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SCHWINN/GT RIDES TO NEW HEIGHTS IN CUSTOMER SERVICE SUCCESS WITH RIGHTNOW WEBRightNow Web Empowers Customers and Improves SupportBOZEMAN, MT (November 6, 2000) - RightNow Technologies, a leading provider of Internet customer service solutions, announced that Schwinn/GT Bicycles has implemented RightNow Web as its online support system. RightNow Web enables Schwinn/GT to enhance the online customer experience and improve support team efficiency."RightNow Web is a great tool in our efforts to be a top customer service company," said Amy Spielvogel, Schwinn/GT's e-commerce store manager. "RightNow Web almost immediately dropped our email volume by 70% and allows us to stay ahead of the inquiries when we introduce a new product." Schwinn/GT is using RightNow Web to manage and track email and search traffic on its Web site. RightNow Web's powerful reporting features are also providing Schwinn/GT with customer insights and information it never had before. "Schwinn/GT's success with RightNow Web is consistent with our belief that customers prefer to find answers on their own," said Chuck Dourlet, vice president of marketing for RightNow Technologies. "We believe empowering customers increases their satisfaction and loyalty." RightNow Web Reduces Amount of Incoming Customer Support Inquiries RightNow Web helps support professionals proactively reduce the amount of incoming telephone calls and support e-mails by helping customers 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 works by presenting users with a dynamic selection of frequently asked questions (FAQs). As visitors interact with the system, they rate the effectiveness of published FAQs, helping to prioritize solutions for future customer questions. For questions that are 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 knowledge base, thereby 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 Adaptec, Ben & Jerry's Homemade Ice Cream, eTour.com, Motorola, Nortel, Polaroid, Sanyo, 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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