On-Demand CRM Solution incorporates online chat feedback.May 30, 2008 -
Featuring multichannel capabilities that centrally capture voice of customer, RightNow May '08 gathers and unifies customer opinions and feedback to facilitate immediate action. Complete enterprise feedback management capabilities cover customer contact points across service, marketing, and sales operations. Customer feedback comes from satisfaction surveys conducted over phone, via email, on Web, and online chat or from anonymous online consumers (abandoned shopping carts).
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Original Press release
RightNow Technologies, Inc.
40 Enterprise Blvd. P.O. Box 9300
Bozeman,, MT, 59718-9300
USA
RightNow Technologies Delivers May '08 Release; First on Demand CRM Solution with Multi-Channel Feedback Management Capabilities Including Chat
New Online Chat Channel Expands RightNow's Enterprise Feedback Management Solution to Deliver a Better Customer Experience
BOZEMAN, Mont., May 27 -- RightNow(R) Technologies (NASDAQ:RNOW) introduces RightNow May '08, the latest version of its enterprise-class, on demand customer relationship management (CRM) solution.
With new online chat capabilities, RightNow is the first on demand CRM provider to offer complete enterprise feedback management capabilities that cover customer contact points including phone, email and Web, across service, marketing and sales operations. RightNow May '08 provides multi-channel capabilities to centrally capture the voice of the customer and enable a vendor to take immediate action to deliver a better customer experience.
New Survey and Online Chat Capabilities Added to RightNow
-- Customer feedback comes from satisfaction surveys conducted over the phone, via email, on the Web and now with online chat.
-- RightNow gathers and unifies customer opinions and feedback, to facilitate immediate action.
-- RightNow May '08 can trigger a survey after an online chat interaction with a service agent.
-- Feedback can also be gathered from anonymous online consumers, such as someone who recently abandoned a shopping cart.
-- Results are compiled for trend analysis, and individual responses are included within customer profiles to enable future, more personalized service.
-- For a demo of RightNow Feedback, including the new chat capabilities
visit http://crm.rightnow.com/cgi-bin/rightnow.cfg/php/enduser/doc_serve.php?2=DC-FORM-080519- FeedbackProductTour&cex=797.
Delivering Great Customer Experiences Based on Feedback
-- RightNow has a track record of delivering innovative features that capture the voice of the customer.
-- In its February '08 release, RightNow added topic monitoring capabilities that automate the review of customer sentiment by grouping or clustering common topics within unstructured text responses.
-- In August '07, RightNow added emotion detection features that gauge customers' opinions by applying an emotional rating to text-based customer communications.
Comments on Capturing the Voice of the Customer
"Enterprise feedback management helps organizations act on the voice of their customers across all frontline touch-points, to more quickly and easily identify and solve customer issues that may drive decisions about potential market opportunities. As customers are increasingly looking to engage with companies via multiple channels, vendors will need to respond by embedding multi-channel functionality into their solutions to support a comprehensive feedback strategy."
Jim Davies
Research Director, CRM, Gartner
"We rely on RightNow to be our single point-of-capture for all customer questions, complaints and feedback. If there is a problem with a product or something that customers are really enthusiastic about, product managers want to know right away. With RightNow, we can effortlessly provide them with this critical information on a very timely basis."
Chuck Udzinski
Consumer Services Manager, Black & Decker
"RightNow's closed-incident surveys are extremely valuable to [us] because they tell [us] how our customers view us. That's information you absolutely must have if you're going to maximize customer loyalty."
Will Lopes
Vice President and General Manager, audible.com
"By adding the survey capabilities to chat, our May '08 release is the first on demand CRM solution to include complete enterprise feedback management capabilities that cover all customer touch points. Many of our consumer-centric clients are leveraging chat as an efficient and cost effective way to deliver superior customer experiences; by adding survey capabilities to our chat solution, we are helping these organizations get the very most value out of every customer interaction."
David Vap
Vice President of Products, RightNow Technologies
About RightNow Technologies
RightNow (NASDAQ:RNOW) delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit RightNow Technologies http://www.rightnow.com/.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
CONTACT: Katie O'Connell of RightNow Technologies, +1-925-674-1487, Cell, +1-510-304-3707, koconnell@rightnow.com
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