RightNow 8.2 Extends Capabilities of Multi-Channel CRM Solution

Wednesday, 29 August 2007 10:16

 “Customers communicate with companies in a variety of ways and it’s essential to unify these interactions into a single view,” said Alison Higgins-Miller, Vice President Asia Pacific, RightNow Technologies. “With this quarter’s release, we’ve enhanced our solution by adding new functionality that will improve customer experiences and drive down costs across all the different channels a consumer may use when interacting with an organisation.”

RightNow 8.2 introduces key enhancements across all the primary customer interaction channels, including:  

Feedback channel bolstered with emotion detection - RightNow 8.2 now includes emotion detection features in RightNow Feedback. These features automatically measure how customers feel about an organisation by applying an emotional rating to text-based customer communications. With this knowledge, a company can gauge a customer’s mood or feelings and personalise the service this customer receives. RightNow 8.2 also includes new reports that analyse customer feedback, giving companies an opportunity to take swift and appropriate action to ensure optimal customer experiences.

Web channel improvements include new sitemap - In RightNow 8.2 companies can ensure they are answering customer questions, even if customers are searching on Google or Yahoo. With the new sitemap feature, it is possible to index a corporate knowledge base in a way that makes it more accessible to search engines. By exposing knowledge base content to external search engines, companies can remain engaged with consumers, feel confident that customers are getting accurate information and drive more consumers back to their Web site.

Voice channel updated with personalised routing - New in RightNow 8.2, personalised routing dynamically routes calls and personalises the caller experience based on information about them. For example, a “premier” customer could be automatically routed to an agent that can provide highly personalised service.

Chat channel enhanced with new features - New chat features, including multi-agent conferencing, automatic reconnect, integrated incident management, embedded offer advisor, and one-click opportunity creation, allow agents to quickly solve customer issues and drive additional sales by extending offers during customer chat sessions.  

Email channel can now help eliminate spam - Proactive customer communication, done effectively, is a great way to improve the level of service to customers. In RightNow 8.2, organisations can avoid spamming and ensure that they are delivering the right information to the right customers at the right time.

To learn more visit: http://www.rightnow.com/products/live-chat-software.html

About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organisations 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 www.rightnow.com.

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