RightNow Technologies yesterday released RightNow CX for Twitter, harnessing the power of Twitter to deliver better customer experiences.
Now instead of simply broadcasting content to followers, Twitter users can instantly access customer support from their favorite brands directly via the social network.
"As more consumers use Twitter to voice their opinions, businesses have an opportunity to use this burgeoning channel as a way to deliver great experiences to customers. Rather than searching the Web to find support, CX for Twitter allows consumers to tweet a question or issue and receive immediate resolution," said Jason Mittelstaedt, chief marketing officer at RightNow.
With RightNow CX for Twitter, individuals can simply tweet a question or request to a specific brand using a hash tag based on the RightNow service syntax – #help_brandname. CX for Twitter connects to the RightNow knowledge base and automatically returns an answer. The entire customer and brand engagement happens automatically within Twitter.
Any organization using RightNow CX can enable the CX for Twitter service. RightNow CX for Twitter takes cloud monitoring capabilities a step further by enabling an automatic, contextually correct response from the brand to the consumer. The necessary toolkit to enable RightNow CX for Twitter – with business objectives, examples, design guidelines, and more – will be available in the RightNow Community in Q4 2011.