Web Security Services Leader McAfee.com Taps RightNow eService Center to Optimize Online Customer Service
Intelligent Knowledge Base Plays Key Role in Automated Email Marketing Strategy
Bozeman, MT (June 17, 2002) — RightNow Technologies, Inc., a leading global provider of proven eService solutions, today announced Web security services company McAfee.com selected its flagship solution, RightNow eService Center, to improve the quality of its online customer service, reduce operational costs, and support its automated email marketing initiatives.
McAfee.com selected RightNow after an extensive evaluation of competing products. The company chose RightNow eService Center because of its superior intelligence and multi-channel integration of its service/support knowledge base engine, its ease of implementation and management, and its advanced features – including SmartAssistant™. The latter automatically suggests answers to customers based on the content of their email messages.
“RightNow eService Center provides a comprehensive, integrated feature set that allows us to immediately deliver accurate answers to our customers through whatever channel they prefer to use,” said Denise Bellotti, director of customer service and tech support. “This gives us the ability to support a growing number of customers and prospects without having to scale up our call center resources and is a great benefit to our profitability.”
Based on its initial success with the RightNow rollout, McAfee.com plans to extend its global implementation in several other languages.
McAfee.com joins more than 1,100 companies that have embraced RightNow eService Center to deliver optimum service levels via the Web, email and call center staff by employing RightNow’s patent-pending technology. Companies deploying RightNow have been documented to be able to answer over 86 percent of customers’ questions on their Web sites – in addition to streamlining their email and call center response capabilities.
“McAfee.com’s RightNow implementation demonstrates how valuable our technology can be for pre-sales as well as post-sales support for companies in critical areas of high technology,” said Sean Forbes, vice president of marketing and business development. “We look forward to seeing the results of McAfee.com’s forthcoming ROI analysis and adding them to our rapidly growing portfolio of documented success stories.”
About McAfee.com
McAfee.com Corporation is a world-leading provider of managed Web security, optimization, and maintenance services. Using a patented system and process of delivering software through an Internet browser, McAfee.com has redefined how software is developed, delivered and experienced by PC users at home and at work, virtually eliminating the need to install, configure and manage the technology on a local PC or network. McAfee.com hosts software application services on its vast technology infrastructure and provides these services to users online through its Web site www.mcafee.com. McAfee.com has signed up more than 1.5 million paid active subscribers, making it one of the largest paid subscription sites on the Internet. The company estimates that 30% of its subscriber base is international. For more information, contact McAfee.com at 408-992-8100 or visit http://www.mcafee.com.
About RightNow Technologies
RightNow Technologies is the leading eService solutions expert, engineering business solutions that deliver rapid time-to-benefit and quick return on investment. RightNow delivers these benefits to such customers as: Air New Zealand, Ben & Jerry`s, British Airways, Cisco, Fujitsu, Maxtor, Orbitz, Ping Golf, Remington, Sanyo, Social Security Administration, Sprint, and more than 1,100 other organizations.
RightNow`s multi-channel eService suite supports Web-based self-service, email response management, live chat and collaboration, and service analytics. RightNow Locator, which directly links a company`s Web presence with its real-world locations, provides customers the information they need to purchase products or obtain services locally.
Founded in 1995, RightNow has offices in Bozeman, Dallas, London, and Sydney, with an associated office in Tokyo. RightNow`s products are available in 15 languages worldwide. For further information visit http://www.rightnow.com/.
Back...
