RightNow
136 Enterprise Blvd., P.O. Box 9300
Bozeman, MT 59718
Phone: (406) 522-4200
www.rightnow.com/
Insights
RightNow is gives companies such as Air Canada, T-Mobile, Alaska Air, Bausch & Lomb, Amtrak, DaimlerChrysler, British Airways, FlexCar, Qantas Airways and IBM a means to transform their web sites into communication vehicles with their customers. Their Self Learning Knowledge Base allows customers to seek information that is relevant to their needs, without requiring a phone call to a customer service representative (CSR).
It also invites site visitors to submit Feedback through surveys and other mechanisms.
It practices what it preaches with communities for customers and developers.
Unfortunately, the site lacks a list of product features (which is unusual for a technology company). It also misses the opportunity to describe its value proposition. RightNow has the tools to learn from its own market and has not fully leveraged what it possible through its own site.
Benchmark
| Company name | Rating | i | ii | iii |
|---|---|---|---|---|
 |
||||
| RightNow |     |
15 | 10 | 10 |
| Average |    |
15 | 10 | 10 |
Last updated: Monday, September 24, 2007