RealTime IT News

RightNow Enhances Customer-Service Suite

RightNow Technologies, a provider of Internet customer service solutions, Thursday unveiled an upgrade to its product line.

The RightNow Web 3.2 suite incorporates patent-pending technology designed to make relevant customer support information more accessible to Web site visitors, improve backend management capabilities and tighten integration with help desk and sales force automation systems.

The integrated Web suite offers self-help, e-mail management, live chat, issue tracking and service contracts management.

"Customers will quickly leave a Web site if the information they seek is not easy to find," said Ana Volpi, a senior analyst at IDC, an industry research firm. "The enhancements to this product are positioned to address this challenge by making relevant support information more accessible to visitors. The product Web support for context sensitive help, for example, will allow customer support organizations to stay one step ahead of the curve."

New features of the product include SmartAssistant?, which presents Web site visitors with recommended answers, and knowledge aging, which applies the concept of "half lives" to solution documents, so that responses that become less relevant over time will automatically drop in accessibility.

Expanded self-service functions include natural language searches, which allow visitors to ask questions in normal language, such as "What is the best way to transport your product?"

The company simultaneously launched RightNow Premier, a customer- service solution that combines RightNow Web 3.2 with comprehensive system hosting and professional services.

Premier benefits include onsite training, Web customer service strategy development, knowledge base architecture design, implementation and dedicated support.

A complete implementation of RightNow Web costs between $34,995 to $64,995 for a two-year license, and includes unlimited product updates and support. RightNow Premier is priced at $119,000 for a two-year license.