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BT ISP's Improve Customer Support

Posted: 06th Dec, 2004 By: MarkJ
BT Retail has signed a new deal with RightNow® Technologies to further improve the customer support services and facilities of its ISP's - BT Yahoo! etc.:

150 call centre agents will use the system to provide fast, accurate and consistent information to customers. Customers also have access to BT’s online help services, and in August over 750,000 customer sessions were recorded. A session is created when a customer accesses a help site, views service and support information, and then exits.

Initial results show that customer satisfaction has doubled, call volume has reduced significantly and 99% of online customers are able to find answers to their questions. A further benefit, crucial to the fast-paced ISP space, is that additional information to support new business lines can be created and launched quickly. First to prove the benefits was BT Business with a full pilot that went live within six weeks of project sign-off.

The deal is part of BT Retail’s continuing commitment to improving customer service and will provide web-based help and support across a range of products and services. To date, BT Yahoo! Internet is BT’s biggest RightNow Service™ deployment serving over 1.5 million customers. Customer Service agents at call centres will use RightNow to ensure customers receive consistent, knowledgeable information.

In the fast-paced ISP market, RightNow enables BT to respond instantly to changing market conditions. If a new product or service is launched, supporting information can easily be added or updated in the knowledge base. Likewise, mission critical information such as virus alerts can be anchored at the top of the answers page – minimising clicks-to-resolution ratios further boosting customer satisfaction.

Because RightNow Service is a multi-tenanted, multi-version solution BT is able to completely customise its deployments to reflect each business unit’s branding. Upgrades can be made on a case-by-case basis even though BT chose to host the system with RightNow.

Click http://www.btbroadbandoffice.com/bbhome to visit the BT Broadband Office site, click 'Help & Support' top right to see RightNow in action.
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