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It also supports consumers' increased reliance on digital mediums to make informed buying decisions, with the ability to flexibly incorporate Web 2.0 technologies in the form of widgets, video, forums, and blogs.

RightNow August 08 also includes a studio development environment to easily create and manage the online service experience, including integration with Adobe Dreamweaver, the industry's leading web development product.

"Our customer portal helps organisations tap new online resources and communities while wrapping it within their overall brand experience. The wide range of pre-built and custom widgets -from answer search and announcements to forums, videos or shipping calculators- delivers on RightNow's strategy of offering our customers a flexible and interactive consumer platform for personalised online support,” said David Vap, vice president of products, RightNow.

The Collaboration Key: Co-Browse and Proactive Chat

RightNow co-browse ensures organisations and consumers are on the same page. Co-browse lets consumers securely invite an agent, either on the phone or during an online chat session, to share their desktop and navigate/browse together, whether for resolving a problem, filling out a form, or guiding them through an online purchase. Proactive chat is a new feature of RightNow chat that presents a chat invitation to a consumer based on specific, definable circumstances, such as being a premier or gold customer or spending a certain amount of time on a site.

"The overall quality of customer experience is largely defined by personalised online interactions. Companies that consistently deliver these positive customer experiences across all touch points maintain consumer loyalty, build stronger brands and are better able to avoid competition on price alone – therefore, they grow faster and earn healthier profits than companies that don't consider consumer experience a priority,” said Greg Gianforte, CEO, RightNow.