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RightNow Offers Low-Risk Option for Companies that Want to Use On Demand CRM To Reduce Customer Service Costs

Research Finds During an Uncertain Economy, Customer Service Is Still Critical
  • 16 December, 2008 12:35

<p>Sydney – December 16, 2008 – RightNow Technologies (NASDAQ: RNOW) has announced a program for companies who want a fast, low-risk option for delivering great customer experiences using RightNow’s on demand customer relationship management (CRM) solutions.</p>
<p>According to the 2008 Customer Experience Impact Report*, even during tough economic times, the significance of delivering positive customer experiences does not dwindle. More than half (58 percent) of consumers will always or often pay more for a better customer experience during a down economy. Consumers also said the most important thing companies could do to encourage them to spend more is to improve the overall customer experience.</p>
<p>The new RightNow Customer Service Rescue Program helps consumer-focused companies very quickly deploy the RightNow solution and see an immediate impact to the bottom line. The RightNow Customer Service Rescue Program includes:</p>
<p>- A 60-day program, with free software.</p>
<p>- A dedicated RightNow implementation specialist who will examine content and help establish a knowledge foundation.</p>
<p>- Training and support to ensure success.</p>
<p>- With minimal investment, a company can have the RightNow solution up-and-running in 30 days, enabling consumers to help themselves and reducing customer service costs.</p>
<p>“Research proves that customer experiences are the key differentiator for consumer focused companies, especially during a down economy. When times are tight, companies need to do two things; take great care of existing customers and save money. Our solution helps businesses deliver great service and the Customer Service Rescue Program reduces project risk. At RightNow we have a track record of making a big impact with minimal risk involved,” said Brett Waters, Vice President Asia Pacific – South, RightNow Technologies.</p>
<p>RightNow has helped Nikon reduce call response times by 50 percent and reduce email response times by 70 per cent, while continually scoring higher than 95 percent in customer satisfaction surveys. In addition, using RightNow, Electronic Arts was able to handle a 50 percent increase in service incidents despite a 10 percent budget cut. With RightNow, EA is also able to answer tens of thousands of incidents within 24 hours.</p>
<p>About RightNow Technologies</p>
<p>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 1,900 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 RightNow Technologies -</p>
<p>RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.</p>
<p>* The 2008 Customer Experience Impact Report was conducted by Harris Interactive and sponsored by RightNow Technologies. The survey, the third of its kind, polled 2,112 US consumers* online about how they engage with companies both online and via phone, what they find frustrating and how negative and positive customer experiences affect them.</p>

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