|
Press Release |
|||
|
British Airways Aims to Improve Customer Service with RightNowBozeman, MT (November 19, 2001) – RightNow Technologies, a leading provider of Internet customer service solutions, has announced that British Airways is implementing RightNow Web eService Center on its UK and US Web sites. In doing so, the airline aims to improve customer service by allowing the customer to obtain the information they require directly from BA.com.RightNow Web eService Center is an Internet customer service solution that automates email responses and uses a proprietary self-learning knowledge base technology to accurately predict and anticipate customer support questions. The “Ask BA” functionality provides answers to a wide range of questions customers ask BA. The RightNow software can adapt and learn from customer feedback so that it can quickly respond to new areas of inquiry. Currently, BA receives around 24 million telephone calls globally from its customers each year. In a 60-day trial of the software on BA’s North American Executive Club and 15 UK trade sites, usage rose by 150%. The events of September 11 lead to BA opening up the service to all of the trade customers, providing round-the-clock, updated information in a cost-effective way to manage questions. Rob Elding, BA commercial manager says: “With the statistics we have on the service so far, I am confident that we can reach our customer service targets. 94% of customers surveyed said they liked the service and wanted us to continue with it.” He reports that one of the reasons BA chose this solution was that it could be hosted by RightNow. This meant it could be up and running “in days rather than weeks”. Also, the trial more than covered costs and BA is expecting return on investment during this financial year. About RightNow Technologies RightNow Technologies is a leading global provider of proven eService solutions that deliver rapid time-to-benefit and quick ROI. RightNow was named the second fastest- growing independent software company in the U.S. by Softletter, an industry newsletter. RightNow’s comprehensive solutions include Web-based self-service, email response management, live chat and collaboration, and service analytics. These solutions feature an integrated product architecture, highly intuitive 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, British Airways, Fujitsu, Motorola, Nortel, Pitney Bowes, Sanyo, Social Security Administration, Sprint, and nearly 1,200 other organizations in a wide range of vertical markets. Founded in 1995, RightNow has offices in Bozeman, Dallas, London, Sydney, and Tokyo. RightNow’s products are available in 15 languages worldwide. To learn more, visit www.rightnow.com or call 877-363-5678 or 406-522-4200. Editorial Contact: Monica L. Remely RightNow Technologies 406/522-4264 mremely@rightnow.com top of page |
|||