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Customer Feedback

Listen And Act On The Voice Of Your Customer

RightNow Feedback helps you capture the voice of your customer at every stage across web, social, and contact center to drive continuous customer experience improvement that engenders loyalty and retention.

Business Challenges

Customers are inundated with surveys and emails from multiple departments
Disparate, uncoordinated, siloed survey solutions add cost and decrease efficiency
Stale data results in dated and misleading insight
Customer feedback cannot be routed quickly and accurately
Actionable insight is missing as feedback is not synthesized and analyzed

Solution

RightNow’s feedback management solution allows agents to solicit and respond to customer feedback in any channel—web, chat, voice, social, and email. The ability to share that feedback across your organization drives sales opportunities and superior customer experiences. Deliver rapid corrective action—or move immediately on a proactive opportunity—with RightNow Feedback.

“RightNow allows iRobot to collect valuable feedback from our customers. That ability to hear the customer’s voice and quickly respond to it is a major business advantage.”
—Maryellen Abreu, Director of Global Technical Support, iRobot

Enterprise Feedback Management Solution

Dealing with disparate, uncoordinated, siloed survey solutions across the organization is not cost effective and increases business complexity. RightNow’s enterprise feedback management software helps you measure customer experience holistically across all channels and easily share the insights across your organization. Plus, you can proactively sense and respond to customer feedback with automated business workflow, so you can close the feedback loop immediately.

Workflow to speed and escalate response from your company
Robust customer segmentation based on feedback
Topic monitoring to track opinions and concerns
Graphical reports to easily understand trends
Real–time survey response to speed opportunities and resolutions
All feedback interactions captured within RightNow Knowledge Foundation
Fully integrated across the RightNow CX solution
Built on RightNow CX Cloud Platform, infusing knowledge across the CX solution and providing integration and extensibility

Create On–Target Responses That Say “We Heard You”

Tightly integrated into the RightNow CX, RightNow Feedback ensures you request the right feedback, from the right customers at the right time. Feedback responses are automatically added to the customer’s record within RightNow Contact Center Experience, giving your agents a complete customer view for the next interaction.

Gather customer sentiment in any channel
Sense and respond rapidly to changes in the customer experience—across one or many customers
Improve customer retention, satisfaction, and advocacy
Reinforce brand/reputation
Emotionally engage customers
Improve employee satisfaction
Increase revenue
Deliver personalized feedback communications across RightNow Web Experience, Social Experience, and RightNow Contact Center Experience

Data Sheet: RightNow Feedback
Get to know your customers by capturing their feedback across all channels of communication with our easy-to-use surveys.
Article: I Need To Capture The Voice Of The Customer
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Article: I Need To Capture Customer Feedback
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