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, 2008
RightNow® 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 RightNow Technologies .
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 multichannel 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 http://www.rightnow.com/.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
Safe Harbor Statement under the Private Securities Litigation Reform Act of 1995
This press release may contain forward-looking statements. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement.
The risks and uncertainties referred to above include, but are not limited to, our ability to successfully market the benefits of our May 08 release, risks associated with our business model; the gain or loss of key customers; competitive pressures; our ability to expand operations; fluctuations in our earnings as a result of the impact of stock-based compensation expense; interruptions or delays in our hosting operations; breaches of our security measures; our ability to protect our intellectual property from infringement, and to avoid infringing on the intellectual property rights of third parties; our ability to manage and expand our partner relationships; and our ability to expand, retain and motivate our employees and manage our growth. Further information on potential factors that could affect our financial results is included in our Annual Report on Form 10-K, quarterly reports of Form 10-Q, and in other filings with the Securities and Exchange Commission. The forward-looking statements in this release speak only as of the date they are made. We undertake no obligation to revise or update publicly any forward-looking statement for any reason.
Greg Gianforte