John Wiley & Sons Inc. picks RightNow to increase customer satisfaction

Share this content:

Publisher John Wiley & Sons Inc. is using RightNow Technologies Inc.'s customer relationship management solutions to build long-term customer relationships, while cost efficiently supporting highly diversified and continually expanding product and service lines.

Hoboken, NJ -based John Wiley said that in today's business environment, delivering superior customer experiences can be the single most powerful way for companies to drive sustainable differentiation. With Bozeman, MT-based RightNow, Wiley can provide customers with exceptional service, while lowering costs.

Wiley uses RightNow across its product lines, which include CliffsNotes, Frommer's travel guides and the For Dummies reference guides, to manage and streamline telephone, e-mail, chat and Web self-service interactions with its customers. In fact, 86 percent of all customer questions are handled by Wiley's RightNow-powered Web self-service system and first-tier support. RightNow helps Wiley maintain a consistent customer experience across all of these channels, along with a complete view of all customer interactions.

RightNow's solutions also helped Wiley launch a new version of highly popular electronic courseware design-and-delivery solution. Within 24 months, the company's customer base grew twenty-fold yet because of the efficiencies RightNow provides, Wiley was able to maintain outstanding levels of support without making major staff additions. Profitability increased and the company was able continue aggressive marketing efforts without worrying about post- sales support issues.

Sign up to our newsletters

Company of the Week

PAN Communications is an award-winning integrated marketing and public relations agency for B2B technology and healthcare brands. PAN's data-driven approach allows the firm to specialize in public relations, social media, content and influencer marketing, and data and analytics. PAN partners with brands to create unique, integrated campaigns that captivate audiences.

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above