Matsushita Strengthens China Customer Support Jul 13, 2004

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Appliance maker Matsushita Electric Corporation announced that it has chosen RightNow(R) Technologies, a leading CRM company focused on customer service to strengthen the company's customer support services in China.

Matsushita Electric Works has already deployed RightNow in Japan and, according to the company, it has seen a decrease in email volume of more than two-thirds, as its Japanese customers increasingly use the RightNow-powered knowledge base on its web site to find answers to common questions.

RightNow's solutions are available in 13 languages, including Japanese, and three dialects of Chinese (Simplified, Traditional-Hong Kong, and Traditional-Taiwan). RightNow Service allows content in all languages to be managed in a common database, said to help ease online customer support for companies with multinational operations.

"RightNow Service has proven to be a very powerful platform for delivering customer support on an international basis," Shinichiro Watanabe, call center manager at Matsushita Electric Works, said. "By enabling us to leverage our knowledge base across the Japanese and Chinese markets, RightNow ensures that we can efficiently deliver accurate, comprehensive, and up-to-date information to all of our customers."

RightNow's knowledge base management tools and search functions are said to help empower customers to find answers to their questions 24 hours a day, reducing the number of phone calls and e-mails that have to be handled by customer support contact centers.

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