Samsung Telecommunications America Taps RightNow to Provide Outstanding Customer Experience

Published on August 8, 2006 in Computer Software, Technology

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RightNow’s Speech-Based Solution Immediately Addresses Callers’ Needs

Bozeman, Mont (August 08, 2006) – RightNow(R) Technologies (NASDAQ: RNOW) today announced that consumer electronics leader Samsung Telecommunications America (Samsung) has selected RightNow Voice(TM) to provide its North American customers with fast, convenient phone service whenever they need it.

The RightNow solution automatically routes callers to a self-service application, a return merchandise authorization (RMA) status inquiry application, or a live call center agent, based on their responses to scripted speech prompts.

Through the RightNow self-service application, callers reach a voice-enabled knowledge base, which provides information about Samsung’s products and policies. Customers can ask questions or search for a specific topic by category. RightNow’s advanced speech recognition capabilities and search heuristics ensure that customers consistently receive highly relevant and accurate answers.

RightNow integrates with Samsung’s existing RMA system to allow customers to check on the shipment of their returned products.

According to the 2006 Customer Experience Report conducted by Harris Interactive(R), U.S. consumers are highly frustrated by automated call menus, especially those that send them in circles, do not list needed options, or require them to repeat account information. Consumers also noted inconsistent and incorrect information, along with long hold times, as extremely frustrating. With RightNow’s technology and best practices expertise, Samsung will better serve its customers in an effort to avoid these aggravations and deliver superior phone service. By providing a first-rate customer experience, Samsung can differentiate itself within the highly competitive consumer electronics market and build customer loyalty. (The Customer Experience Report is available at Customer Experience Report)

“Today’s customers are extremely demanding, and they start making positive or negative judgments about the companies they deal with from the very first ring of every phone call,” Joseph G. Brown, RightNow’s vice president of voice solutions, said. “Samsung’s implementation of RightNow Voice demonstrates keen awareness of this critical market dynamic, and it provides a textbook example of how RightNow’s customer experience technology can be applied to both achieve competitive advantage and reduce operating costs.”

Source: RightNow

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