RightNow Enhances On Demand CRM Solution for Retailers

Published on February 12, 2008 in Computer Software, Technology


RightNow Retail Helps Companies Cost Effectively Drive Sales, Capture Customer Feedback and Measure Success

Bozeman, Mont (February 12, 2008) – RightNow┬« Technologies (NASDAQ: RNOW) today announced enhancements to RightNow Retail, its on demand customer relationship management (CRM) solution tailored for retailers.

New features combined with RightNow’s preconfigured self-service, call center and email management applications and knowledge foundation give retailers the ability to quickly deliver excellent customer experiences. New enhancements include:

* RightNow Chat helps retailers improve conversion rates and reduce the number of abandoned shopping carts. With RightNow Chat retailers are able to engage one-to-one with consumers in real-time via live chat customer service software and provide instant, knowledgeable service.
* Voice of the Customer empowers retailers to capture and measure customer feedback, typically using customer service survey software. RightNow Retail includes several new customer surveys that allow retailers to listen to their customers throughout the entire purchase process. Any survey returned with negative comments can be immediately routed to an appropriate agent or manager who can view the customer history and take action.

New surveys include:

* Shopping cart and check-out: Focused on the shopper’s experience during the check out process, this survey includes questions about shopping cart ease of use, express check out and order changes.
* Post purchase: This survey, for both online and in store purchases, solicits the consumer’s opinions of the overall purchase experience, including order tracking, product quality and sales associates’ helpfulness.
* General company/product impression: This survey, sent after a purchase, gathers consumer feedback on overall satisfaction, likelihood to recommend a retailer and the importance a consumer places on price, product selection and service when making a purchase.
* RightNow Offer Advisor’ drives incremental sales through targeted up-sell and cross-sell offers. Offer Advisor empowers agents at the end of a service interaction to automatically suggest relevant offers or promotions based on
* Marketing promotions also help drive sales; RightNow Retail now includes an email promotion template preconfigured with a printable coupon.

“RightNow is an awesome tool for delivering the right message to the right customers at the right time. It has become our strategic platform for driving traffic to all of our channels, fostering customer loyalty over time, and heightening our visibility into customer preferences and behaviors.” Hope Neiman, senior vice president of marketing and development, The RightStart

“We are getting our customers accurate answers to their questions promptly and at a far lower cost than we would if we had to reply to thousands of calls and emails. Plus, with RightNow, you develop the ability to better understand and more quickly respond to your customers’ needs across all your communication channels.” Sean McLaughlin, marketing manager, Specialized Bicycle

RightNow Retail

Originally released in May 2007, RightNow Retail is based on the company’s enterprise-class on demand CRM solution and includes pre-configured processes and best practices that can help retailers improve efficiency, increase customer loyalty and drive sales, while controlling costs.

Source: RightNow

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