HauteLook Proves New Service Matters
The idea that customer service matters is nothing new, but the ways in which companies interact with consumers must constantly evolve.
HauteLook (www.hautelook.com), an online flash retailer, strives to always have member care agents available where the member needs them, whether it be e-mail, phone or social media. In October 2011, HauteLook added chat into its repertoire of member care channels. Using RightNow Chat from RightNow Technologies (www.rightnow.com), HauteLook’s member care associates can readily guide customers, answer questions or reassure them through purchases, particularly for big-ticket items. The cloud-based solution is also able to scale to accommodate peaks in site traffic.
“By offering chat, we give members immediate support — at any moment they are on the site, so they never have to disengage from HauteLook,” says Chris Purpura, director of Member Care, HauteLook.
Overall, 13.5 percent of chat sessions are converted into sales, with the number of sessions steadily growing. HauteLook also manages more than 40,000 member interactions per month using RightNow’s CX Suite, a 20 percent increase over last year. RightNow is also integrated with its e-commerce system to provide associates with a 360 view of each member, including order and support history.
In the future, HauteLook envisions tying its social channels into the RightNow CX platform via RightNow’s Cloud Monitor. It also plans to extend member care to mobile devices, based on RightNow Mobile, and introduce self-service options.
FAST FACTS
Company at a Glance
Acquired by Nordstrom in March 2011, HauteLook offers daily sale events — up to 50 percent to 75 percent off — for women’s and men’s fashion and accessories, beauty products, kid’s apparel and toys, home dcor and even travel getaways.
A Skilled Multitasker
HauteLook member care agents conduct three chat sessions at a time, roughly 100 to 110 chats a day versus only 75 phone calls a day, making them much more efficient.
Words of Wisdom
“Some people love to chat, some like to call, so if a company is really interested in taking care of the member, they need to be available in the way a member wants them to be.”
— Chris Purpura, Director of Member Care, HauteLook
The Feedback Loop
Using RightNow’s feedback management feature, HauteLook can capture member feedback over any channel and easily share it with groups across the organization as well as with brand partners.
HauteLook (www.hautelook.com), an online flash retailer, strives to always have member care agents available where the member needs them, whether it be e-mail, phone or social media. In October 2011, HauteLook added chat into its repertoire of member care channels. Using RightNow Chat from RightNow Technologies (www.rightnow.com), HauteLook’s member care associates can readily guide customers, answer questions or reassure them through purchases, particularly for big-ticket items. The cloud-based solution is also able to scale to accommodate peaks in site traffic.
“By offering chat, we give members immediate support — at any moment they are on the site, so they never have to disengage from HauteLook,” says Chris Purpura, director of Member Care, HauteLook.
Overall, 13.5 percent of chat sessions are converted into sales, with the number of sessions steadily growing. HauteLook also manages more than 40,000 member interactions per month using RightNow’s CX Suite, a 20 percent increase over last year. RightNow is also integrated with its e-commerce system to provide associates with a 360 view of each member, including order and support history.
In the future, HauteLook envisions tying its social channels into the RightNow CX platform via RightNow’s Cloud Monitor. It also plans to extend member care to mobile devices, based on RightNow Mobile, and introduce self-service options.
FAST FACTS
Company at a Glance
Acquired by Nordstrom in March 2011, HauteLook offers daily sale events — up to 50 percent to 75 percent off — for women’s and men’s fashion and accessories, beauty products, kid’s apparel and toys, home dcor and even travel getaways.
A Skilled Multitasker
HauteLook member care agents conduct three chat sessions at a time, roughly 100 to 110 chats a day versus only 75 phone calls a day, making them much more efficient.
Words of Wisdom
“Some people love to chat, some like to call, so if a company is really interested in taking care of the member, they need to be available in the way a member wants them to be.”
— Chris Purpura, Director of Member Care, HauteLook
The Feedback Loop
Using RightNow’s feedback management feature, HauteLook can capture member feedback over any channel and easily share it with groups across the organization as well as with brand partners.