Leading Online Direct Marketer CoolSavings Selects RightNow eService Center Over Competing Solutions For Superior Features, Hosted Delivery, Scalability, and Overall Value
Bozeman, MT (May 27, 2003) — RightNow Technologies, the world’s leading provider of hosted customer service and support solutions, today announced leading online direct marketing and media company CoolSavings, Inc. (OTC:BB CSAV) has selected RightNow eService Center as its strategic platform for online customer service.
CoolSavings selected RightNow after evaluating other available alternatives based on several criteria – in particular its superior features, its availability as a hosted solution, and its overall value.
“We were looking for a solution that would enable us to provide the quality of care necessary to attract and retain millions of customers, while helping us to keep our operational costs to a minimum,” Joe Henson, CoolSavings VP of Technology, said. “RightNow fulfilled our requirements to help produce a world-class service organization.”
RightNow replaces the eGain and homegrown systems that CoolSavings previously used for email management and Web self-service, respectively.
As an example of RightNow’s feature set, Henson points to RightNow SmartAssistant™, which automatically directs customers to existing knowledge base items when they ask a question via a Web email form. By answering a large percentage of these questions automatically, SmartAssistant reduces contact center workloads and speeds customer service.
CoolSavings joins a long list of leading online companies that have implemented RightNow as their strategic customer service platform – including CARFAX, Electronic Arts, MyFamily.com, QXL, several major online travel companies, and others.
“RightNow continues to emerge as the customer service platform-of-choice for the Web’s most successful companies,” Sean Forbes, vice president of marketing and business development at RightNow, said. “That’s because RightNow helps these companies achieve two of their most critical business objectives: high customer retention rates and minimized operational overhead.”
About CoolSavings
CoolSavings is an online direct marketing and media company that provides smarter solutions to help marketers reach their target consumers. Combining a broad distribution network, sophisticated analytics and proprietary technology with superior customer service, CoolSavings enables a wide variety of advertisers to identify and engage their best customers among its more than 25 million registered households.
About RightNow Technologies
RightNow Technologies is the leading customer service and support solutions company that radically and rapidly improves the effectiveness of service and support operations with easy-to-implement/easy-to-own 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 delivers 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 100 public sector clients including the Social Security Administration and the State of Florida.
Founded in 1997, RightNow has offices in Bozeman, Dallas, San Mateo, London, and Sydney, with an associated office in Tokyo. RightNow`s products are available in 14 languages worldwide. For further information visit http://www.rightnow.com/.
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