RightNow Technologies (RNOW)

Today RightNow (NASDAQ:RNOW) introduced RightNow Mobile, which helps organizations engage and support consumers via any mobile device. RightNow Mobile is part of the RightNow CX May 2010, customer experience suite, and is now generally available. With RightNow Mobile, consumers receive a feature-rich, exceptional experience across any mobile device, including smartphones, tablets, game consoles, and GPS systems. As a result, organizations can extend their customer experience strategies to mobile devices, seamlessly integrated with their web, contact center, and social channels.

“The challenge for organizations is to tie existing customer experience strategies with mobile devices. RightNow Mobile provides everything organizations need to make mobile devices a seamless part of their strategy to meet the needs of today’s connected consumer and provide consistent experiences no matter the device.” David Vap, chief solutions officer, RightNow

RightNow Mobile Provides On-the-Go Consumers with Answers on Any Device, Anytime, Anywhere

Today’s consumers are technologically sophisticated, always connected, and expect around-the-clock support, no matter where they are or what they are doing. RightNow Mobile is part of the RightNow CX May 2010, customer experience suite, which enables organizations to deliver superior customer experiences across the web, social, and contact center touchpoints. RightNow Mobile allows consumers to receive interactive support from the next generation of devices, including touch screens, to get the information they need quickly. RightNow Mobile includes:

• RightNow Mobile Web Self-Service enables consumers to search for help, view answers, rate answers, see related questions, and submit an email inquiry from their mobile devices to quickly serve themselves anytime and anywhere.
• RightNow Mobile Web Chat provides a chat interface specifically designed for mobile devices, supporting consumers’ increasingly on-the-go lifestyle, where a chat session is often preferred to live assistance.
• RightNow Mobile Guided Assistance lets consumers engage in a conversational question-and-answer dialog for complex troubleshooting scenarios to get faster and more accurate self-service. Guided Assistance helps consumers find the right answers with a mobile guide that uses question branches to guide them to the appropriate answer or resolution.

“The mobile device is fast becoming the customer experience ‘choke point’ for organizations as more consumers use their mobile device to conduct transactions via voice, email, web, and chat. In North America, the number of consumer landlines is decreasing at a rate of 9% per year, and it’s only a matter of time before we reach the tipping point where the bulk of communication between enterprise and consumers will occur through mobile devices. Enterprises should be in planning and execution stages now to implement mobile customer care applications that are aligned with their overarching multi-channel customer experience strategy.” Daniel Hong, lead analyst of customer interaction, Ovum

Clients Comment on RightNow Mobile

“RightNow provides a solution that helps highly engaged mobile customers get support directly from their device to enhance their experience. This is critical, since mobile devices are one of our fastest-growing channels and Match.com has developed mobile applications for Android, BlackBerry, iPhone, iPod touch and Palm Pre/Pixi smartphones. With more than 20,000 singles registering on Match.com every day, delivering an exceptional customer experience no matter how a customer chooses to contact us is very important.” Michele Watson, Vice President of Global Customer Care, Match.com

“Our CBSSports.com customers want up-to-the-minute live scores, statistics, news and total access to their fantasy sports teams straight from their mobile devices, which has led us to offer an array of mobile applications. RightNow’s mobile solutions will help us take our mobile customer experience to the next level, allowing us to deliver customer support from within the mobile application itself.” Robert Monteiro, contact center operations director, CBS Interactive

Community

Click here to watch the announcement event

Learn more at http://www.rightnow.com/cx-suite-mobile.php

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Join the RightNow Mobile conversation on twitter #RNOW

About RightNow

RightNow is helping rid the world of bad experiences one consumer interaction at a time, seven 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 eight 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.

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