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MORE THAN 40 EDUCATIONAL INSTITUTIONS TURN TO RIGHTNOW WEB FOR ONLINE CUSTOMER SERVICEThirteen Institutions Select RightNow Web Within Last Six MonthsBOZEMAN, MT (December 11, 2000) - RightNow Technologies ( http://www.rightnow.com ), a leading provider of Internet customer service solutions, today announced that its RightNow Web customer service suite has been selected by more than 40 educational institutions. Thirteen educational institutions selected RightNow Web in the last six months.RightNow Web, which combines self-service, email management, live chat and feedback tools, allows educational institutions to provide fast, accurate and efficient service. Several of the nation's most prestigious universities are RightNow customers, including John Hopkins University, Purdue University, UCLA, UC Santa Cruz and the University of Washington. "Educational organizations are challenged to communicate with thousands of students, parents, faculty and vendors each year," said Greg Gianforte, founder and CEO of RightNow Technologies. "RightNow Web helps institutions streamline their interactions by providing easy access to the most sought-after information for departments such as financial aid and admissions. The software can also serve as a primary communications link between a university's satellite campuses." UCLA recently deployed RightNow Web in its accounts payable division. The system allows vendors and employees to answer their own questions online, so they no longer have to call support staff. Although the department still receives phone inquiries, staff members spend less time answering repetitive questions and more time servicing complicated inquiries that demand special attention. Monir Ahmed, accounts payable manager, estimates that RightNow Web has reduced inbound call volume by 50 calls a day, while simultaneously improving the quality and responsiveness of his department's support. "We were initially looking for an internal workflow process for the business management department, but we were so impressed with RightNow Web that we selected it as our customer service solution for the entire organization," said Marc Pebley, LAN manager of UCLA's corporate financial services division. "After investigating several different options, we found that RightNow Technologies was the only company that truly understood customer service. They know that no matter the specialization of an organization, customer service information needs to be clear, concise and easily accessible." Other universities that have implemented RightNow Web include University of South Florida, University of Michigan, Rice University and Azusa Pacific University. The system is also popular with community colleges and local school districts. RightNow Web Reduces Amount of Incoming Customer Support Inquiries RightNow Web helps support professionals proactively reduce the amount of incoming telephone calls and support emails by empowering customers to find the information they seek. RightNow Web operates under the principle that most customer questions are similar in nature and can be predicted with great accuracy. The system works by presenting users with a dynamic selection of question/answer pairs. Visitor interactions are captured and used by RightNow Web's dynamic knowledge management technology, which prioritizes information for future customers with similar 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 knowledge base, thereby keeping the most current and relevant information available to customers. About RightNow Technologies Founded in 1997, RightNow Technologies automates customer service and technical support operations for Internet-connected organizations. RightNow Technologies' customers include Air Canada (Nasdaq: ACNAF), Dana Corporation (NYSE: DCN), eTour.com, Motorola (NYSE: MOT), Nortel (NYSE: NT), Pitney Bowes (NYSE: PBI), Polaroid (NYSE: PRD), Sanyo (Nasdaq: SANYY), Social Security Administration, Sprint (NYSE: FON and NYSE: PCS), Union Bank and Trust (Nasdaq: UBSC), Xerox (NYSE: XRX) and more than 900 other organizations. RightNow Technologies' world headquarters are located at 77 Discovery Drive, Bozeman, MT 59718. RightNow can be reached by phone at 877-363-5678, by fax at 406-522-4227 or on the Web at http://www.rightnow.com Additional RightNow offices are located in Dallas, London and Munich. Editorial Contact: Maile Spinola Dovetail Public Relations 408.358.9433 maile@dovetailpr.com top of page |
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