RightNow Delivers New CRM Tool

Bozeman, Montana-based RightNow Technologies has announced the availability of RightNow Retail, which combines its next-generation customer relationship management (CRM) solution with its experience working with numerous retailers including Cabela’s, Drugstore.com, Hallmark.com, Sharper Image, Snapfish, The Right Start and Ulta.

The new offering is based on RightNow 8, the company’s on-demand solution for service, sales and marketing. It is available under RightNow’s software-as-a-service delivery model, which allows organizations to implement quickly, without having to make extensive investments in infrastructure.

Discounts and deals may help drive shoppers online or into stores, but service is the only way to keep them coming back,” said Greg Gianforte, CEO of RightNow. “The single most effective way to differentiate from the competition is through great customer experiences.

To drive conversion rates, RightNow Retail aims to help retailers deliver tailored messages to the right shoppers at the right time.

According to the recent Online Retail Report conducted by Harris Interactive, 68% of consumers said they were compelled to browse a website after receiving an email from a retailer.

RightNow Retail is designed to provide thorough and accurate insight into every customer and every interaction so that tailored communications can drive sales and turn one-time customers into loyal repeat customers.

RightNow Retail is also designed to enable retailers to improve customer loyalty by exceeding shopper’s expectations through accurate and easy-to-access information.

The Online Retail Report also reflects that 42% of consumers said they want to be able to find the answers they need online by themselves.

A goal of RightNow Retail is to enable retailers to make it easier for shoppers to register products that they own, locate specific product information and move easily through the purchase process by presenting relevant, context-sensitive information and cross-sell offers during each step.

Article Source: Call Center Magazine

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