106 Percent Year-Over-Year Jump in Application Usage Underscores Growing Popularity of Web as Customer Service Medium Among Global Internet Users
Bozeman, MT (February 17, 2004) — RightNow® Technologies today announced that companies used its on-demand CRM solutions to deliver more than 200 million online customer service sessions in 2003. This represents a 106 percent jump from the aggregate number of online customer sessions served in 2002, dramatically underscoring the growing popularity of web-based customer service applications among global Internet users. Furthermore, this growth highlights RightNow’s ability to provide reliable and scalable hosting services at an “up-time” rate greater than 99.9 percent. More than 80 percent of RightNow’s 1,000-plus enterprise customers have chosen the on-demand version of its multi-channel customer service and support (CSS) solutions to improve customer service experience online and offline.
An online customer service session is defined as a web site visit by an end-user to search for information on an online knowledge base, submit questions through a web form or interact with a service agent via live chat. The growing user demand for web-based customer service supports the need for companies to utilize the Internet medium more effectively to provide faster, higher quality service and the opportunity for companies to reduce customer service costs by minimizing more expensive human-assisted sessions.
RightNow customer ATA Airlines, Inc. more than doubled the number of online customer sessions delivered from 160,482 in the fourth quarter 2002 to 434,974 in the fourth quarter 2003. The number of searches done on ATA’s online knowledge base quadrupled from 47,094 in the fourth quarter 2002 to 191,266 in the fourth quarter 2003.
“The more than 200 million online visitors who benefited from RightNow’s solutions deployed at companies around the globe are a testament to our undisputed leadership in the on-demand CRM sector,” Greg Gianforte, CEO and founder of RightNow, said. “Companies, no matter what sector they are in, need to capitalize on the growing popularity of the Internet as a customer service channel. As the Internet fundamentally changes how customer service is delivered, more and more companies are implementing RightNow as the primary contact center solution in order to provide consistent, accurate customer service experience online and offline—all from a single application.”
About RightNow Technologies
RightNow Technologies is the leading on-demand CRM company focused on customer service that improves the effectiveness of service and support operations with easy-to-implement technology, replicable best practices drawn from the industry`s broadest base of successful implementations and engagement terms that create accountability for delivering quantifiable results.
RightNow has delivered these benefits to more than 1,000 customers worldwide such as: Air New Zealand, Ben & Jerry`s, Briggs and Stratton, British Airways, Cisco, Dolby Laboratories, Inc., Electronic Arts, Pioneer, Raymarine, Remington, Sanyo, Specialized Bicycles and more than 150 public sector clients including the Social Security Administration and the State of Florida.
Founded in 1997, RightNow has offices in Bozeman, Dallas, San Mateo, New Jersey, London and Sydney, with an associated office in Tokyo. RightNow`s products are available in 17 languages worldwide. For further information visit http://www.rightnow.com/.
RightNow Technologies, Inc.
40 Enterprise Blvd.
P.O. Box 9300
Bozeman, MT 59718-9300
Phone:
1-406-522-4200
Fax:
1-406-522-4227
Toll Free:
1-877-363-5678
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