RightNow Technologies receives Best Score in Forrester’s Market Overview for Customer Service

This month Forrester published Kate Leggett’s “Market Overview: Customer Service Specialty Solutions“, which looks at 24 solutions for delivering differentiated customer experiences across five categories. Of the 24 vendors evaluated RightNow received the best overall scores!

WHY DID FORRESTER PUBLISH THIS REPORT?

Customer expectations are getting higher. Customers are increasingly online, want self-service options, and demand responses in real time, often through their mobile devices. In addition, social media, such as Twitter and Facebook, has grown to be an important new channel for interacting with customers and engaging in innovative ways. To meet these challenges, organizations of all sizes continue their search for solutions to address their most pressing customer interaction management problems. Purchasers of software solutions aren’t sure what they need; however, they continue to tell Forrester they want to strengthen five key capabilities:

1. cross-channel customer service delivery;
2. knowledge management for customer service;
3. business process management for customer service;
4. customer communities;
5. customer feedback management.

HOW DOES FORRESTER INFLUENCE BUYERS?

To help their clients navigate the complex solution landscape to fill their customer interaction management capabilities gaps, Forrester investigated 24 specialty customer service solution providers. Analysts at Forrester suggest customers “dig deep to pinpoint their real customer service issues, measure the cost of the problems, evaluate solutions against balanced set of criteria, and demand reference customers to validate vendor claims.”

WHAT DID KATE LEGGETT SAY ABOUT RIGHTNOW?

Kate Leggett is our lead analyst at Forrester. She was extremely positive on RightNow and told us RightNow has the best solution for multichannel management.

RightNow received “Very Strong” scores in two categories: Standardized cross channel customer service deliver; and Customer communities.

RightNow received “Strong” scores in all the other categories: Knowledge management; Business process management capabilities; Enterprise feedback tradition; Enterprise feedback social; and mobile capabilities.

The following quotes are excerpted from her report and can be added to your external client correspondence:

• “RightNow CX provides a flexible on-demand customer service solution with a particular strength in helping its customers deliver exceptional experiences across the Web, social media, and contact centers.”
• “RightNow CX offers robust contact management over voice, email, chat, co-browsing, Web, and voice self-service.”
• “Knowledge underpins all channels and includes expert knowledge and peer-generated collaborative answers.”
• “Feedback is integrated with all customer interactions over all communication channels, social and traditional, and RightNow provides tools to analyze received feedback.”
• “RightNow’s “social CRM” capabilities are strong, and attributed to the HiveLive acquisition that’s integrated into the product suite. They include forums, a Facebook application, and the ability to monitor and act on social conversations from sources such as Twitter, YouTube, Facebook, and RSS feeds.”
• “RightNow’s mobile applications are robust and include support for mobile Web chat, email, and knowledge.”
• “Once best-suited primarily for SMB organizations, RightNow’s cloud deployments, ease of customization, and flexible pricing models make it an attractive choice for the enterprise-class B2C organizations needing rapid time-to-deployment.”

WHY WILL MY CUSTOMERS/PROSPECTS CARE ABOUT THIS REPORT?

We know prospects and customers will talk with Kate. We can assume Forrester clients who read this report will contact Kate to discuss her findings in more details and to help identify solutions to fill their customer interaction management capabilities gaps. This report, along with follow up conversations that clients will have with Kate, will lead to shortlist recommendations for RightNow as RightNow has the best scores across the categories and vendors evaluated in this report.

Figure 1: Specialty Solutions For Customer Service

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