Angie’s List, the consumer review website, has adopted Oracle’s customer experience suite, RightNow CX Cloud Service, to allow it to reach its core technology goals of combining email and chat into a single platform to help reduce agent inefficiencies and increase customer engagement and cost savings.
According to Oracle, Angie’s List was experiencing high growth, and, as a result, the stress on the company’s Exchange server was too great due to the massive number of employee and customer emails received daily. To provide the best customer experience possible, Angie’s List wanted to transition from its use of Microsoft Outlook and a simple chat client to a robust customer experience platform. The company selected Oracle’s RightNow Web Experience, a component of Oracle RightNow CX Cloud Service, for its ability to provide easy to use web self-service capabilities and self serve content to its users directly from the Angie’s List website. More than 200 Angie’s List agents now leverage Oracle RightNow CX Cloud Service to deliver information more quickly to members, by putting up-to-date answers and collective insights at agent fingertips, thereby helping to improve the customer experience. More information is available about Oracle RightNow CX Cloud Service.