Multi-Channel Service Links Customer Service and Marketing Data

RightNow Technologies has released a multi-channel service that links customer service data and marketing data to improve customer communications.

The suite of services is called RightNow Service, and the e-mail module is called RightNow Outbound. The service consolidates customer histories into a centralized application that agents can refer to for responses to customer inquiries by phone, e-mail or direct mail. The e-mail module enables marketers to deliver e-mail campaigns based on the information gathered in customer service.

“Because most interactions with customers occur post-sale rather than pre-sale, both customer service managers and marketers are missing a golden opportunity to mine rich service data to proactively address customer issues and send the most relevant marketing messages,” said Sheryl Kingstone, program manager at the Yankee Group, in a statement.

RightNow Service, companies can consolidate all of their customer service and marketing communication histories into a centralized, agent-centric application to produce timely and accurate responses to inquiries via any “touch point.”