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RightNow Expands, Launches Mobile Service

By Kelly McGuire
TMCnet Editor

RightNow, an on-demand helpdesk service provider, announced a new arm to its service offerings: RightNow Mobile.

Helping organizations engage and support consumers through any mobile device, the new mobile initiative - which is available immediately to the general public - is part of the RightNow CX May 2010, customer experience suite.

For David Vap, chief solutions officer at RightNow, the challenge for organizations is to tie existing customer experience strategies with mobile devices. 

"RightNow Mobile provides everything organizations need to make mobile devices a seamless part of their strategy to meet the needs of today's connected consumer and provide consistent experiences no matter the device," Vap said, adding that the feature is interoperable with smartphones, tablets, game consoles and GPS systems, allowing customers to integrate customer experience strategies to mobile devices.

As the handheld device - and smartphone - trend continues to rise, the use of mobiles is quickly becoming the fastest means, and most preferable, means of communication for consumers and even for organizations in reaching customers, conducting business and maximizing Internet and e-mail features.

"In North America, the number of consumer landlines is decreasing at a rate of 9 percent per year and it's only a matter of time before we reach the tipping point where the bulk of communication between enterprise and consumers will occur through mobile devices," said Daniel Hony, lead analyst of customer interaction at Ovym. "Enterprises should be in planning and execution stages now to implement mobile customer care applications that are aligned with their overarching multi-channel customer experience strategy."

With a plethora of features, users can interact through this wave of next generation of devices, with capabilities including:

RightNow Mobile Web Self-Service enables consumers to search for help, view answers, rate answers, see related questions, and submit an email inquiry from their mobile devices to quickly serve themselves anytime and anywhere.

RightNow Mobile Web Chat provides a chat interface specifically designed for mobile devices, supporting consumers' increasingly on-the-go lifestyle where a chat session is often preferred to live assistance.

RightNow Mobile Guided Assistance lets consumers engage in a conversational question and answer dialog for complex troubleshooting scenarios to get faster and more accurate self-service. Guided Assistance helps consumers find the right answers with a mobile guide that uses question branches to guide them to the appropriate answer or resolution.