RightNow’s Consumer Electronics Software Personalizes Customer Experience

From pre-sales research to post-sales service, RightNow’s consumer electronics software gives companies the power to present accurate, consistent information, reach consumers with relevant and personalized campaigns, provide the highest quality support, gather and act on valuable feedback, and ensure positive customer experiences to drive repeat business.

Building Brand And Driving Sales

• Increase product understanding and preference through robust online knowledge as well as live chat and co-browse with knowledgeable agents
• Help customers locate closest stores that carry the products 
• Reach out to consumers with highly focused communications
• Drive increased product sales through segmented email communications 
• Provide an easy way for customers to register products and manage warranties 
• Gain consumer insight for marketing and product enhancements
• Leverage online customer community tools to build brand, loyalty, and revenue 
• Tap into customer enthusiasm for ideation and innovation

Improving Customer Care

• Deliver support in 33 languages and dialects with one solution set
• Provide more information and self-service tools to customers who want it
• Empower agents through complete visibility into customer interactions and access to knowledge to help the customer
• Gather feedback from customers on their experience and take immediate action on negative feedback
• Deliver proactive customer support through monitoring and analysis of social media conversations
• Support outsourcers as well as in house customer service agents—one application across all support organizations provides reporting consistency and operational simplicity

Reducing Costs

• Reduce inbound email by 30 – 70%
• Reduce inbound calls by 10 – 30%
• Improve agent productivity by up to 20%
• Reduce agent training time in support of seasonal spikes