About RightNow Customer Service Software

RightNow Technologies, Inc. was recently acquired by Oracle and provides customer relationship management (CRM) software. The company’s CRM software suite includes RightNow Marketing, RightNow Sales, and RightNow Service. These solutions provide real-time visibility across all customer-facing departments, maximizing the efficiency of your organization and helping to provide a superior customer experience.

RightNow Customer Service Software

RightNow Service is designed to transform your service into a competitive advantage. RightNow Service is recognized as the industry’s leading solution for optimizing both the quality of the customer experience and the operational efficiency of multi-channel contact centers. RightNow Service has received top honors from independent observers including Gartner, Jupiter Research and Nucleus.

RightNow Service offers a customer service solution that enables you and your service delivery partners to:

• Provide customers with fast, accurate and consistent answers via phone, email, web and voice self-service, chat and bricks-and-mortar channels.
• Continuously improve effectiveness and efficiency by automatically “learning” about customers and their issues – and automatically adapting to that knowledge.
• Offload 90 percent or more of your service interactions to self-service channels in order to reduce costs and deliver immediate answers 24 hours a day.
• Capture high-value insights from your customer service interactions to drive smarter marketing and product development decisions.
• Capitalize on customer service interactions to generate leads, drive up-sell revenue and optimize the quality of customer data.

RightNow Service leverages RightNow’s advanced, patented knowledge foundation to ensure that accurate, relevant and up-to-date information is delivered at every touch-point every time.

This knowledge foundation, combined with flexible rules-based automation, a highly intuitive customer interface, and unified channel management, fully enable knowledge at the point of action across all customer touch-points. This allows your company to provide a superior customer experience while radically reducing costs.

RightNow Service components include:

• Web Self-Service
• Voice Self-Service
• Knowledge Management
• Email Response Management
• Call Tracking
• Telesales
• Surveys
• Web Site indexing
• Live Chat
• Offer Advisor
• Pilot Program

RightNow Service integrates seamlessly with RightNow Marketing™ and RightNow Sales™ to create a flawless customer experience and take advantage of powerful synergies between departments.

The company also offers voice-enabled CRM applications that include: Voice Interface to Knowledge Base, Voice Interface to Incident Management, Voice Interface to Locator, Status Applications, Password Reset, Survey, and One Number Routing.

RightNow Customers

Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia. More than 1,700 organizations worldwide use RightNow solutions including British Airways, British Telecom, Cisco Systems, Continental Tire North America, Nikon and the Social Security Administration.