RightNow tool aims to improve customer service

RightNow CX offers social networking monitoring and reporting features

Customer experience managment vendor RightNow Technologies has released RightNow CX, a new web-based tool designed to help firms improve their customers' online experiences, while driving sales and improving margins.

RightNow CX is a cloud product that bundles a number of customer-facing tools and applications to improve the user experience, along with social networking monitoring and reporting features.

The system will automatically generate reports if comments are made about a firm on Facebook or Twitter, thus removing the need for human intervention.

"The unfortunate truth about software-as-a-service [SaaS] today is that it has too much software and too little service," said Gianforte.

"RightNow is committed to leading the industry by putting the 'service' into SaaS. Our CX commitment raises the bar for cloud computing providers everywhere. "

The release makes use of technology acquired through RightNow's purchase of HiveLive in September.

To emphasise the importance of good customer service, RightNow also released new research claiming that customers will quickly turn their backs on firms that let them down.

The vendor said that 86 per cent of consumers have stopped doing business with an organisation owing to poor service, while 82 per cent will always tell friends and others about a bad shopping experience.