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Service

Total Customer Experience

RightNow Service helps deliver great customer experiences across the three primary engagement points of web, social, and contact center by integrating internal horizontal business processes with the external channels customers use to interact with you.

Business Challenges

Customers can’t easily find the answers they need and self-service is not connected to email or agent assisted channels
Agent turnover and training time cause inconsistent customer experiences
A complete view of customer interaction history across channels is impossible to see
Customer satisfaction remains low or flatIncident resolution times are climbing because agents must access multiple systems to find information

Solution

As part of RightNow Engage, RightNow Service integrates seamlessly with RightNow Marketing, RightNow Feedback, RightNow Sales, and RightNow Analytics to ensure that you are building loyalty and driving revenue by communicating the right message, to the right person, at the right time across your web, social, and contact center touchpoints with RightNow’s customer experience applications.

“Both the strength of our brand and our bottom-line business performance depend to a large degree on how well we understand and respond to our customers. With RightNow, we are able to maximize that understanding and responsiveness—even as we continue to drive down costs.”
—Chuck Udzinski, Consumer Services Manager, Black & Decker

Customer–Centric Approach

RightNow CX, the customer experience suite, is built from the ground up for consumer organizations and puts customers at the center of the experience.

As part of RightNow CX, RightNow Service provides business processes that support efficient and effective problem resolution and customer support across channels. RightNow Service also integrates with RightNow Feedback and RightNow Analytics to create a comprehensive approach to a great customer experience across web, social, and contact center.

Integrate internal horizontal business processes with the external experience channels across web, social, and contact center
Enable flexible and powerful business rules to maximize efficiency and automate tasks
Model service best practices to deliver quick, correct, and consistent experience regardless of agent skills or location
Fully integrated across the RightNow CX solution
Leverages RightNow Engage for customer insights and proactive, relevant customer communication and surveys that build loyalty and drive revenue
Built on RightNow CX Cloud Platform, infusing knowledge across the CX solution and providing integration and extensibility

CRM Missed The Customer

The internal focus of traditional CRM often left the consumer out in the cold. Winning organizations today must look beyond internally focused customer management systems to externally focused customer experience solutions to create competitive advantage and drive bottom-line results.

RightNow Service helps you deliver great customer experiences across the three primary engagement points of web, social, and contact center by integrating internal horizontal business processes with the external experience channels customers interact with you.

Support efficient and effective problem resolution and customer support across channels
Build loyalty and drive revenue by communicating the right message, to the right person, at the right time
Improve customer retention while reducing operating costs
Drive agent productivity and effectiveness

Data Sheet: RightNow Service
RightNow is used by leading companies in every market segment to slash costs and deliver consistently exceptional customer care.
Article: Call Center Customer Management Service
Learn more about the Customer Experience Management solution from RightNow Technologies.
Video: 8 Steps To Improve Customer Experiences
This video features RightNow CEO and founder Greg Gianforte presenting RightNow’s 8 Steps to Improve Customer Experiences.