Kodak has selected social media specialist, RightNow, to provide customer service and support across Kodak.com for all its business-to-business operations including web, social networks and contact centre.
The imaging company hopes RightNow’s CX platform will allow customers to find answers to their questions 24/7. The software enables interaction by providing access to self-learning tools which allow customers to have their questions answered in a minimal amount of time.
General manager of Kodak service and support, Bernadette Lodico, said the partnership with RightNow would build upon the company’s existing customer service capability.
“RightNow CX … is the right solution for organisations like Kodak that take customer experience very seriously,” she said.
The move to RightNow CX means that customers have a choice of making enquires via the telephone, internet or email and adds to the more than eight billion customer interactions that RightNow facilitate for a variety of companies across its cloud platform.