Specialized Drives Web Traffic

Specialized, designer and manufacturer of bikes, equipment, and apparel, uses RightNow solutions to differentiate against competition by delivering multi-channel customer experiences. With RightNow CX, the customer experience suite, Specialized delivers Web support and proactive social support to its customers, creating brand advocates while reducing support costs. With RightNow, Specialized also delivers personalized customer communications, which increase Web traffic to featured product pages by 30 percent.

 

“We recognize how important customer service is; brands are finding it harder and harder to compete on price and product. RightNow is helping us to differentiate through great customer experiences, while reducing support costs,” says Ryan French, director of Inside Sales and Customer Service Operations, Specialized.

 

Bikers are incredibly vocal, brand-loyal consumers, and heavily use the social Web to interact with brands. Specialized uses RightNow Cloud Monitor to participate in social conversations about the brand on industry blogs, Twitter and Facebook. RightNow Cloud Monitor alerts Specialized when there are social discussions about the brand, and enables the company to engage in these conversations and proactively reach out to customers to provide accurate responses and support. RightNow’s social solutions help Specialized address customer issues to create social brand advocates.