PhotoBox Deploys RightNow Chat, Listens to Customers and Makes Key Improvements

Published 10th July 2009



Maidenhead, U.K., (8th July 09) –PhotoBox’s recent Live Chat deployment with RightNow Technologies (NASDAQ: RNOW) has helped the personal publishing and photo printing website clear some confusion with customers creating photo books for the first time.
Through the Live Chat interactions with its customers, PhotoBox discovered that of those creating photo books, approximately 70 percent abandoned their creation, unaware they need to have uploaded photos to their PhotoBox account. Always keen to improve its customers’ experiences by acting on their feedback, PhotoBox has made considerable feature changes to its website and, in a few weeks time, customers will be able to upload their photos directly from their own computer or from any online storage space.
Commenting on the benefits it has seen from the RightNow Chat deployment, Renaud Besnard, Director of UK Operations at PhotoBox, said: “We deployed Chat to help support customers in real-time when they have questions about products or purchases on our website, the aim is to remove any concerns that may prevent a purchase. What we found is that the Chat facility certainly does do that, but it has also given us tangible feedback about things that we can improve to enhance the overall customer experience and their relationship with us.”
Phase one of the Chat implementation allows customers that want assistance with their purchase to activate a chat session with an agent by clicking on a link. A second, later phase, will proactively trigger a Chat session if a customer appears to have been on a particular webpage for a period of time. PhotoBox also plans to survey customers after their chat engagement in order to continuously measure and improve this customer service channel.
Initially, chat has been deployed in the UK and will be rolled out across the other European sites supporting France, Germany, Italy and Spain within the next few months. PhotoBox already uses RightNow on its website to offer customers answers to their questions via its self-learning knowledge foundation. The system is also linked into agents who are able to answer queries and log customer details in order to give consistent responses and gather a clear contact history record for each customer contacting via phone or email. Chat offers customers another method to get in touch with PhotoBox.
Besnard, concludes: “PhotoBox prides itself on being a personal, responsive and friendly brand, so great emphasis is placed on providing superb customer service – our latest RightNow deployment is integral to that provision. It is helping us take immediate action where necessary while effectively supporting customers so that they can enjoy the experience of creating unique and personal mementoes.”

About PhotoBox:
PhotoBox is the leading online photo service in the UK where it pioneered online printing, storing, sharing, community and publishing services for digital photos before extending its range to innovative products such as photo books, calendars, and greeting cards.
The company merged with Photoways, the leading French service, in April 2006 thereby creating the European market leader with over 5 million members and nearly 200 million photo prints in 2007. The group is backed by leading Venture Capital firms Index Ventures, Highland Capital and HarbourVest. Stan Laurent, formerly Chief Operating Officer at AOL Europe, is President and C.E.O. and Mark Chapman, co-founder of PhotoBox, is Managing Director of the UK business.
For more informations, please visit : www.Photobox.co.uk

About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers on demand CRM solutions that help consumer-centric organizations deliver great customer experiences. Approximately 1,900 corporations and government agencies worldwide depend on RightNow to better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit RightNow Technologies.

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