, said. “We are delighted that both SearchCRM.com and CRM Magazine have seen fit to recognize what we have been able to
achieve in partnership with RightNow, and we expect to achieve even more impressive customer service successes in the future.”
Like many other companies, MyFamily.com takes advantage of RightNow’s hosting services to gain all the benefits of RightNow’s technology without having to shoulder the
costs and management burdens associated with in-house software implementations.
“The significance of MyFamily.com’s achievements are magnified by the fact that two separate industry organizations have recognized its innovative customer strategy in a
short a period of time,” Sean Forbes, global vice president of marketing and business development at RightNow, said. “We take pride in what RightNow customers
have accomplished using our technology and professional services, since those accomplishments are the ultimate proof of the power of RightNow’s solutions.”
About MyFamily.com, Inc.
MyFamily.com, Inc. is among the largest online subscription businesses, with over one million paid subscriptions and more than 10 million people using its Web resources
every month. An interactive media company, MyFamily connects families with their histories and one another. The MyFamily network of Internet properties includes:
MyFamily.com, Ancestry.com, Genealogy.com, and RootsWeb.com. The Company also publishes Family Tree Maker, the #1 selling family tree software, Ancestry
magazine, Genealogical Computing magazine, over 50 book titles, and numerous databases on CD-ROM.
About RightNow Technologies
RightNow Technologies is the leading customer service and support solutions company that radically and rapidly improves the effectiveness of service and support
operations with easy-to-implement/easy-to-use technology, replicable best practices drawn from the industry's broadest base of successful implementations, and
engagement terms that create accountability for delivering quantifiable results.
RightNow has delivered these benefits to more than 1,000 customers worldwide such as: Air New Zealand, Ben & Jerry's, Briggs and Stratton, British Airways, Cisco,
Dolby Laboratories, Inc., Pioneer, Raymarine, Remington, Sanyo, Specialized Bicycles, and more than 150 public sector clients including the Social Security Administration
and the State of Florida.
Founded in 1997, RightNow has offices in Bozeman, Dallas, San Mateo, London, and Sydney, with an associated office in Tokyo. RightNow's products are available
in 17 languages worldwide. For further information visit http://www.rightnow.com/.
email this article