RightNow CRM Suite
Chat
Your customers appreciate good 24x7 web self-service. But sometimes they need that extra bit of live assistance. Make it easy for them. Live chat is a sure-fire way to improve first time resolution rates and drive customer satisfaction. Our live chat customer service software is also a great way to drive revenue through cross-selling, up-selling, and providing guidance for online purchases.
A module of RightNow Service™, RightNow Chat bridges the gap between self-service customer care and assisted service, delivering that extra touch to ensure a quality customer experience. And because agents can manage multiple concurrent chat sessions, you are maximizing contact center efficiency and keeping your service costs down. In addition, with RightNow Feedback, you can continually gauge and improve the effectiveness of your chat and web self-service channels by automatically surveying consumers who completed or abandoned the chat session.
Chat
Works with this RightNow application:
- RightNow Service
What Is The Chat Module?
RightNow Chat, a module of RightNow Service, facilitates real-time, online chat sessions between your agents and customers. Chat agents provide consistent answers fast, by tapping into RightNow’s embedded knowledge base. Chat sessions are saved in the customer’s record, so your organization has a complete customer view for the next interaction. Supervisors can monitor and join an agent’s chat session to assist in resolving issues. And you can route chat customers for escalated issues as needed.
Prepackaged analytics offer real-time views and trend analysis to support improved service quality. And we know you don’t need frustrated customers so we’ve incorporated features to make chat as easy as possible—if they get bumped off the internet while chatting, they are reconnected with the same agent once they’re back online.
The value of RightNow Chat extends beyond improving customer service. Your agents are just a click away from the customers as they complete online purchases. Cross-selling and up-selling are made easier through live chat, facilitating real-time assistance to your customers. Promoting extended service contracts and warranties are just a couple of examples where you can leverage live chat. Be there when your customers need a personal touch—with RightNow Chat.
Greg Gianforte