RightNow Sweeps 2011 CRM Magazine Service Leader Awards

Published on March 18, 2011 in Internet, Technology

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Using RightNow CX, Telecom New Zealand Wins “Service Elite” for Transforming Its Contact Center, Increasing Sales Conversions and Providing Great Customer Experiences

BOZEMAN, Mont. (March 18, 2011) – RightNow (NASDAQ: RNOW) swept the 2011 CRM

RightNow beat competitors in the Web Support category by grabbing the highest score in customer satisfaction as well as high rankings in depth of product functionality.

“RightNow is the recognized leader for customer service in the cloud. RightNow’s attention to social media integration, online communities, and other trends has kept them on the bleeding edge of functionality

Ian Jacobs, senior analyst, customer interaction technologies, Ovum Research

For the second year in a row, RightNow also won the Contact Center Search category, setting a record with perfect scores in all three judging areas: depth of functionality, company direction and customer satisfaction.

“RightNow has the broadest set of media that work with their search tools…The recent addition of Q-Go will expand their reach in this category beyond just support to home page searching.”

Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics

Lastly, RightNow was named a leader in the Enterprise Feedback Management category. Judges cited the RightNow CX Cloud Platform as a key differentiator as it allows organizations to collect feedback and incorporate it into the overall customer record from a variety of channels, particularly social media networks.

RightNow CX Helps Telecom New Zealand Increase Sales Conversions

Leveraging RightNow CX, Telecom New Zealand received a CRM Magazine Service Elite award for transforming its contact center with the addition of live chat capabilities to increase sales conversions. With RightNow, Telecom New Zealand delivers the same exceptional experiences over chat as phone, email, and web channels and has seen tremendous success, with results including:

  • 11 percent sales conversion rate with chat
  • 80 percent customer satisfaction score through chat
  • More than 100,000 online answers viewed per month with a 95 percent self service rate
  • 20 percent increase in agent satisfaction

“We wanted to move to a complete tool set to help us participate in all of those [customer] ecosystem conversations, so we needed to get into the chat space…For us, this is a really important part of our standards for our customers.”

Telecom New Zealand, as quoted in CRM Magazine, “The 2011 Service Elite”

About RightNow

RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com.

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of The NASDAQ Stock Market LLC.

FRNOW

Source: RightNow

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