8/20/01

RightNow Locator(TM) Lets `Clicks-and-Mortar` Companies Steer Customers To The Right Place to Buy

Internet Retailer

RightNow Technologies` Innovative Hosted Solution Provides Accurate Maps And

Driving Directions, Enables Flexible Store/Facility Selection Criteria

BOZEMAN, Mont., Aug. 20 -- RightNow Technologies, a leading provider of Internet customer service solutions, today announced the availability of the newest member of their industry-leading eService product family. RightNow Locator(TM) is a comprehensive, rapidly deployable solution that enables companies to effectively link their Web presence with their bricks-and-mortar locations.

RightNow Locator provides accurate, up-to-date online maps and driving directions to retail facilities, authorized service centers, corporate offices, distribution centers, partners, and other "bricks-and-mortar" locations. Customers can be directed to these locations based on whatever criteria are most appropriate to their needs -- including geographic proximity, hours of operation, and/or the availability of selected products or services.

By ensuring that customers visiting a company`s Web site can immediately find the right store or location for their particular needs, RightNow Locator significantly increases customer satisfaction and helps boost revenue from bricks-and-mortar operations.

"Once customers have visited your Web site, they frequently want to then visit an actual store or service location to complete a purchase or gather more information," said Greg Gianforte, CEO and founder of RightNow Technologies. "By giving them the power to quickly find directions on their own, RightNow Locator helps bridge the gap between the virtual and real world."

By providing answers to questions about store locations or branch offices online, RightNow Locator can also help to reduce call center loads.

"When RightNow came to us with this solution, we immediately knew it would give us an edge on the competition," said Sam Grecco, VP for eBusiness and eCommerce for Remington Arms, the nation`s largest gun manufacturer. "Our partnership with RightNow Technologies has been highly successful and we look forward to extending that relationship with RightNow Locator."

As customers move to the Internet, their expectations for helpful information have skyrocketed. RightNow Locator fulfills this expectation by providing location-based information in an easy, intuitive manner.

RightNow Technologies provides RightNow Locator as a hosted service, ensuring fast, easy implementation and headache-free operation. RightNow Locator`s interface is easily customized to support a consistent Web site "look-and-feel" -- using the same intuitive administrative functionality as the flagship product, RightNow Web eService Center. The software`s architecture is also highly scalable and flexible, allowing companies to support multiple dealer channels and product lines through a single software installation.

RightNow Locator can run as a stand-alone application or be integrated with RightNow Web eService Center and other RightNow solutions. "If you think about it, the questions online customers have about a company`s stores or offices are really part of their overall Web-based self-service experience," said Gianforte. "So what we are doing is enriching that experience through the addition of extremely useful and easy-to-navigate location-related information."

RightNow Locator has a pricing model that is scaled based on the number of locations in the database, and will ship the end of September.

About RightNow Technologies

RightNow Technologies is a leading global provider of field-proven Internet customer service solutions that deliver rapid return-on-investment. RightNow Technologies has been named the second fastest-growing software company in 2000 by Softletter, an industry newsletter that publishes an annual ranking of the top 100 independent PC software companies in the U.S. RightNow`s comprehensive solution includes Web-based self-service, chat, email management, and customer metrics. This solution features integrated product architecture, highly intuitive user 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, and Sydney, and representation in Tokyo via Mitsui. The company`s products are available in 15 languages through worldwide distribution channels.

RightNow can be reached at 877-363-5678 or www.rightnow.com.

For further information, please contact Monica Remely of RightNow Technologies, Inc., +1-406-522-4264, mremely@rightnow.com.

Topics:

business, Call centre, Computing, Internet, Online shopping

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