Using RightNow CX Jackson Hewitt® Reduces Inbound Call Volume by 25 Percent, Deflects 31 Percent of Emails, and Saves 30 Percent in Training and Staffing Costs
BOZEMAN, Mont.--(BUSINESS WIRE)--Jackson Hewitt Tax Service® is using RightNow (NASDAQ: RNOW) to deliver excellent customer experiences to its franchise owners, tax preparers and millions of clients, while improving contact center efficiency and reducing operating costs. RightNow CX, the customer experience suite, helps Jackson Hewitt Tax Service reduce inbound calls to agents by 25 percent, deflect 31 percent of incoming emails, and lower training and staffing costs by more than 30 percent.
Jackson Hewitt Tax Service's contact center requires a flexible application suite that allows them to easily make updates to customer information, improves agent performance, and suits the tax preparation industry. RightNow CX enables Jackson Hewitt Tax Services' more than 200 contact center agents to provide clients with critical support and answers relating to important financial questions, especially during peak tax season. Top client issues are also captured within a RightNow-powered central knowledge foundation allowing agents to troubleshoot incidents and enabling faster agent training.
"One of the main goals of our contact center is to provide answers to our tax preparers and our franchise owners in an easy and timely manner. Using RightNow we have dramatically improved our overall customer support and increased operational efficiency -- all while reducing our support costs." Danamichele Brennen, Chief Technology Officer, Jackson Hewitt Tax Service
In addition, Jackson Hewitt Tax Service leveraged RightNow to create an online self-service resource center dubbed 'Ask Jackson' that franchise owners, tax preparers and clients can access to find answers to commonly asked questions or tax-related information. This self-help option has led to significant reductions in inbound calls and emails, allowing contact center agents and IT staff to focus on more complex client issues.
Because RightNow's customer experience solutions are cloud based, Jackson Hewitt Tax Service can seamlessly scale usage up to accommodate clients' critical needs throughout the annual tax filing season from January through mid-April, then scale down when taxes have been filed. They do not have to purchase peak season capacity for the entire year.
RightNow CX provides Jackson Hewitt Tax Service with multi-source client feedback, breaking down data silos and sharing information between franchise owners, tax preparers and contact center agents. The company can review inbound issues and share the insights gained with other groups within the company such as HR, marketing and the executive team, improving operational efficiency across the board. With RightNow, the product development team can also quickly pinpoint issues and resolve them, increasing client satisfaction.
"RightNow has enabled us to get a much clearer picture of how our company functions and how we can improve the performance of our call center agents and ultimately enhance the excellence of the client experience." Danamichele Brennen, Chief Technology Officer, Jackson Hewitt Tax Service
Jackson Hewitt Tax Service Inc. (NYSE: JTX), with more than 6,400 franchised and company-owned offices throughout the United States in the 2010 tax season, is an industry leader providing full service individual federal and state income tax return preparation. Most offices are independently owned and operated. The company is based in Parsippany, New Jersey.
RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations around the globe.