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63 TELECOMS CAPITALIZE ON INTERNET CUSTOMER SERVICE SOLUTION FROM RIGHTNOW TECHNOLOGIESTelecom Industry Leaders Select RightNow Web™ eService Center to Significantly Reduce Support Costs While Increasing Customer SatisfactionBozeman, MT (August 6, 2001) -- RightNow® Technologies, a leading provider of Internet customer service solutions, today announced that 63 telecom companies worldwide have selected RightNow Web™ eService Center as their Internet customer service solution. The companies, which include AT&T, British Telecom, Singapore Telecom, Sonera (Finland), Sprint, MCI/WorldCom, and VoiceStream Wireless, are using RightNow’s award-winning technology to provide customers with instant access to the information they need – at a far lower cost than phone calls handled by human operators.According to a recent independent study by Doculabs, telecoms using Right Now Web are achieving an average self-service rate of 75%; that is three-quarters of all customers are able to find the information they need by themselves online without needing to call a live agent. That saves approximately $31.57 per incident, according to estimates from Forrester Group. At the same time, customers enjoy the immediacy of getting the answers they seek on a 24x7 basis without waiting on hold. Support operations at VoiceStream Wireless, for example, have been streamlined through the use of RightNow Web eService Center’s workflow and escalation rules, assuring that inquiries are responded to within minutes. “Without RightNow Web eService Center, we would have been floundering in a sea of customer inquiries, missing valuable opportunities and marketing on a hit-or-miss basis,” said Robert Hoffman, Project Manager for VoiceStream. “RightNow not only makes us more competitive, but also assures we’ll stay ahead of the competition as we continue to grow.” “Given the wide variety of complex services and products offered by the telecom sector, it’s critical for customers to be able to get their questions answered quickly and efficiently,” said Greg Gianforte, CEO and founder of RightNow Technologies. “Our Internet customer service solution enables customers to do exactly that, while significantly easing the load on customer service departments.” About RightNow Technologies RightNow Technologies is a leading global provider of field-proven Internet customer service solutions that deliver rapid return-on-investment. RightNow Technologies has been named the second fastest-growing software company in 2000 by Softletter, an industry newsletter that publishes an annual ranking of the top 100 independent PC software companies in the U.S. RightNow's comprehensive solution includes Web-based self-service, chat, email management, and customer metrics. This solution features integrated product architecture, highly intuitive user interfaces, and centralized workflow management – all based on a proprietary customer-driven, self-learning knowledge base. RightNow customers include Air Canada, Ben & Jerry’s, Black & Decker, Motorola, Nike, Nortel, Pitney Bowes, Sanyo, Social Security Administration, Sprint, and more than 1,100 other organizations in a wide range of vertical markets. Founded in 1995, RightNow has offices in Bozeman, Dallas, London, Munich, and Sydney, and representation in Tokyo via Mitsui. The company’s products are available in 15 languages through worldwide distribution channels. mremely@rightnow.com top of page |
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