RightNow – On Demand CX Software

Earlier this month I attended Gartner’s EMEA CRM Summit in London, where, I’m delighted to note, yet another RightNow customer won the Gartner CRM Excellence Award. The award highlights world-class CRM initiatives.

I was recently in Washington DC where I attended a RightNow Government Executive Exchange. The mandate from the new Obama Administration was the primary topic of discussion; efficiency and transparency. We spent about 4 hours discussing how each of the agencies was working to meet this new mandate.

We have previously talked publically about the uptick we are seeing in companies implementing web chat as a new customer communication channel to complement traditional phone calls and email. Even organizations like Medicare now offer web chat as an alternative customer communication channel.

How does a SaaS company represent their commitment and responsibility to a customer CIO, particularly in the areas of risk management?

Consumers want choice in how they contact a company and many firms have implemented alternative support channels like IVR, chat, email and web self-service. Yet few have truly integrated these channels so that consumers can freely switch from one channel to another without loss of context.