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FIVE MAJOR AIRLINES STREAMLINE CUSTOMER SERVICE WITH RIGHTNOW WEB
Web Customer Support System Helps Airlines Enhance Customer Experience
BOZEMAN, MT (August 22, 2000) - RightNow Technologies, a leading provider of Internet customer service solutions, today announced five leading airlines have chosen RightNow Web as their online customer support system. The airlines, Air Canada, American Trans Air, Frontier Airlines, Hawaiian Airlines and Lufthansa Airlines, have deployed RightNow Web to provide fast and accurate responses to their online customers' support needs."When air travelers go online to research flights or to evaluate frequent flyer programs, they expect responsive customer service," said Greg Gianforte, founder and CEO of RightNow Technologies. "If passengers cannot quickly find the information they seek, they'll simply click over to a competitive airline's site. RightNow Web makes it easy for travelers to find the information they need to make a ticket purchase decision."
Recently, the Air Transport Association introduced an industry-wide airline customer service initiative called Customer First. Several of RightNow's customers, including Air Canada, American Trans Air and Hawaiian Airlines, are members of the initiative. Their deployment of RightNow Web places these airlines at the forefront of a growing airline industry trend towards more responsive customer service.
"Air Canada's Web visitors often come to the site looking for information on Aeroplanā, our popular frequent flyer program that has over 4 million members," said Edith Vazalinskas, customer service manager, Air Canada Aeroplan. "RightNow Web enables Aeroplan members to quickly find the information they need by themselves, without having to make a phone call or send an e-mail. In fact, our statistics show that the RightNow Web system allows our Web customers to help themselves about 97% of the time. If we can generate a positive customer experience at first contact, we're more likely to generate a ticket purchase and a repeat traveler."
Travel-related Web sites are popular online destinations for millions of people planning their next vacation or business trip. As with any successful Web site, high-traffic can translate into a high volume of customer support inquiries. In addition to the five airlines mentioned above, RightNow Web also automates the online support operations for other travel-related Web sites including Abercrombie & Kent, Amtrak, Enterprise Rent-A-Car, Renaissance Cruises and The View From Here.
About RightNow Web
RightNow Web is RightNow Technologies' flagship Web customer service suite. The product combines essential Web customer service tools, such as self-help, e-mail management and live chat, that enhance the customer experience while helping companies to reduce their support expenses.
RightNow Web helps support professionals proactively reduce the amount of incoming telephone calls and support e-mails by giving customers the ability to help themselves. RightNow Web operates under the principle that most customer questions are repetitive in nature and can be predicted with great accuracy. The system presents users with a dynamic selection of customer support solutions. As visitors interact with the system, they rate the effectiveness of published solutions, thereby helping to prioritize answers for future customer questions.
For questions not addressed by the published knowledge base, RightNow Web makes it easy for customers to submit new questions. When support personnel respond to the questions, they can publish the question and the answer into the public knowledge base, making the solution easily accessible to future visitors. RightNow Web was the first Web customer service system to leverage real-world customer input to anticipate future customer questions.
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 PR
408.358.9433
maile@dovetailpr.com
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