TiVo chooses RightNow for customer support revamp

DVR company TiVo Inc. has named RightNow as its new CRM services provider in an effort to improve customer satisfaction and trim operational costs in its support center. TiVo has 3.2 million subscribers. It previously handled the work in-house.

RightNow is managing the support section of TiVo's Web site, which features FAQs, trouble-shooting, forums, chat and e-mail support and other services. The SaaS system also manages information for agents in the TiVo call center and gathers real-time customer feedback for the company.

“We did a full evaluation of top players in the space, and RightNow most closely met our needs with respect to a fully integrated CRM,” said Art Clessuras, VP of operations at TiVo Inc., of the decision. “We were looking for a fully integrated CRM system that offered multiple channels of support, and RightNow provided the optimal solution for TiVo. We hope to continue to drive further improvements to our overall customer support functions and offer customers more choices for accessing support.”

RightNow's director of product marketing, Andrew Hull, added that TiVo fit well with the CRM company's existing client base, which includes Overstock.com, Nikon and other companies with a high volume of customer interactions.

“How we interact with consumers or help clients interact with consumers is a real strong point for RightNow,” Hull said.

Development of the RightNow system is currently underway at TiVo, and the company's knowledge base is already live. Hull said that the next step for the companies is a customer feedback strategy that will allow TiVo to gather all feedback into a single database and analyze it.

“We hope to continue to increase overall customer satisfaction, drive a higher issue resolution rate, improve self help, increase use of chat and e-mail support and drive down average call handle time,” said Clessuras.