Case Study: Customer Service Platform Lifts ideeli's Conversion Rate

ideeli chose RightNow’s CRM system in large part because the retailer could design the user interface to its own unique specifications. With an eye towards keeping members’ shopping experiences as seamless as possible, ideeli’s CSRs have all of the tools they need right at their fingertips. For example, when an incoming query comes into a live chat, the CSR can instantly see the entire purchase history of the member asking the question — all on the same screen. This allows them to bypass background questions and get right into answering their question.