Customers like to find answers to their questions on your website. It is fast and easy, and they can do it at their convenience. But call and email volumes to contact centers still continue to soar. It doesn’t help that budgets and headcount may both be flat. RightNow’s online CRM solution works with our call center solutions to drive contact center costs down and customer satisfaction up through.
Web Self-Service Addressing Customer's Needs
Web self-service addresses customer’s increasing desire to simply find their own information. Agent productivity is boosted when they can see all customer interactions with your contact center all in one single record, whether they come in through email, web, phone or live chat. Email and chat are both linked with RightNow’s patented, self-learning knowledge foundation to provide the best answers consistently.
Download Contact Center Best Practices: Five Steps To A Lean, Customer-Centric Organization white paper to find out how online CRM is the ideal solution when customers are seeking quick, easy access to information on their own. Your agents will have access to all previous customer interaction, so customers who first use web self-service and then choose to contact you via live chat or any other channels will not have to repeat themselves. Previous live chat sessions can be saved and accessed by customers and agents alike.
“Using RightNow products, Cabela’s is able to chat with customers online, ‘particularly useful in assisting customers during their online shopping experience,’ and as a result, the company has reduced the number of abandoned shopping carts, according to the Cabelians.” -TMCnet
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