Drugstore.com uses live chat, email management to improve customer experience, revenue
Drugstore.com offers customers more than 40,000 products, or Stock Keeping Units (SKUs). This is more than four times what the average drugstore offers and puts it way ahead of brick-and-mortar competition in terms of selection, but online shoppers have little patience–they expect answers, and they don’t expect to wait. With so many different products, drugstore.com must be prepared for just as many different questions coming from online shoppers. It typically sees 80,000 to 100,000 inquiries per month. Its goal is to answer inquiries fast–and to leverage the communication to reinforce their brand and build a loyal customer base. Every interaction must be exceptional.
The company utilized a solution from RightNow Service, which included Web self-service, agent desktop, live chat, email management and voice for order tracking.
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