RightNow Technologies, a Bozeman, Mont.-based ASP that specializes in hosted customer service and
support, will announce tomorrow that wireless services
provider Vindigo has implemented RightNow
eService Center to support its subscribers.
The goal of the move by New York-based Vindigo, the company reports, is to eliminate the use of a conventional telephone call center.
RightNow’s eService Center knowledge base technology is designed to ensure that the service-and-support content a company posts on its Web site answers all the questions that its customers ask. RightNow reports that only two percent of Vindigo’s Web site visitors requests are now escalated to a customer support staff member.
“RightNow enables us to be extremely efficient at answering
customers’ questions via the Web,” Joe Cohen, Vindigo’s
product development manager, said.
Among the RightNow features Cohen said Vindigo found
compelling were eService Center’s automated knowledge base
and search functions.
Cohen said that Vindigo has benefit from RightNow’s best practices approach. “RightNow has a lot of knowledge about
how other organizations have succeeded at delivering service
via the Web and managing inbound e-mail,” he
“Vindigo provides a dramatic example of just how effective
customer service over the Web can be,” Sean Forbes, vice
president of marketing and business development at RightNow,
RightNow is listed by ASPnews as a Top 20 Service Provider.
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