RIGHTNOW TECHNOLOGIES AND eSUPPORTNOW FORM STRATEGIC ALLIANCE
-- Leading eCustomer Service Vendors Combine to Integrate Self-Service and Customer Analysis
Boston, MA 5/14/01
RightNow Technologies (www.rightnow.com) and eSupportNow (www.esupportnow.com), today announced a strategic alliance which incorporates RightNow’s award-winning Web self-service technology into eSupportNow’s suite of fully integrated, multi-channel customer care solutions. The companies’ combined solutions allow organizations to analyze their customer data and support requirements to offer superior and efficient customer service.
eSupportNow will incorporate RightNow Technologies’ customer support and leading-edge knowledge base design into eSP, the multi-channel eCRM platform supporting eSupportNow’s outsourced, co-sourced and hosted customer support solutions. In addition, eSupportNow will offer solutions that use RightNow Web to capture and leverage this information within eSupportNow’s Customer Analysis offerings to improve the effectiveness and profitability of support and marketing initiatives.
“Today there is a great deal of hype about personalized marketing, but we believe that the greater opportunity is in providing one-to-one customer service, ” said Chris Selland, Vice President of Marketing at eSupportNow. “By integrating RightNow’s award-winning customer service technology into our eSP platform and integrating these solutions with our Customer Analysis capabilities, we dramatically increase our ability to provide clients with personalized, profitable customer care.”
“Our alliance with eSupportNow is truly innovative in that it extends our value proposition beyond Internet customer service and into full-scale customer analysis” said Jeff Honeycomb, President of RightNow Technologies. “By working closely with eSupportNow, we have an opportunity to combine a service and analytic solution for our mutual clients.”
About eSupportNow
Founded in 1998 and headquartered in Boston, Massachusetts, eSupportNow, (www.esupportnow.com), is the premier provider of fully integrated eCustomer Care solutions for online businesses. eSupportNow offers a full suite of operational and analytic eCRM solutions designed to facilitate customer loyalty and provide real ROI. These solutions include multi-channel customer analysis, live chat, email, VoIP, web callback, self-help, and advanced teleservices.
About RightNow Technologies
Founded in 1997, RightNow Technologies automates customer service and technical support operations for Internet-connected organizations. RightNow Technologies’ customers include Air Canada (Nasdaq: ACNAF), eTour.com, Motorola (NYSE: MOT), Nortel (NYSE: NT), Pitney Bowes (NYSE: PBI), Polaroid (NYSE: PRD), Sanyo (Nasdaq: SANYY), Social Security Administration, Sprint (NYSE: FON and NYSE: PCS), Union Bank and Trust (Nasdaq: UBSC) and more than 1,100 other organizations. RightNow Technologies’ world headquarters are located at 77 Discovery Drive, Bozeman, MT 59718. RightNow can be reached by phone at 877-363-5678, by fax at 406-522-4227, by email at info@rightnow.com or on the Web at www.rightnow.com. Additional RightNow offices are located in Dallas, London, Munich and Sydney, Australia.
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