Groundbreaking Solution Automatically Organizes Unstructured Content
For Easier Navigation and Recognizes Emotional `Tone` of Customer Messages;
First Common Knowledge Base Across Web, Email, Chat, and Call Center Channels
BOZEMAN, Mont., Sept. 24 -- RightNow Technologies, a leading
global provider of Internet customer service solutions, today announced the
latest release of its flagship application, RightNow Web eService Center 5.0.
RightNow Web eService Center provides the industry`s most complete,
resource-efficient solution for assisting customers via Web self-service,
email, live chat, and phone. It is the first Internet customer service
solution to deliver a common knowledge base across all of those communications
channels -- enabling companies to fully leverage a single, comprehensive
support information repository.
RightNow`s unique self-learning knowledge base technology, which
dynamically builds content based on customers` actual inquiries and
interactions, has been proven to rapidly and significantly reduce call center
workloads by empowering customers to quickly find 75% to 90% of the answers to
their own questions online. This online self-service paradigm has resulted in
substantial, quantifiable cost savings and service improvements for companies
in every vertical market. Just as importantly, because of RightNow`s powerful
self-learning capabilities, companies can realize these benefits without
requiring extensive up-front investments of time and effort.
New "Browse for Answers" automatically structures content for easy
navigation
In addition to automatically building its knowledge base from day-to-day
interactions with customers, the new release of RNW eService Center also
automatically organizes that knowledge base into a logical, hierarchical
structure based on the search and query terms that customers actually use.
This use-driven structure makes it easy for customers to immediately see what
information is available online and lets them effortlessly browse even the
largest knowledge bases to quickly pinpoint the answers they seek.
RightNow`s automated structuring is a significant improvement over
conventional approaches to self-service content. Plain text search, for
example, forces users to guess which words will lead them to the information
they need. This can be a slow, frustrating process. Manual organization of
content is a very labor-intensive alternative that`s not much more effective,
since content managers have to guess what headings will be most helpful to
customers and must continually work to accommodate new content over time.
RNW eService Center, in contrast, automatically creates easily browsable
content areas that are labeled with the same words and phrases that customers
themselves use. Plus, it automatically re-structures content areas as
required over time without requiring manual intervention by site managers or
support staff.
"Multiple-choice tests are always easier than filling in the blanks,"
explains RightNow CEO and founder Greg Gianforte. "By automatically
structuring the self-service knowledge base, RightNow gives customers an easy,
multiple-choice approach to finding whatever they`re looking for. That`s a
unique and powerful advantage for delivering superior Internet customer
service."
SmartSense(TM): Flagging and routing inquiries based on emotional content
Another valuable innovation in eService Center 5.0 is its unique ability
to monitor customer communications for emotional content. Dubbed
"SmartSense(TM)," this feature uses intelligent language recognition
technology to alert CSRs when customers express anger or dissatisfaction.
This allows companies to prioritize potentially disgruntled customers,
resulting in significantly improved customer satisfaction and retention.
"Effective service is all about treating customers like real people, and
real people have feelings," says Gianforte. "By engineering the recognition
of emotional language cues into eService Center 5.0, we`re giving customer
service teams the added advantage of being able to quickly spot `fires` and
extinguish them before they burn out of control."
RightNow Live: Immediate, one-on-one service for Web customers
RNW eService Center 5.0 allows companies to take advantage of RightNow
Live to deliver immediate, personalized service to customers while they`re
online. CSRs can chat with customers to quickly assist them as they browse
the company`s Web site. They can even launch "co-browsing" sessions to guide
customers directly to the right Web page or file. RightNow also makes CSRs
more efficient by empowering them with the same structured knowledge base. A
SmartAssistant(TM) feature suggests appropriate solutions to CSRs, which
allows even new hires to become very productive very quickly. RightNow also
provides intuitive session management tools that enable CSRs to work together,
as well as all of the reporting facilities necessary for managers to track the
effectiveness and productivity of service teams. An intuitive
session-management console lets CSRs track active sessions and seamlessly pass
them to one another as required.
Multi-language support for global e-business
RNW eService Center can be internationalized in 15 languages. It
automatically recognizes the language of customer inquiries, allowing them to
be routed to appropriate CSRs or responded to with scripted replies in the
correct language. Content in all languages is managed as a single knowledge
base; all translations of each knowledge item are maintained as a single
"atomic" information unit. This makes RightNow ideal for companies doing
business globally, as well as for supporting the large number of North
American customers for whom English is a second language. Supported languages
are English (US and UK), Spanish, French (European and Canadian), German,
Italian, Japanese, Dutch, Portuguese, Finnish, Swedish, Czech, Greek, and
Polish.
Healthy sales growth
The strong appeal of RightNow`s Internet customer service solutions is
evident from the company`s continued strong sales growth in a challenging
software marketplace.
"RightNow listened to us and incorporated virtually every enhancement we
asked for," said Lt. Col. Bud Bromley, Air Reserve Personnel Center. "Anyone
who works with incidents will love it, because information across the board
has been more tightly integrated and everything`s at your fingertips now."
RightNow Web eService Center is typically implemented as a hosted service,
further accelerating customers` time-to-benefit while providing low ongoing
ownership costs. It is available immediately through RightNow`s global direct
and partner sales channels.
About RightNow Technologies
RightNow Technologies is a leading global provider of proven Internet
customer service solutions that deliver rapid return-on-investment. RightNow
was named the second fastest-growing independent software company in the U.S.
by Softletter, an industry newsletter. RightNow`s comprehensive solutions
include Web-based self-service, email response management, live chat and
collaboration, and service analytics. These solutions feature an integrated
product architecture, highly intuitive interfaces, and centralized workflow
management -- all based on a proprietary customer-driven, self-learning
knowledge base.
RightNow customers include Air Canada, Ben & Jerry`s, Black & Decker,
Motorola, Nike, Nortel, Pitney Bowes, Sanyo, Social Security Administration,
Sprint, and more than 1,100 other organizations in a wide range of vertical
markets.
Founded in 1995, RightNow has offices in Bozeman, Dallas, London, Munich,
Sydney and Tokyo. RightNow`s products are available in 15 languages
worldwide.
To learn more, visit http://www.rightnow.com or call 877-363-5678
or 406-522-4200.
CONTACT:
Monica Remely of RightNow Technologies Inc.
+1-406-522-4264
mremely@rightnow.com
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