RIGHTNOW LOCATOR 3.0 CONNECTS WEB SITE CUSTOMERS WITH PHYSICAL STORE LOCATIONS, INCREASING SALES
New Release Provides PDA Support, Enhanced Store-Selection
Rules, and Embeddable Click-to-Talk Functions
BOZEMAN, MT (March 17, 2003) - RightNow Technologies, the
world`s leading provider of hosted customer service and
support solutions, today announced the availability of
RightNow Locator 3.0. The newly released RightNow Locator
can increase customer revenues by more readily directing
online shoppers to their bricks-and-mortar stores, dealers,
and service locations. Simultaneously, customers also reduce
their call center costs by answering common questions about
store locations automatically on their Web sites.
RightNow Locator 3.0 adds PDA support, allowing companies to
provide store information and maps to customers with mobile
devices. Locator also provides more granular store selection
criteria, allowing customers to find the most convenient
location with a specific model or accessory for a specified
product. Sales and marketing managers can now also "weight"
stores and/or outlets to preferentially direct customers to
favored locations.
Locator`s "Click-to-Talk" functionality - which lets online
customers automatically launch conversations with local
in-store staff via their PCs - has also been enhanced in a
variety of ways, including the ability to embed it in
RightNow`s flagship RightNow eService Center. This enables
customers to connect with local in-store staff while they are
in the process of searching for other types of answers on a
company`s Web site.
"Companies increasingly desire their online presence and
their bricks-and-mortar operations to work together as a
seamless whole in support of their sales, marketing, and
service objectives," Sean Forbes, vice president of marketing
and business development at RightNow, said. "RightNow
Locator 3.0 uniquely enables this integration of Web sites
and real-world locations, allowing customers to find and
talk to local stores as a transparent part of their online
experience."
RightNow Locator 3.0, which is available as a hosted solution,
incorporates other useful enhancements, including the ability
to highlight locations with multiple logos/graphics to support
visual branding and simplified administration of locations and
selection criteria.
One key customer is Canon Canada Inc., the leader in digital
imaging from input to output. "RightNow Locator`s features
and ease-of-use made it the clear choice for Canon Canada Inc.
over the other location and mapping tools we researched,"
Steve Mackay, senior manager, customer information centre for
Canon Canada, said. "And, RightNow offers a fully functional
pilot of its Locator product, which allowed us to see a
tangible ROI before making a big investment. The immediate
reduction in emails and calls alone will cover the investment."
According to Jupiter/NFO, 68 percent of customers researching
products online will eventually make their purchase at a
bricks-and-mortar store. This makes it imperative for
companies to ensure their customers can locate the right
physical location of a store - especially if their products
are sold through an independent value-added retailer.
"Enterprises that integrate online marketing with retail
operations will find Web-based store locators essential,"
Scott Tiazkun, research manager, enterprise applications,
IDC, said. "RightNow Locator 3.0 is a very effective
application that should boost bottom line revenue as well
as enhance e-business initiatives."
More information about RightNow Locator is available at
http://www.rightnow.com/products/locator.html.
About RightNow Technologies
RightNow Technologies is the leading customer service and
support solutions expert that radically and rapidly improves
the effectiveness of service and support operations with
easy-to-implement/easy-to-use 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/.
Contact:
Monica L. Remely
Corporate Communications Manager
RightNow Technologies, Inc.
406.522.4264 P
406.522.2908 F
mremely@rightnow.com
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