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.
