RightNow
announced the launch of a new service, RightNow CX for Twitter, using the power
of Twitter to deliver better customer experiences.

Twitter’s real-time information and conversation streams have seen tremendous adoption;
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,” Jason
Mittelstaedt, chief marketing officer, RightNow.

With
RightNow CX for Twitter, individuals can 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, the customer experience suite, can easily
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.

RightNow
developed the Powering Great Experiences App (PGXApp) for its own global
summits to ensure clients have good, meaningful experiences while attending the
events. The PGXApp has RightNow CX embedded within the app; it includes the
ability to call or chat online with a live agent, search the knowledgebase for
answers or Tweet a question to RightNow.