• December 1, 2011

RightNow Extends Customer Experience Suite with Intent Guide for Facebook and Mobile

RightNow's latest release of its RightNow CX customer experience suite includes Intent Guide for Facebook and Mobile.

RightNow CX for Facebook and RightNow Mobile are the company's latest advances. RightNow CX for Facebook gives consumers multiple options for interacting with an organization, including self-service, crowd-service, and agent-assisted service, directly from a customer service tab on a brand's Facebook page. RightNow Mobile gives consumers a feature-rich, exceptional experience across any mobile device, including smartphones, tablets, game consoles, and GPS systems.

RightNow Intent Guide for Facebook and RightNow Mobile captures consumer intent to ensure great experiences on the social network or via mobile devices. It identifies the intent behind a consumers' query to eliminate irrelevant search results and get straight to the answers they are seeking. It uses natural language search, combined with industry-specific linguistic dictionaries and advanced algorithms, to ensure the consumer's questions are matched to the most relevant content to deliver the right information immediately.

"As more consumers interact with brands on Facebook and mobile devices, companies need a way to ensure they are delivering great customer experiences to these burgeoning channels," said David Vap, chief solutions officer at RightNow. "With RightNow Intent Guide for Facebook and Mobile, RightNow extends today's best-in-class online natural language search capabilities to enable organizations to better understand what customers want and make sure they get the most relevant information possible via Facebook or on their mobile device."

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