Top Tips for Retailers from RightNow: Give Your Customers The Best Online Gift this Christmas


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RightNow Offers Retailers Top Five Tips to Guarantee Superb Online Customer Experience

Slough, United Kingdom (December 1, 2006) €” Following recent studies suggesting that internet sales in Britain will top £7 billion, compared with £5.5 billion last year*, RightNow® Technologies (NASDAQ: RNOW) advises retailers how to help their customers have a relaxing online shopping experience in the penultimate weeks and, as a result, encourage customer loyalty and ultimately profit.

Online is conceived to be the least stressful way of completing the Christmas shopping but in reality many sites are still not getting it right for their customers. Retailers are making the online Christmas shopping experience a frustrating one. With online shopping increasing in popularity, RightNow offers the following top tips to provide a superb customer experience:

Customers need to get knowledge when they want it €” even on Christmas Day. Make sure your site is easy to navigate and your Frequently Asked Questions section isn€™t just a static portal of data.

Ensure that your site is clearly marked with the availability of products and information such as how long delivery will be. This will help to reduce stress levels when a product customers were expecting doesn€™t arrive.

Does your site enable customers to see where they are in the order process? Are they able to get help at every step of the purchasing process? You need to ensure that the order process is transparent so customers know how many steps they have left, enabling them to gauge how long the process is going to take.

Does your site support your customer to enable them to go from €˜browse to purchase€™? By providing context sensitive help; knowledge relevant to each page, you will ensure that the online experience is positive for your customer and abandonment rates are lowered.

Does your site enable your customer to have direct contact with your contact centre via an instant messenger capability that remembers your last live chat conversation? This will enable your customer to raise any incidents that can be immediately resolved via an online agent that knows the customer€™s interaction history.

€At the busiest time of the year, with less than 24 online shopping days to go, even well known stores are still not getting their online presence right.€ Wayne Foncette, RightNow€™s VP of UK & Ireland, said. €Online retailers need to remember that customers are now expecting a higher level of service and competitors are just one click away. By following these top tips retailers can ensure they provide their customers with a superb customer experience and as a result, a less stressful Christmas period for both customer and retailer.€

*IMRG, Interactive Media in Retail Group: IMRG,


About RightNow Technologies
RightNow (NASDAQ: RNOW) is leading the industry beyond CRM to high-impact Customer Experience Management solutions. More than 1,700 companies around the world turn to RightNow to drive a superior customer experience across the frontlines of their business. As a win on service strategy becomes a business imperative, experience management solutions are increasingly recognized as a core driver of business success. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia. For further information, please visit

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

RightNow Technologies, Inc.
40 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

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