Come find us — booth #3! Updates from @OpenMethods and #RNowUC hashtag.
We’re very proud to be a RightNow Technologies partner. Our RightNow Adapter continues to attract lots of interest from RightNow customers and companies hoping to improve their customer experience in the contact centers.
Speaking of which, today RightNow announces its CX (Customer Experience) Suite, a “total customer experience solution”:
RightNow CX is a total customer experience solution for consumer-centric organizations serious about enabling superior interactions across web, social and contact center touch points. RightNow’s on demand CX solutions give companies the ability to coordinate disparate resources across the organization to develop, rapidly execute and manage a comprehensive customer experience strategy.
Today, consumers are empowered like no other time in history. Although they’ve always had high expectations – to be heard, supported, valued – never before have consumers had such an arsenal of tools at their disposal to ensure those expectations turn into reality. RightNow’s on demand CX solutions deliver comprehensive customer experiences that build loyalty, drive revenue, and increase efficiency.
This looks to be a very exciting and innovative product to redefine CRM in today’s multichannel, experience focused world. Clearly RightNow understands the impact of multichannel interactions, evident in its recent acquisition of HiveLive, its encouragement of staff to use social media, and inviting David Carroll of “United Breaks Guitars” fame to speak at the Summit.
While some may argue that RightNow is simply riding the wave of social media buzz, there is little doubt that businesses can indeed utilize social media to engage customers at a different level than the traditional channels. Comcast has a team of contact center agents on Twitter and Pizza Hut hired a young full-time social media director — both companies now share plenty of positive customer experience stories. RightNow understands that the customer is king in CRM, and therefore its products need to reflect on whichever means the customer choose to interact with an agent of the company.
Eugene
