The Buzz Insurance Puts Customer Care in the Cloud with RightNow
Announcement posted by RightNow Technologies 24 Aug 2009
Sydney, (24 August, 2009) - RightNow Technologies (NASDAQ: RNOW), today announced that it is working with new, online-only, insurance business The Buzz http://www.thebuzzinsurance.com.au , to deliver cloud-based customer care designed to appeal to, and support, the internet-proficient users attracted to The Buzz’s online car insurance.
Part of the Insurance Australia Group <http://www.iag.com.au/> (IAG), The Buzz is Australia’s first insurance provider to have been shaped by asking an online community of people what they want from their insurance provider. In response, The Buzz has created a compelling, quick and easy, online insurance offering, and called on RightNow to bring these brand elements to its customer service channels, providing customers with highly interactive experiences as they move through their online insurance journey.
“Using customer focus groups and an online community, we were able pin-point what internet-savvy consumers desire from customer service. We also spent time researching customer experiences in other countries and industries to understand what elements our customer services needed to incorporate and what areas we should leave alone.” The Buzz CEO, Jacki Johnson said.
Online, RightNow’s Chat function allows customers who may have questions about a policy or claim to chat at any time with a member the Buzz assist team. While The Buzz wants to provide an experience where customers can easily self-serve their own insurance needs, the Chat session provides a co-browse facility where customers can be guided through the steps necessary to complete policy or claim forms.
RightNow is also at the heart of The Buzz’s contact centre, located in Sydney. Details of each customer’s email and phone incidents are logged by RightNow so that service team have an historical record of previous engagements, helping ease any future customer interactions. The contact record is integrated with RightNow’s contact centre infrastructure partner, SmartSpeak <http://www.smartspeak.com.au/> , so as a customer call is answered a RightNow screen-pop can show the contact record containing the customer’s information and incident history.
“Consumer expectation about customer service has been influenced by experiences with industries like retail and banking so, while customers may only interact with The Buzz, or any insurance company, once or twice a year, it’s really important to make that interaction quick and easy. That’s why we listened to the community and delivered the service channels that people want. For instance, we know that a live chat session is favoured above click-to-call. Through technology like RightNow we can respond to our customers quickly,” explained Ms Johnson.
Additionally, customers have round-the-clock online access to an intelligent knowledge foundation that they can quickly search to find answers to routine questions. To simplify searching for information, the three to five most popular answers customers seek are dynamically displayed on web pages along with a search function. The information changes dependent on which web page the customer is on so that they have easy access to information within the context of their online insurance journey.
As a cloud-based brand, offering its services only online, The Buzz has close synergy with RightNow and SmartSpeak, which also provide their services via the cloud. By tapping the on demand capabilities of both vendors means that The Buzz’s entire customer care solution is located in the cloud, with the exception of the service staff’s handsets, helping it reduce its total cost of ownership by reducing administrative burden and eliminating any unnecessary infrastructure costs.
About The Buzz
The Buzz Insurance is Australia’s first online insurance provider that’s genuinely been shaped by the community <http://www.thebuzzinsurance.com.au/About%20Us/Insurance%20your%20way.aspx> .
The Buzz is online. And we’ve got a few basic aims:
to be simple for you (because insurance is important but it can be a bit technical)
to be available on line for you 24/7
to be easy to deal with (because we know you’ve got other things to do)
to offer products and services that you value (it’s about what you need and when you need it)
to be fair and transparent (so you know what you need and what it costs)
and to continue to improve and grow, together, with your input (after all you are our community!)
The Buzz is underwritten by Insurance Australia Limited ABN 11 000 016 722 AFS Licence No 227681.
And we’re proud to be part of the Insurance Australia Group - an international Australian general insurance group, with operations in Australia, New Zealand, the United Kingdom and Asia. IAG's businesses underwrite around $7.8 billion of premium each year and employ around 15,000 people.
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers on demand CRM solutions that help consumer-centric organisations 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.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
Part of the Insurance Australia Group <http://www.iag.com.au/> (IAG), The Buzz is Australia’s first insurance provider to have been shaped by asking an online community of people what they want from their insurance provider. In response, The Buzz has created a compelling, quick and easy, online insurance offering, and called on RightNow to bring these brand elements to its customer service channels, providing customers with highly interactive experiences as they move through their online insurance journey.
“Using customer focus groups and an online community, we were able pin-point what internet-savvy consumers desire from customer service. We also spent time researching customer experiences in other countries and industries to understand what elements our customer services needed to incorporate and what areas we should leave alone.” The Buzz CEO, Jacki Johnson said.
Online, RightNow’s Chat function allows customers who may have questions about a policy or claim to chat at any time with a member the Buzz assist team. While The Buzz wants to provide an experience where customers can easily self-serve their own insurance needs, the Chat session provides a co-browse facility where customers can be guided through the steps necessary to complete policy or claim forms.
RightNow is also at the heart of The Buzz’s contact centre, located in Sydney. Details of each customer’s email and phone incidents are logged by RightNow so that service team have an historical record of previous engagements, helping ease any future customer interactions. The contact record is integrated with RightNow’s contact centre infrastructure partner, SmartSpeak <http://www.smartspeak.com.au/> , so as a customer call is answered a RightNow screen-pop can show the contact record containing the customer’s information and incident history.
“Consumer expectation about customer service has been influenced by experiences with industries like retail and banking so, while customers may only interact with The Buzz, or any insurance company, once or twice a year, it’s really important to make that interaction quick and easy. That’s why we listened to the community and delivered the service channels that people want. For instance, we know that a live chat session is favoured above click-to-call. Through technology like RightNow we can respond to our customers quickly,” explained Ms Johnson.
Additionally, customers have round-the-clock online access to an intelligent knowledge foundation that they can quickly search to find answers to routine questions. To simplify searching for information, the three to five most popular answers customers seek are dynamically displayed on web pages along with a search function. The information changes dependent on which web page the customer is on so that they have easy access to information within the context of their online insurance journey.
As a cloud-based brand, offering its services only online, The Buzz has close synergy with RightNow and SmartSpeak, which also provide their services via the cloud. By tapping the on demand capabilities of both vendors means that The Buzz’s entire customer care solution is located in the cloud, with the exception of the service staff’s handsets, helping it reduce its total cost of ownership by reducing administrative burden and eliminating any unnecessary infrastructure costs.
About The Buzz
The Buzz Insurance is Australia’s first online insurance provider that’s genuinely been shaped by the community <http://www.thebuzzinsurance.com.au/About%20Us/Insurance%20your%20way.aspx> .
The Buzz is online. And we’ve got a few basic aims:
to be simple for you (because insurance is important but it can be a bit technical)
to be available on line for you 24/7
to be easy to deal with (because we know you’ve got other things to do)
to offer products and services that you value (it’s about what you need and when you need it)
to be fair and transparent (so you know what you need and what it costs)
and to continue to improve and grow, together, with your input (after all you are our community!)
The Buzz is underwritten by Insurance Australia Limited ABN 11 000 016 722 AFS Licence No 227681.
And we’re proud to be part of the Insurance Australia Group - an international Australian general insurance group, with operations in Australia, New Zealand, the United Kingdom and Asia. IAG's businesses underwrite around $7.8 billion of premium each year and employ around 15,000 people.
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers on demand CRM solutions that help consumer-centric organisations 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.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.