Sirius XM Looks to Improve Customer Care with RightNow
RightNow CX is a cloud-based technology platform that allows companies to engage directly with their customers through Social Media, The Web, and contact centers. Notably, the solution makes it simple to ramp agents up or down to manage call volume spikes, while still maintaining the same customer experience.
With Sirius XM’s recent increased social presence, this new platform should allow them to improve their customer experience across all channels while also increasing their efficiency. If well executed, those efficiencies should mean cost savings and lower churn rates in the near future.
If there is anything this company could use, it’s a better public image of their product and customer care. Happy customers = happy investors.
This is Huge in my opinion. If this will keep the call center in USA, It can be a better experience on the telephone. I have had to call customer service a few times… and have had to talk to someone with an accent that i really cannot understand.
They already failed today… They cut a station from their channel list last night without notice. Today it’s a social networking/customer service/PR nightmare on their Facebook.