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RightNow Technologies has introduced RightNow May ‘08 - the latest version of its enterprise-class, on demand customer relationship management (CRM) solution. With new online chat capabilities, RightNow is now 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.

“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 organisations get the very most value out of every customer interaction,” said Brett Waters, vice president Asia Pacific - South, RightNow Technologies.

The new online chat capabilities added to to the RightNow Feedback solution include:

• Customer feedback comes from satisfaction surveys over the phone, via email, on the Web and now with online chat.
• RightNow Feedback gathers and unifies customer opinions and feedback, then facilitates immediate action.
• RightNow May ’08 includes tightly-integrated surveys within the RightNow chat application; surveys are triggered 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 for future, more personalised service.

“Enterprise feedback management helps organisations 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,” said Jim Davies, Research Director, CRM, Gartner.

[Wed 02/07/2008 10:46:51]

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