RightNow’s New Customer Portal, Co-browse, and Proactive Chat Helps Organizations Brand the Online Service Experience
Bozeman, Mont. (August 25, 2008) — Today RightNow® Technologies (NASDAQ: RNOW) introduces August ’08, the latest version of the company’s on demand, customer relationship management (CRM) solution. August ’08 harnesses the power of Web 2.0 to enable consumer-centric organizations to transform their static website support environments into branded, highly interactive online service experiences for customers.
Web 2.0: New RightNow Customer Portal
With the RightNow customer portal, organizations can easily brand and personalize the website service experience, infusing it with interactive Web 2.0 information resources. The RightNow customer portal;
Is part of RightNow Service and includes best practices for online customer self-service.
Supports consumers’ increased reliance on digital mediums to make informed buying decisions, with the ability to flexibly incorporate Web 2.0 technologies in the form of widgets, video, forums, and blogs.
Includes a studio development environment to easily create and manage the online service experience, including integration with Adobe Dreamweaver, the industry’s leading web development product.
The Collaboration Key: Co-Browse and Proactive Chat
Live, interactive assistance exactly when online consumers need it.
RightNow co-browse ensures organizations and consumers are on the same page – literally. Co-browse lets consumers securely invite an agent, either on the phone or during an online chat session, to share their desktop and navigate/browse together, whether for resolving a problem, filling out a form, or guiding them through an online purchase.
Proactive chat is a new feature of RightNow chat that presents a chat invitation to a consumer based on specific, definable circumstances, such as being a premier or gold customer or spending a certain amount of time on a site.
Comments on the Importance of Great Online Consumer Experiences
“The overall quality of customer experience is largely defined by personalized online interactions. Companies that consistently deliver these positive customer experiences across all touch points maintain consumer loyalty, build stronger brands and are better able to avoid competition on price alone – therefore they grow faster and earn healthier profits than companies that don’t consider consumer experience a priority.”
Greg Gianforte, CEO, RightNow
“With more access to information, more sensitivity to price, and less sensitivity to advertising, customers are getting harder to win and keep. Organizations try to woo these empowered consumers with mediocre experiences – but it won’t work. Firms need to dramatically raise the bar on the customer experience they provide.”
Bruce D. Temkin, Forrester Research
From the January 2007 report, Experience-Based Differentiation
“The online gaming market by its very nature requires us to be much more highly engaged with our online customers than is needed for the typical offline game customer. RightNow enables us to cost-efficiently deliver the premium-quality customer experience that differentiates our brand.”
Brad Wilcox, executive director of global customer service, Sony Online Entertainment
Comments on the New Customer Portal
“Our customer portal helps organizations tap new online resources and communities while wrapping it within their overall brand experience. The wide range of pre-built and custom widgets -from answer search and announcements to forums, videos or shipping calculators- delivers on RightNow’s strategy of offering our customers a flexible and interactive consumer platform for personalized online support.”
David Vap, vice president of products, RightNow
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About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,900 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit www.rightnow.com.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
RightNow Technologies
136 Enterprise Blvd.
P.O. Box 9300
Bozeman, MT 59718-9300
Phone: 1-406-522-4200
Fax: 1-406-522-4227
Toll Free: 1-877-363-5678
California – San Mateo
Phone: 1-650-653-4400
Fax: 1-650-653-4401
Toll Free: 1-877-363-5678
Phone: 1-585-899-2300
Fax: 1-585-899-2290
Illinois – Chicago/Lombard
Phone: 1-630-874-5800
Fax: 1-630-874-0069
Massachusetts – Boston
Phone: 1-617-979-6100
Fax: 1-617-979-6188
Toll Free: 1-877-350-0160
Canada – Toronto, Ontario International Sales
Phone: 1-416-214-7588
Fax: 1-416-214-7586
Washington D.C. – Herndon VA.
Phone: 1-703-272-1800
Fax: 1-703-272-1803
Netherlands – Utrecht
Phone: +31 (0) 30 2982262
Fax: +31 (0) 30 2982111
North American Sales
Phone: 1-406-522-4200
Fax: 1-406-522-4227
Toll Free: 1-877-363-5678
European Headquarters
Phone: +44 (0) 1628 511900
Fax: +44 (0) 1628 511919
North American Sales – East
Phone: 1-972-232-3900
Fax: 1-972-232-3952
Toll Free: 1-877-277-3898
United Kingdom – London/Maidenhead International Sales
Phone: +44 (0) 1628 511900
Fax: +44 (0) 1628 511919
Australia – Sydney/N.S.W.
Phone: +61 2 8198 13 00
Fax: +61 2 8198 13 53
Germany – Munich
Phone: +49 (0)89 28890-205
Fax: +49 (0) 8928 890 45
Japan – Tokyo
Phone: +81-3-5403-4750
Fax: +81-3-5403-4827
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This press release may contain forward-looking statements. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement.
The risks and uncertainties referred to above include, but are not limited to, risks associated with our business model; our ability to develop or acquire, and gain market acceptance for, new products in a cost-effective and timely manner; the market success of our August 2008 release; the gain or loss of key customers; competitive pressures; our ability to expand operations; fluctuations in our earnings as a result of the impact of stock-based compensation expense; interruptions or delays in our hosting operations; breaches of our security measures; our ability to protect our intellectual property from infringement, and to avoid infringing on the intellectual property rights of third parties; our ability to manage and expand our partner relationships; our ability to expand, retain and motivate our employees and manage our growth, and general economic conditions. Further information on potential factors that could affect our financial results is included in our Annual Report on Form 10-K, quarterly reports of Form 10-Q, and in other filings with the Securities and Exchange Commission. The forward-looking statements in this release speak only as of the date they are made. We undertake no obligation to revise or update publicly any forward-looking statement for any reason.
