RightNow CRM Suite
Feedback
Consumers have long been able to complete a survey or post a comment. Listening to the voice of your customers is important, but to really close the feedback loop and drive continuous customer experience improvement, you need to both capture and quickly respond to the customer voice across all channels they communicate with your business—web, live chat, email, and phone. RightNow Feedback™ not only begins this process by facilitating customer insight across multiple channels, but shares it across your organization, where it can be incorporated into all customer touch points—service, marketing, and sales. This unified view into the customer experience drives more personalized communication, proactive engagement, and rapid response to your market’s feelings and opinions. In short, RightNow Feedback helps you create on-target actions that say “we heard you.”
Feedback
Works with these RightNow applications:
- RightNow Service
- RightNow Sales
- RightNow Marketing
What Is The Feedback Module?
RightNow Feedback is integrated with RightNow Service™, RightNow Marketing™, and RightNow Sales™ to unify all customer feedback management programs into one cost-effective solution. Turn your customers into advocates by letting them know you heard them. Gauge your customer’s feelings through survey features that are easy to use and analyze. Real-time feedback saved Black & Decker thousands of product returns (due to a 30-cent mis-manufactured part). They “heard” their customers and were able to fix the problem immediately.
Powerful workflow controls allow you to respond quickly and on-point to customer input by automatically creating opportunities, incidents, or notifications based on their feedback. Our SmartSense™ feature picks up customer emotion in free text survey responses while topic monitoring gathers unfiltered customer sentiment, and automatically classifies it into specific categories of interest for quick action. Leverage your feedback program for maximum business value through graphical reports and real-time survey response analysis tools.
Listen to and act upon the voice of your customers with these powerful customer feedback management features:
- Templates and graphical designer tools to intuitively guide you through the survey creation process including the survey flow, formatting, and branding logic
- Workflow control lets you design the best customer experience for building superior loyalty and satisfaction
- Robust customer segmentation and recency/frequency controls ensure highly personalized experience
- SmartSense automatically gleans true customer sentiment from free text responses
- Topic monitoring provides categorized insight into consumers' opinions, interests, and concerns—think mini focus group
- Built-in deliverability best practices and controls
- Graphical reports and real-time survey response analysis that leverage the business value of feedback insight
Greg Gianforte