RightNow Technologies and Lithium Technologies work together to enhance customer experiences
Announcement posted by RightNow 21 Sep 2006
RightNow and Lithium connect online forums with call centers and web self service sites
Lithium Technologies and RightNow Technologies today announced they are working together to enhance customer experiences by connecting Lithium-powered forums with the RightNow Service solution to provide seamless and superior customer experiences. By bridging the gap between customer exchanges happening within online forums and interactions that occur through more traditional channels, such as a call center or Web self-service site, Lithium and RightNow are able to help organisations around the world deliver exceptional customer experiences. These experiences can be the single most powerful way for companies to set themselves apart from competitors.
By working together, RightNow and Lithium are able to connect Web self-service sites and forums, creating a unified customer care environment that features a single sign-on, enhanced search and advanced customer activity tracking capabilities. Through this integration, customer search queries will produce results from both the RightNow knowledge base and Lithium online forums making it easier for customers to find the information they need.
Nader Alizadeh, vice president of business operations for Lithium, said, Lithium and RightNow share the same goal; creating positive customer experiences. While we approach the goal from different angles, by working together, we can provide a simpler, more productive user experience. Now it is more convenient for customers to find the answers they need and provide agents with a more complete understanding of an individual customers interaction with that company.
Customer support agents also benefit through an integrated agent console that provides a more complete view of a customers interactions with the company. From the console, agents have access to all of a customers forum activity, including login history, posting history, forum ranking and online status, forum metrics (views, minutes online, etc.), last browser used, and if a user has been banned from a forum. This insight helps agents provide personalised service, address issues quickly and exceed customer expectations.
The seamless integration of Lithium forums with RightNow Service also helps ensure that all customer questions are answered promptly. If a customer does not get the answers they need from fellow users within a forum, their question is automatically escalated as a new incident in the RightNow Support Console. Any incidents that require attention are routed to the appropriate queues and agents to ensure that customers receive an accurate and timely response.
Scott Creighton, vice president of business development for RightNow, said, To succeed in an increasingly competitive global economy, companies must better manage the quality of their customers experiences. By connecting Lithium forums to RightNow Service, we are giving our clients an opportunity to provide seamless and exceptional customer experiences. This will in turn help them outperform competitors who havent realised that customers are no longer willing to tolerate poor experiences. As a matter of fact, we have integrated Lithium forums into the RightNow customer environment to ensure that we give our clients the experiences they expect and deserve.
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organisations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. More than 1,700 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, visit www.rightnow.com.
About Lithium Technologies
Lithium Technologies provides market-leading solutions for building successful online communities. Lithium's on-demand technology, backed by community management expert services, enable clients to increase brand loyalty, sales, and customer satisfaction while decreasing customer care costs. Lithiums solutions have been implemented by many of the worlds largest organisations around the world. Vertical markets served include telecommunications, media, entertainment, technology and e-tail. Founded in 2001, Lithium is privately held with headquarters in Emeryville, California.
By working together, RightNow and Lithium are able to connect Web self-service sites and forums, creating a unified customer care environment that features a single sign-on, enhanced search and advanced customer activity tracking capabilities. Through this integration, customer search queries will produce results from both the RightNow knowledge base and Lithium online forums making it easier for customers to find the information they need.
Nader Alizadeh, vice president of business operations for Lithium, said, Lithium and RightNow share the same goal; creating positive customer experiences. While we approach the goal from different angles, by working together, we can provide a simpler, more productive user experience. Now it is more convenient for customers to find the answers they need and provide agents with a more complete understanding of an individual customers interaction with that company.
Customer support agents also benefit through an integrated agent console that provides a more complete view of a customers interactions with the company. From the console, agents have access to all of a customers forum activity, including login history, posting history, forum ranking and online status, forum metrics (views, minutes online, etc.), last browser used, and if a user has been banned from a forum. This insight helps agents provide personalised service, address issues quickly and exceed customer expectations.
The seamless integration of Lithium forums with RightNow Service also helps ensure that all customer questions are answered promptly. If a customer does not get the answers they need from fellow users within a forum, their question is automatically escalated as a new incident in the RightNow Support Console. Any incidents that require attention are routed to the appropriate queues and agents to ensure that customers receive an accurate and timely response.
Scott Creighton, vice president of business development for RightNow, said, To succeed in an increasingly competitive global economy, companies must better manage the quality of their customers experiences. By connecting Lithium forums to RightNow Service, we are giving our clients an opportunity to provide seamless and exceptional customer experiences. This will in turn help them outperform competitors who havent realised that customers are no longer willing to tolerate poor experiences. As a matter of fact, we have integrated Lithium forums into the RightNow customer environment to ensure that we give our clients the experiences they expect and deserve.
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organisations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. More than 1,700 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, visit www.rightnow.com.
About Lithium Technologies
Lithium Technologies provides market-leading solutions for building successful online communities. Lithium's on-demand technology, backed by community management expert services, enable clients to increase brand loyalty, sales, and customer satisfaction while decreasing customer care costs. Lithiums solutions have been implemented by many of the worlds largest organisations around the world. Vertical markets served include telecommunications, media, entertainment, technology and e-tail. Founded in 2001, Lithium is privately held with headquarters in Emeryville, California.