RightNow Technologies has released the latest iteration of its on-demand CRM suite and has changed its naming convention from numbers to seasons to reflect its quarterly release cycle.
One of the key features of RightNow November ’07 is a new knowledge syndication widget that enables organizations to syndicate and distribute dynamic content, such as FAQs, product specifications, and warranty information, across multiple web sites.
It is part of RightNow’s ongoing initiative to break customer support out of the silo it tends to inhabit and embed relevant information throughout web sites, so it is available anywhere a customer needs it and anywhere they are likely to look for it. By syndicating dynamic content from the RightNow knowledge foundation, organizations can also provide consistent, current, and relevant information.
For example, a manufacturer that maintains current, detailed product information in its RightNow knowledge foundation would be able to syndicate the information to its external web site, online retail outlets selling its products, and to partner sites.
The new syndication capabilities add to the sitemap feature that was introduced with the August 2007 release and enabled organizations to index knowledge foundations and make them accessible to search engines. By using syndication and sitemap features, companies can distribute dynamic content across web sites and search engines in real time. Customers can access company-provided information even if they never visit that company’s web site.
The November ’07 release also features redesigned web pages aimed at improving navigation to the customer support section of a web site, plus extended native language support with the addition of 12 new languages, taking the total number of languages and dialects supported to 33.