[May 13, 2002]

RightNow's Web Mapping Solution Eliminates Location-Related Support Calls

RightNow Technologies announced RightNow Locator 2.0, a solution for providing customers with information about sales and service locations over the Web. RightNow Locator 2.0 has been enhanced with improved location-selection features as well as broader language and geographical support. And, it now offers the flexibility of voice over PC functionality, Talk RightNow, and integrates with RightNow Live, a chat module, that immediately connect Web visitors to customer support staff at their selected bricks-and-mortar locations and/or central call centers.

By making store-location information readily available to customers over the Web, RightNow Locator 2.0 helps significantly increase the percentage of online browsers who become real-world buyers. This is critical for bricks-and- mortar retailers, since the overwhelming majority of consumers who use the Web to gather information ultimately make their purchases at physical locations. RightNow Locator can thus drive substantially higher revenues for companies with local stores, distribution outlets, service centers, and other facilities.

RightNow Locator also reduces customer support costs by eliminating the sizeable percentage of location-related phone inquiries requesting nearby dealer locations, driving directions, and contact information.

RightNow Locator 2.0 features RightNow's proprietary Smart Attribute Technology (SAT), which gives marketers and site managers the ability to flexibly define location search criteria - such as geographic proximity, hours of operations, and/or availability of specified products and services. This ensures that customers are directed to the local facility that best meets their immediate individual requirements.

RightNow's MultiView Technology allows companies to fully leverage their Locator database by enabling customers to launch in-context location searches based on relevant criteria from various content areas of the Web site - i.e. product- or service-specific pages, service and return policies, etc. This allows location information to be leveraged across the entire enterprise.

RightNow Locator 2.0 also offers the innovative new Talk RightNow voice over PC as an add-on module. This feature enables customers to quickly connect with in-store and/or call center staff via an Internet voice call or by requesting a phone call back. This provides a further degree of speed and convenience for the customer, while providing the company with commerce and service transaction continuity. Customers can also communicate with service-and-support staff via live online chat by integrating RightNow Live into the solution.

RightNow Locator 2.0 also now features mapping for Canada and the United Kingdom, in addition to the U.S., and supports English, Spanish, and French.

RightNow Locator is a key component of RightNow Technologies' industry-leading portfolio of eService solutions. These solutions enable companies to use the Web in conjunction with other customer service channels to ensure customer delight and optimize per-customer revenues while slashing operational costs.

"Most companies have yet to take full advantage of optimally coordinating their online customer contact with offline selling and service opportunities," said Sean Forbes, RightNow's vice president of marketing and business development. "RightNow Locator is a perfect example of how to align a Web-based customer service solution with bricks and mortar selling opportunities while keeping service costs as low as possible."

RightNow Technologies offers RightNow Locator as a hosted service, enabling companies to rapidly add sophisticated location-related information solutions to their Web sites without putting additional burdens on their in-house site content and management teams.

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