Contact Center Solutions Featured Article

Helio, a mobile service provider in United States, announced today that it’s selected “RightNow Telecom,” RightNow Technologies’ on-demand customer relationship management (CRM) product for telecommunications companies.

Helio is “supporting its customer base by using RightNow on-demand CRM,” company officials say, from “relying on RightNow to gather and act on customers’ opinions to giving Helio contact center agents a way to provide information to customers.”

Following a service interaction, Helio uses RightNow to send customers a survey, so that they can rate their overall experience, including hold time and the agent’s professionalism and knowledge.

The product lets Helio modify survey questions, and “this flexibility has helped Helio increase survey response rates by 900 percent,” Helio officials say.

The RightNow knowledge base provides Helio agents with one, central repository of information regarding product updates and previous customer inquiries, and helps train new employees by providing responses that they can access, company officials say.

CRM vendor RightNow Technologies, of Bozeman, Montana, has introduced “RightNow May ‘08,” the latest version of its enterprise-class, on demand customer relationship management (CRM) product.

With new online chat capabilities, RightNow is offering what company officials characterize as “complete enterprise feedback management capabilities that cover customer contact points including phone, e-mail and Web, across service, marketing and sales operations.”

“RightNow May ‘08” also has multi-channel capabilities to capture the voice of the customer, according to the company.

Customer feedback comes from satisfaction surveys conducted over the phone, via e-mail, on the Web and now with online chat. The product then gathers and unifies customer opinions and feedback. It can trigger a survey after an online chat interaction with a service agent, and feedback can be gathered from anonymous online consumers, such as someone who recently abandoned a shopping cart, according to the company.

The product compiles results for trend analysis, and individual responses are included within customer profiles to enable future, more personalized service.