Briggs & Stratton Implements RightNow eService Center

RightNow Technologies, a provider of hosted customer service and support solutions, last week announced global engine manufacturer Briggs & Stratton successfully implemented RightNow solutions to answer customers’ questions worldwide via the Web.

RightNow eService Center makes it easy for B&S to create online content specifically driven by its customers’ most commonly asked questions. As a result, B&S has achieved an online knowledge base efficiency rate of 95 percent. Only 5 percent of customers who come to the B&S site seeking an answer to a question wind up requiring personal assistance.

“You can try to figure out what you should put on your Web site to best address your customers’ questions, but you never know whether you’ll really be on-target or not,” said B&S e-customer support coordinator, Mike Del Valle. “But with RightNow, the entire process of content authoring is customer-driven and highly automated. The result for us has been extraordinarily effective use of the Web as a customer service channel.”

RightNow also provides B&S with multi-language support so it can translate its customer service knowledge base items into eight languages to ensure effective worldwide support. The company also uses RightNow’s advanced e-mail management functionality to route customer e-mails to appropriate B&S service staff all over the world.

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