Patrick Nash, Chief Executiveof Connect Assist, which provides the RightNow platform to charties and not for profit organisations, says, “The report identifies that customers are increasingly spending time and doing their business online and want self-service options. They now demand responses in real time, often through their mobile devices. This is particularly important in the charity and third sector where people need to gain access to support and advice at any time of the day or night and from anywhere.”
The Forrester report has been published to help organisations evaluate the different software solutions across five core capabilities:
2) knowledge management for customer service;
3) business process management for customer service;
4) customer communities;
5) customer feedback management.
Kate Leggett, the lead analyst at Forrester was extremely positive about RightNow and stated that RightNow has the best solution for multichannel management.
RightNow received “Very Strong” scores in two categories: Standardised cross channel customer service deliver; and Customer communities. RightNow received “Strong” scores in all the other categories: Knowledge management; Business process management capabilities;
Patrick Nash, Chief Executive of Connect Assist, says, “This report has identified the growing need for our clients to be in touch 24/7 with those that use their services – in the way that their users want. As funding is cut, charities must embrace fundamental and permanent changes to the way in which they operate. Rather than seek more funds they must invent sustainable ways of doing more with less. Technology platforms enable organisations to achieve this allowing them to improve services and increase accessibility.”
Read the latest Connect Assit Discussion Paper: Rethinking Third Sector Funding White Paper by downloading for free at www.connectassist.co.uk
Read more from Kate Leggett at http://blogs.forrester.com/
About Connect Assist www.connectassist.co.uk
Connect Assist is a social business created by a charity. Our purpose is to provide support, services and technology to the UK Third Sector and to create jobs and growth opportunities for people in the Welsh Valleys. We employ 38 people and are growing fast.
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For further information contact:
Carole Pendle, Transform Communications Tel: 07768 462601
Veronica Hannon, Transform Communications Tel: 07752 875285