Web customer service systems providor RightNow Technologies, has signed a strategic partnership agreement with HotSamba, a business-to-business electronic commerce solutions provider for the durable goods supply chain.
HotSamba will incorporate RightNow' web into Rapid Commerce, to build a comprehensive service system that combines customer self-help, e-mail management and live customer interaction features.
"Web-based customer support functionality is essential for any business-to-business electronic commerce web site," said Robert Onesto, CEO of HotSamba. "We chose to work with RightNow Technologies because they are a leader in the category, and their award-winning technology helps us get our clients up and running in a matter of days."
RightNow Web helps reduce the amount of incoming telephone calls and support e-mails by helping customers help themselves. It operates on the principle that most customer questions are repetitive and can be predicted with great accuracy. The system presents users with a selection of frequently asked questions (FAQs). As visitors interact with the system, they rate the effectiveness of published FAQs, helping to prioritize solutions for future customer questions.
For questions that are not addressed by the knowledge base, RightNow Web allows customers to submit new questions. Support personnel can respond to questions, then update the FAQ knowledge base, thereby making the information accessible to future visitors.