|
Press Release |
|||
|
SOCIAL SECURITY ADMINISTRATION DEPLOYS ONLINE CUSTOMER SUPPORT SYSTEM FROM RIGHTNOW TECHNOLOGIESRightNow Web Helps SSA Provide Immediate Responses to Thousands of Public Information RequestsBOZEMAN, MT (October 02, 2000) - RightNow Technologies, a leading provider of Internet customer service solutions, today announced the Social Security Administration (SSA) has deployed RightNow Web as its online customer support system. The SSA, which receives more than 68 million phone calls a year and over 11,000 e-mails a month, implemented RightNow Web to provide the public with a quick and easy way to find answers to their most important questions.The SSA's public service system is extensive, and includes about 1,400 field offices and the largest 800-number system in the country. RightNow Web complements SSA call centers because the system makes it easy for people to find instant answers to their questions via the Internet. The public can access the system at their convenience, 24 hours a day, seven days a week. "We're very pleased the Social Security Administration is leveraging RightNow Web for its online support system," said Chuck Dourlet, vice president of marketing at RightNow Technologies. "The SSA's RightNow Web implementation demonstrates a growing commitment among government agencies to provide responsive customer service to the public." About RightNow Web RightNow Web is RightNow Technologies' flagship Web customer service suite. The product, which combines self-help, e-mail management and live chat features, enhances the customer experience while simultaneously helping companies to reduce their support expenses. RightNow Web goes beyond static FAQ pages by providing users with a dynamic, searchable knowledge base of FAQs. As users interact with the system, they rate the effectiveness of the answers provided to them so that when future users access the system, they will be presented with the best answers first. For questions not addressed by the published knowledge base, RightNow Web makes it easy for users 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. 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 http://www.rightnowtech.com. Editorial Contact: Maile Spinola Dovetail Public Relations 408.358.9433 maile@dovetailpr.com top of page |
|||