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RIGHTNOW TECHNOLOGIES ANNOUNCES RIGHTNOW METRICS 2.0
Internet Survey Tool for Web Customer Service
BOZEMAN, MT (August 7, 2000) - RightNow Technologies, a leading provider of Internet customer service solutions, today announced RightNow Metrics 2.0, a new survey tool for Web customer service."Online surveys help companies engage their customers in an ongoing discussion about products, preferences, and their relationship with the company," said Danielle Wanderer, product manager for RightNow Metrics. "By creating a two-way dialog with their customers, RightNow Metrics helps companies provide a complete Internet customer service solution."
RightNow Metrics Enables Flexible Online Surveys
RightNow Metrics helps companies quickly create and distribute a broad range of flexible customer surveys. Surveys can be designed to support multiple survey methodologies, including Likert scale (used to measure attitudes), free form text and multiple choice.
Customer service managers distribute the survey invitations via email or a Web site link. The email invitations can be distributed to an existing email list, or they can be triggered by an event, such as the resolution of a customer support incident.
When a service incident is closed, for example, the company can automatically survey the customer to gain immediate feedback on the quality and responsiveness of the customer service organization. RightNow Metrics integrates with RightNow Web, RightNow's award-winning Web customer service suite, as well as with the incident tracking systems of leading Customer Relationship Management platforms such as Remedy and Onyx.
Once customers receive an email invitation to participate in a survey, they can hyperlink to a survey page on the Web or they can complete the survey via email. Support for Web-based surveys is new in RightNow Metrics 2.0.
RightNow Metrics includes five pre-formatted report options to help managers interpret survey results. The product can also export its data in CSV format for analysis by third party data analysis systems.
Pricing, Specifications and Availability
RightNow Metrics 2.0 begins shipping today. Pricing is $7,995 for a two-year license, and includes unlimited product upgrades. Customers of RightNow Metrics have the option of installing the software on their own premises or hosting the software on RightNow's nationwide hosting network for an additional $2,500, which includes unlimited upgrades and technical support.
RightNow Metrics supports SQL databases such as Oracle8 and Oracle8i, and Microsoft SQL Server, and server operating systems such as Windows NT, Linux and Sun Solaris. The product offers new native language support for British English, German, French, Finnish, Dutch, Italian, and Portuguese.
About RightNow Technologies
Founded in 1997, RightNow Technologies automates customer service and technical support operations for Internet-connected organizations. RightNow Technologies' customers include Ben & Jerry's Homemade Ice Cream, eTour.com, Motorola, Nortel, Polaroid, Sanyo, Specialized Bicycles, Sprint, TDK, Xerox and more than 750 other organizations. RightNow Technologies' world headquarters are located at 77 Discovery Drive, Bozeman, MT 59718, and can be reached by phone at 877-363-5678, by fax at 406-522-4227, by e-mail at info@rightnowtech.com or on the Web at www.rightnowtech.com.
Editorial Contact:
Maile Spinola
Dovetail Public Relations
408.395.3600
maile@dovetailpr.com
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