Ancestry.com

Goals

• Deliver a great customer experience to ensure continued market leadership
• Scale service operations to support growing global customer base
• Reduce costs to optimize profitability

Achievements

• 95% customer satisfaction in its contact center
• More than 900,000 members and 14 million active registrants worldwide supported in six languages
• Contact center staff reduced by more than 85% while its customer base grew
• 38% reduction in calls and 50% reduction in emails

Ancestry.com wanted to provide quality customer experience to retain its existing subscribers, while pursuing new ones. The company needed to support a customer base that may not have experience researching family history, and therefore, have a lot of questions. The company is extending its business to other countries, so it needs to maintain superior customer service in multiple languages.

By providing a consistent knowledge base solution covering more than 1,000 topics across all communication channels, RightNow customer experience solution has helped Ancestry.com achieve 95.5 percent customer satisfaction scores and improve its customer retention rates. The knowledge base is available in six languages, with more on the way. Staffing requirements were also reduced by more than 85 percent, even with a growing customer base. The knowledge base, along with making other high-impact changes to its website—enabled a 38 percent reduction in call volume and a 50 percent reduction in email volume within a six-month period. Overall, Ancestry.com has decreased its operating expenses by 71 percent over the last two years, saving millions annually, while total sales have continued to increase. 

About Ancestry.com

Ancestry.com is the world’s largest online resource for family history documents and family trees.

Ancestry.com Homepage

Ancestry.com Support Site