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TWENTY-FOUR FINANCIAL COMPANIES CHOOSE RIGHTNOW WEB FOR ONLINE CUSTOMER SUPPORTRightNow Web Enhances Customer Experience, Streamlines Support OperationsBOZEMAN, MT (October 31, 2000) - RightNow Technologies, a leading provider of Internet customer service solutions, today announced that 24 financial organizations have chosen RightNow Web as their online customer support system. The organizations, which include AMCORE Bank, Andrews Federal Credit Union, the Chicago Stock Exchange and Union Bank and Trust, have chosen RightNow Web to provide fast and accurate responses to customer questions."RightNow Web helps financial institutions deliver exceptional Internet customer service," said Greg Gianforte, founder and CEO of RightNow Technologies. "The software helps customers conveniently answer their own questions while online, without having to compose an e-mail or pick up the phone." Financial institutions receive large volumes of customer support inquiries, usually about topics that are redundant in nature. RightNow Web's patent pending knowledge base technology makes it easy for these organizations to automate the exchange of information for customers without the need for customer support representatives (CSRs) to get involved. If a customer requires the help of a CSR, requests for personal assistance can be automatically routed to the appropriate individual based on the content of the support request. "RightNow Web allowed us to deploy a robust Internet customer service system that supports 4,500 members," said Jennifer Pace, project manager for delivery systems at Andrews Federal Credit Union. "The system is so effective, that more than 99% of member questions are answered without requiring personal assistance. As a result, we've dramatically improved the quality of support without the need to hire additional CSRs." AMCORE Financial, Inc., a bank-holding company headquartered in Rockford, Ill., with $5 billion in investment assets under administration and $4.3 billion in bank assets, is another RightNow customer who improved the quality and responsiveness of their Internet customer service without hiring additional support staff. Prior to evaluating RightNow Web, a consultant advised AMCORE to hire four additional CSRs to manage the expected online support workload. However, after deploying RightNow Web, AMCORE was able to increase its customer service levels without additional staff. "RightNow Web has been a clear success for AMCORE," said Clinton Anderson, e-commerce development manager at AMCORE. "When we launched the system, RightNow helped us get the product up and running in about a week. The company has exceeded our expectations on every phase of this project, and we will be adding RightNow Web's live chat feature in the near future." In addition to the above mentioned organizations, Delta Employees Credit Union and Visa have also chosen RightNow Web. 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, or on the Web at http://www.rightnow.com Editorial Contact: Maile Spinola Dovetail PR 408.358.9433 maile@dovetailpr.com top of page |
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