RightNow Blends CRM, SaaS and Social Media
Plenty of MSPs are mulling CRM strategies. You know the major names — Salesforce.com, Microsoft Dynamics, Siebel Systems, SugarCRM, and plenty more. But this week RightNow has caught our attention with its CX software-as-a-service customer service platform, which blends CRM with SaaS and social media. Here’s the scoop.
As part of what RightNow calls the “Social Experience,” CX enables the creation of discussion forums for users to both help each other and discuss your product, theoretically reducing spending on both marketing and customer support. For companies that want to know what their customers think of their service, “innovation communities” are meant to foster communication between end user and service provider. They even have functionality to monitor Twitter and other social media sites to see what people are saying about you.
Other features of RightNow CX include co-browsing, where a customer support agent and the end user can be looking at the same screen simultaneously; a site designer to customize your support portal’s look and feel; a knowledge base to connect users with the help they need without having to pick up the phone; and an e-mail newsletter designer.
RightNow (NASDAQ: RNOW) is a member of MSPmentor’s SaaS 20 Stock Index, which tracks the overall health and potential growth of the software as a service industry. In its most recent quarter, revenue was $38.7 million, up from $36.2 million in the same quarter last year. On a promising note, Q3 net income was $2.0 million, compared to a net oss of $(1.4) million in Q3 2008.