Introducing RightNow May '08, the latest release of RightNow's enterprise-class, on demand customer relationship management (CRM) solution.

The more opportunity your customers have to provide feedback, the more likely they are to give it. And without customer feedback, delivering an exceptional customer experience is almost impossible. With the addition of online chat, RightNow May '08 now delivers the first and only integrated customer feedback management solution in the on demand CRM industry to cover all customer contact points including phone, email and web.

Capturing the Voice of the Customer

Feedback collected over multiple channels can be difficult to unify and understand. Worse yet, it can get jumbled enough that the customer never sees value in taking the time to fill out a survey. RightNow Feedback gathers and unifies your customers' feelings, ideas, and opinions from across all channels, including phone, email, the web-and now online chat. Our latest multi-channel CRM application includes tightly-integrated surveys that are triggered after a customer finishes an online chat with a service agent. The results are compiled for trend analysis and added to the individual's contact record for more personalized service in future interactions.

With RightNow May '08 multi-channel CRM application, tightly-integrated surveys are now available within the RightNow chat application. The surveys are triggered after an online chat interaction with a service agent, and these results are complied for trend analysis and individual responses are included within customer profiles for future, more personalized service.

Voice of the Customer" Topic Monitoring

The ability for organizations to gather immediate, direct, and unfiltered customer sentiment, automatically classify this information into specific categories, and take immediate action from the Agent Desktop On Demand.

Key features that make RightNow May '08 Unique include:

• Seamlessly gathers and consolidates customer feedback across channels: web, email, voice, and chat
• Integrated across all customer touch-points - service, marketing, and sales.
• Enables you to act on customer feedback immediately, with built-in routing rules and workflow. Feedback becomes part of the customer record, which you can leverage across the organization.
• Robust customer segmentation and recency/frequency controls ensure highly personalized experience
• Emotion detection features gauge customers' opinions by applying an emotional rating to text-based customer communications
• Topic monitoring capabilities automate the review of customer sentiment by grouping or clustering common topics within unstructured text responses
• Built-in CAN-SPAM best practices and controls to ensure regulatory compliance

View the RightNow Feedback Product Tour to see the enterprise, multi-channel feedback capabilities in action.