Ben & Jerry's Tastes Sweet Success

Share this article:
RightNow Technologies Inc., a CRM company focused on customer service, said that 99.7 percent of visitors to the customer service Web site of Ben & Jerry's Homemade Inc. find the answer to their question using the online knowledge base created by RightNow.


This use of the Web as a customer service channel has reduced the Burlington, VT-based ice cream maker's inbound e-mail volume to less than 10 percent of what it was before RightNow's solution was implemented in 1999.


As a result, Ben & Jerry's has maintained the same number of employees in its Consumer Affairs department even as its business has grown substantially over the years.


This material may not be published, broadcast, rewritten or redistributed in any form without prior authorization. Your use of this website constitutes acceptance of Haymarket Media's Privacy Policy and Terms & Conditions