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

Share this article:

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.

Share this article:

Sign up to our newsletters

Follow us on Twitter @dmnews

Latest Jobs:

Featured Listings

More in Data/Analytics

MeritDirect Introduces Predictive Marketing Suite

MeritDirect Introduces Predictive Marketing Suite

New solutions include next logical product and customer lookalike modeling. The long-time direct marketing player announces it will open a San Jose office in September.

App of the Week: Refresh

App of the Week: Refresh

Cool or creepy? Refresh provides data that aims to help marketers and salespeople spark relevant in-person customer conversations.

Data Helps Wyndham Hotel Group Deliver a Five-Star Experience

Data Helps Wyndham Hotel Group Deliver a Five-Star ...

The hotel company relies on technology to ensure that its rates and inventory are in sync across platforms.