RightNow – On Demand CX Software

At anytime, but especially during these current economic times, saving time, money and skilled employees is of paramount concern! In the area of Customer Service, saving all three is critical. Arguably, one of a company’s most valued assets is their customer service – whether first-, second- or third-tier, and making sure vendors, franchisees, employees and customers are pleased with their interactions with the company. As Chief Technology Officer for one of the nation’s largest tax preparation companies, my mission is to deploy smart technology that leverages our assets – our people – in order to best serve our customers, while saving time, money and jobs.

To support our direct customer – our franchisees – with their first-tier service issues, we turned to RightNow’s CRM system. The Rightnow CRM lets us deploy multi-channel customer contact tools so our associates are more effective in solving basic systems and technology issues quickly, allowing our franchisees and their staff to focus on their core business – professionally and expeditiously serving their customers. I can’t think of anything more exciting than watching properly equipped and empowered associates, simply and effectively delight a customer.