The Boston Globe Delivers Higher Satisfaction and Efficiency with Omni-Channel Support
By Tony Berk on Dec 18, 2012
These sound like a good set of goals for any business. Actually implementing processes to affect all of these is not necessarily easy for every business. On top of the normal challenges, throw in a rapidly changing industry and the challenge sounds daunting.
But that's exactly what The Boston Globe took on, and customers are benefiting from a much improved experience.
“We feel like we hit the bull’s eye with finding the right solution to support the growing digital environment,” said Robert Saurer, The Boston Globe's director of customer care and marketing.
Oracle's RightNow CX solutions helped The Boston Globe to manage approximately 60,000 calls each month and respond to 5,000 monthly e-mails. More importantly, Web self-service rates are exploding and the online subscriber's most preferred support channel is chat. And what about social? The Boston Globe customer support team offers the same great level of support on their Facebook page and is monitoring Twitter and YouTube too!
Read the full Customer Experience success story on The Boston Globe here.