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RightNow Mobile Powers USDA Food Safety and Inspection Service Virtual Representative

July 18, 2011

By Rajani Baburajan, TMCnet Contributor

RightNow, a provider of cloud based solutions, announced that the U.S. Department of Agriculture’s (USDA) Food Safety and Inspection Service (FSIS) has implemented RightNow Mobile to enable its new Mobile Ask Karen application.

The Web-based Smartphone application is powered by RightNow CX, a customer experience suite. The Smartphone application is designed to answer food safety questions on the go, providing citizens with the same experience via mobile devices as is received on channels such as the Web, chat, e-mail and phone.

The app service is a mobile version of the existing Ask Karen site, a virtual food safety representative that offers advice about properly handling, storing and preparing food to prevent illness.

FSIS, the public health agency in the USDA, is responsible for ensuring that the commercial supply of meat, poultry and egg products is safe, wholesome, and correctly labeled and packaged. RightNow has been working with FSIS since 2006.

“Mobile devices are a ubiquitous aspect of modern life; people utilize Smartphones to find information quickly and easily,” said Kim Taylor, director, Web Services, FSIS, in a statement. “As such, we have expanded the agency’s communication tools to provide food safety information via a variety of mobile devices.”

Leveraging RightNow CX, FSIS improved e-mail communication, response times, captured feedback to improve information sharing.

In the first few months of its CX implementation, 90 percent of all inbound requests that came through “Ask Karen” were answered via self-service.

“In our work with FSIS, we have been impressed with the agency’s ability to create unique solutions to offer U.S. citizens access to important food safety information,” said Kevin Paschuck, vice president, Public Sector, RightNow, in a statement. “RightNow understands the service imperative that the Federal government faces and we are pleased to see FSIS’s dedication to providing a transparent citizen experience.”

Recently, Men's Wearhouse, a provider of men's clothing and formalwear rentals, announced it is working with RightNow to extend its high-quality in-store customer experience to the Web and contact center.


Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Rich Steeves

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