Lets Talk

To discuss your Business Challenges and Marketing needs call today on: US: +1 408 _4147466
IN: +91 124 _4985500

Support Community

Help Customers Help Each Other

RightNow Support Community is a rich, flexible social environment designed specifically for cost-effective peer-to-peer support and lifelong customer loyalty.

Business Challenges

Customers demand fast, personal, consistent service across channels
Support costs escalate as customer expectations rise
Customer complaints are amplified across social networks

Solution

RightNow Support Community gives customers the opportunity to help you deliver exceptional support. By allowing them to ask questions and find answers in an online community, you can make customers feel valued without adding a single call or email to your contact center’s workload. In the process, your customers’ contributions will turn them into loyal community experts and generate reusable content for your knowledge base.

“After an extensive search, RightNow was the only provider to give us the flexibility we needed to support all of our different audiences with varying levels of access. Our new community site, Blackboard Connections, supports a diverse and growing community of nearly 80 user groups worldwide.”

— Jan Poston Day, Senior Director of Client Engagement, Blackboard

Rich Online Community Forums For Integrated Support

Our forums deliver a seamless and intuitive experience, so customers can get the help they need.

Flexible discussion forums for peer–to–peer support
Question–and-answer pairs for a crowd-sourced knowledge base
Searchable multi-media resource library
Moderator-controlled escalation to an incident on your agent desktop
Powerful reputation engine to reward customer participation and expertise
Robust moderation tools to help facilitate healthy conversation
Contact record integration with RightNow CX
Single sign-on and syndicated widgets with RightNow Customer Portal
Extensive integration with RightNow CX, including incident escalation, syndicated widgets, single sign-on, and a socialized knowledge foundation
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 social experience and providing integration and extensibility

Deliver Exceptional Support With Online Community Forums

RightNow Support Community’s forums can help you live up to customers’ rising expectations by helping you:

Deflect costly support calls and email, increasing zero-contact resolution
Proactively identify and address issues before they affect the support center
Improve the customer experience with peer-to-peer support
Source user product reviews and improve word-of-mouth marketing
Build openness and collaboration into your brand
Deliver accurate, consistent answers on your website, in your community, or through contact center agents

Video: RightNow Powers Husqvarna’s AnswerArmy
Husqvarna customers get answers from the experts with RightNow Support Community.
Guide: Building An Online Community Best Practices
All online communities start and grow in a similar way. These tips help you launch your online community successfully.
Guide: Community Engagement Best Practices
This guide offers an overview of what builds community engagement.
Guide: Getting Started With Social Best Practices
An overview of the power of social communities and discusses five best practices for your social experience.
White Paper: Customer Service Meets Social Media
As big a game changer as social media is, all the basics for providing service still apply. You’ll have to adapt to not owning the channels you use for service and redefine your guidelines for engagement.
Data Sheet: RightNow Support Community
Give your customers a voice, and turn your support center into an opportunity center. RightNow Support Community lets customers help each other, reducing the load on your call center while building loyalty for your brand.3