RightNow Locator Leads Customers Offline

Kevin Newcomb

Updated · Mar 08, 2004

Bozeman, Mont.-based on-demand CRM provider RightNow Technologies on Monday unveiled RightNow Locator 3.3, the latest version of its hosted online store-finder solution.

“A significant number of potential buyers who do their preliminary research on the web wind up making their actual purchase at a bricks-and-mortar location,” said Sean Forbes, vice president of Marketing and Business Development at RightNow. “RightNow Locator ensures those conversions happen as quickly and consistently as possible.”

RightNow Locator 3.3 can be used to direct web site visitors to retail locations, service centers, local dealers and regional offices, based on a wide range of attributes — from geographic proximity to the customer and hours of operation to product availability and services offered on-site. Locator also lets companies “weight” search selections to give preference to particular stores or dealers.

It enables companies to increase revenue by directing online shoppers to select bricks-and-mortar sales and service locations, and also reduces call center costs by answering common questions about store locations automatically, Forbes said.

Locator 3.3's PDA support enables companies to provide store information, maps and driving directions to both desktop PCs and mobile devices. Locator also features both PSTN and VoIP-based “Click-to-Talk” functionality, which lets online customers automatically launch conversations with local in-store staff through PCs.

Locator also integrates with RightNow's flagship RightNow Service to provide a complete solution for streamlining customer service across phone, mail, web and chat channels.

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