CBS Interactive and RightNow Win CRM Magazine Service Awards

Published on April 23, 2009 in Computer Software, Technology

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Sixth Consecutive Win for RightNow; CBS Interactive Recognized for Reducing Costs and Increasing Self-Service to 96 Percent

Bozeman, Mont (April 23, 2009) – RightNow Technologies’ (NASDAQ:RNOW) on demand customer relationship management (CRM) solution earned another CRM magazine Service Leader Award, making this RightNow’s sixth consecutive win.

This year, RightNow received the highest customer satisfaction scores, as well as outscoring competitors in depth of product functionality and company direction.

“There are two factors working to RightNow Technologies’ advantage — it’s the only on-demand player in the space, and its customers love the product. In this economy, a company couldn’t ask for a better position.”
CRM magazine April 2009 article, The 2009 CRM Service Awards: Service Leaders — Web Self-Service

“The renewed focus on the consumer sector plays well to RightNow’s sweet spot. With each quarterly release the company unveils increasingly sophisticated technology that, more importantly, continues to be fast and simple to deploy.”
John Ragsdale, vice president of technology research at Service & Support Professionals Association
CBS Interactive: What Award-Winning Service Looks Like

CBS Interactive received a Service Elite award for its use of RightNow CRM to improve customer satisfaction, contact center operations, and sales efforts. With RightNow, CBS Interactive also:

* Dropped per-transaction costs in the contact center to 6 cents; previous costs ranged from $1.64 to more than $6
* Increased self service to 96 percent
* Experienced 92 percent customer retention for “premium paid products”

“The most significant companies are those that are run by their customers. With RightNow, I can track customer feedback, determine their confusion points, show the technology folks what I am seeing, and come up with a fix. That’s a lot of power to put in the hands of the support team, but in reality we’re putting it in the hands of the customer.”
Robert Monteiro, director product integration, customer service and communities, CBS Interactive

“By having a quality product, we rapidly outgrew our support staff. We needed either to hire more people or invest in more technology. We decided to focus on the staff we had in place, but give them a sharper tool (RightNow) to help them serve millions of people.”
Bill Grubbs, vice president of customer service and communities, CBS Interactive

Source: RightNow

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