Zendesk has a new feature for customers to send private Facebook messages that automatically go to agents as Zendesk customer service tickets.
Customers get the same experience that comes with sending messages on Facebook. As with any private message, only the recipient and the sender see the information passed between the two. → Read More
RightNow Technologies this morning announced that, at its special stockholders meeting, nearly everyone voted in favor of the previously proposed merger with Oracle, who agreed to buy the cloud-based customer service company for $1.5 billion (or $43 per share) in cash at the end of October 2011. → Read More
Oracle this morning announced that it has acquired RightNow – both companies are listed on NASDAQ – for $43 per share or roughly $1.5 billion net of RightNow’s cash and debt. With the acquisition, Oracle is adding a robust cloud-based customer service offering (see graph below) to its own Public Cloud solution – more info on that here. RightNow’s share price closed at $35.96 last week, so the deal… → Read More
Customer service experience company RightNow has acquired the Dutch natural language search company Q-Go for $34 million according to a news release this morning. The acquisition will improve customer experience in web search and site experience for RightNow clients.
RightNow is also predicting that the acquisition will add $8 million in revenue for 2011 and improve earnings for 2012.
Says… → Read More
New research from RightNow and Harris Interactive…reveals that 82% of consumers in the U.S. said they’ve stopped doing business with a company due to a poor customer service experience. Of these, 73% cited rude staff as the primary pain point, and 55% said a company’s failure to resolve their problems in a timely manner drove them away.
Almost everybody surveyed, a full 95%, said after a bad… → Read More
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