Sydney
, Australia (24 August, 2009) - RightNow Technologies (NASDAQ: RNOW), today announced that it is working with new, online-only, insurance business The Buzz, to deliver cloud-based customer care designed to appeal to, and support, the internet-proficient users attracted to The Buzz’s online car insurance.
Part of the Insurance Australia Group (IAG), The Buzz is Australia’s first insurance provider to have been shaped by asking an online community of people what they want from their insurance provider. In response, The Buzz has created a compelling, quick and easy, online insurance offering, and called on RightNow to bring these brand elements to its customer service channels, providing customers with highly interactive experiences as they move through their online insurance journey.
“Using customer focus groups and an online community, we were able pin-point what internet-savvy consumers desire from customer service. We also spent time researching customer experiences in other countries and industries to understand what elements our customer services needed to incorporate and what areas we should leave alone.” The Buzz CEO, Jacki Johnson said.
Online, RightNow’s Chat function allows customers who may have questions about a policy or claim to chat at any time with a member the Buzz assist team. While The Buzz wants to provide an experience where customers can easily self-serve their own insurance needs, the Chat session provides a co-browse facility where customers can be guided through the steps necessary to complete policy or claim forms.
RightNow is also at the heart of The Buzz’s contact centre, located in Sydney. Details of each customer’s email and phone incidents are logged by RightNow so that service team have an historical record of previous engagements, helping ease any future customer interactions. The contact record is integrated with RightNow’s contact centre infrastructure partner, SmartSpeak, so as a customer call is answered a RightNow screen-pop can show the contact record containing the customer’s information and incident history.
“Consumer expectation about customer service has been influenced by experiences with industries like retail and banking so, while customers may only interact with The Buzz, or any insurance company, once or twice a year, it’s really important to make that interaction quick and easy. That’s why we listened to the community and delivered the service channels that people want. For instance, we know that a live chat session is favoured above click-to-call. Through technology like RightNow we can respond to our customers quickly,” explained Ms Johnson.
Additionally, customers have round-the-clock online access to an intelligent knowledge foundation that they can quickly search to find answers to routine questions. To simplify searching for information, the three to five most popular answers customers seek are dynamically displayed on web pages along with a search function. The information changes dependent on which web page the customer is on so that they have easy access to information within the context of their online insurance journey.
As a cloud-based brand, offering its services only online, The Buzz has close synergy with RightNow and SmartSpeak, which also provide their services via the cloud. By tapping the on demand capabilities of both vendors means that The Buzz’s entire customer care solution is located in the cloud, with the exception of the service staff’s handsets, helping it reduce its total cost of ownership by reducing administrative burden and eliminating any unnecessary infrastructure costs.
Link from Zdnet Australia: http://www.zdnet.com.au/news/software/soa/IAG-picks-RightNow-for-The-Buzz/0,130061733,339298106,00.htm
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About The Buzz
The Buzz Insurance is Australia’s first online insurance provider that’s genuinely been shaped by the community. We’re proud to be part of the Insurance Australia Group - an international Australian general insurance group, with operations in Australia, New Zealand, the United Kingdom and Asia. IAG's businesses underwrite around $7.8 billion of premium each year and employ around 15,000 people.
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers on demand CRM solutions that help consumer-centric organizations deliver great customer experiences. Approximately 1,900 corporations and government agencies worldwide depend on RightNow to better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit RightNow Technologies. RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
The content, thoughts and opinions stated in this article are of the relevant contributors. The Buzz Insurance do not necessarily share or endorse those opinions. Neither The Buzz Insurance nor any of its employees makes any warranty, expressed or implied, or assumes any legal liability or responsibility for the accuracy, completeness, or usefulness of any information, product, or process disclosed.
