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RightNow Web comes to CFXHosting
February 12, 2001
CFXHosting has subscribed to the award-winning RightNow Web to better deliver quality customer service. This upgrade was necessary to accommodate the rapid growth that the company has been experiencing, adding approximately 1,000 new accounts per month.
RightNow Web's extensive resources give customers the tools they need to find solutions to their problems online. One resource available is a live chat connection to service technicians, giving customers the ability to interact online with these professionals.
RightNow Web also hosts a self-service dynamic knowledge base so that customers may easily find answers to their questions. Customers simply enter their question and RightNow Web generates a list of responses that may be helpful. Each response is automatically ranked for relevance, allowing customers to read only those replies that will most likely benefit him/her. The knowledge base continually grows based on the customers' inquiries.
It is estimated that by using RightNow Web, Express Technologies has decreased its call volume by as much as 30%.
"RightNow Web benefits our customers tremendously in that they now have an abundance of information available to them online," said David Adkins, Technical Support Manager for Express Technologies, Inc. "Our web hosting specialists have also had a substantial drop in call volume, especially from the more frequently asked questions. Now, they can direct their attention to situations that need one-on-one technical support, delivering better service to our customers."
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