RightNow CRM Suite
eService
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® eService works with our call center solutions to drive contact center costs down and customer satisfaction up through a powerful set of tools for self-service and efficiency, all driven by our powerful, self-learning knowledge foundation.
Our eService software includes search tools to help your customers make the most of the knowledge base and improve self-service rates. Agents are more productive thanks to the diversion of call and emails provided by our call center solutions and have more time for cross-sell and up-sell opportunities. Email response management lets customers use the web to send email through forms that capture key information needed to resolve their issue quickly and effectively. Live chat links with the knowledge foundation to help agents easily find what customers need in real time. Automated proactive communication notices alert customers of new products, offers or other timely information, which leads to improved customer retention.
Put smart tools in the hands of your customers. Make sure their service experience is a great one with RightNow eService.
eService
Works with this RightNow application:
- RightNow Service
What Is The eService Module?
Service has sometimes been called your company’s “back door.” A customer relationship can be strengthened or nearly undone by their interaction with your contact center and their overall customer experience. eService, a rich set of tools that work with our RightNow Service on demand CRM software, makes your customer experience a positive one while helping you manage contact center costs.
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. Customers who first use web self-service and then choose to contact you via live chat or any other channels will be pleased to know that your agents have access to all previous interactions, so they don’t have to repeat themselves. Previous live chat sessions can be saved and accessed by customers and agents alike.
eService is the ideal solution in a world where customers seek quick, easy access to information on their own. And for your call center, you get the added benefit of driving costs down and improving agent productivity by providing optimal customer experience management.
Greg Gianforte