RightNow CRM Suite
Voice
Today, customers are tremendously empowered—they drive our brands, choose their providers, and voice their opinions. But, many companies report that customer frustration levels are actually higher than ever. Why? Because customers have become accustomed to instant gratification. They can usually get much of what they want, anytime, anywhere—and can easily become aggravated when they have to wait in a long phone queue or plod through a touch-tone routing system to direct their own calls, sometimes arriving at a real person who still can’t resolve their problem. And who can blame them?
RightNow voice self-service is integrated with the RightNow knowledge base and is capable of understanding natural language. It goes well beyond traditional phone automation systems. Our voice self-service customer care “listens” to customer language and matches human inquiry to the best possible answer, offloading a significant portion of repetitive inquiries from your contact center and sometimes eliminating the need for a live agent. RightNow Voice empowers your customers to use the telephone to get answers and still be routed to a live agent when needed. Integration with our hosted CRM suite means that information entered into the voice self-service system routes with the customer, so the agent has the insight to pick up where the voice self-service application left off.
Voice
Works with this RightNow application:
- RightNow Service
- RightNow Marketing
What Is The Voice Module?
RightNow voice self-service is interactive voice response that listens and learns. It provides your customers an easy way to get the information they need over the phone without agent assistance. And, our intuitive knowledge-based voice system listens for language that would suggest what should happen with the call. It would know to route the call to a live agent—if a selling opportunity is indicated, for example. Callers have a seamless experience, easily getting routine information through the interactive voice response system—and being routed to an agent for more complex issues or other sales opportunities.
Our voice self-service system is very uniquely implemented. We talk to your best agents and listen in on customer calls to build out “grammar” that uses customer language to respond to inquiries. We then model answers after your top agents’ best practices.
Standard, touch-tone phone menus route callers through a controlled track—often resulting in increased customer frustration when they don’t get their answers. RightNow voice self-service provides a more intuitive, flexible approach to providing answers. It integrates with RightNow web self-service and our CRM suite to provide agents with a unified view into customer interactions with your company, saving you time and money while helping customers feel satisfied.
Offered in a pay-per-usage, hosted fee model, voice self-service is a highly cost-effective way to integrate the phone with your other touchpoints.
RightNow Voice Self-Service Features At-A-Glance:
- Managed services that guide you through your voice implementation and provide continuous support for your solution. We take care of the day-to-day maintenance so you can focus on your core business
- Knowledge base access enables your customers to find answers to their most common questions over the phone and lets you leverage your knowledge base investment across both the phone and the web
- Status access allows customers to check on their orders, accounts, shipping and any other data you choose to provide from your back-office systems
- Password reset eliminates a substantial volume of routine calls to your help desk by allowing customers (or internal end users) to reset their passwords in a controlled, auditable way
- Location finder makes it easy for customers and prospects to find the store or office closest to them by simply providing their zip code
- Inbound survey tools provide a simple way to keep your finger on the pulse of your customers’ needs and better adapt to them. In addition to helping you better handle incoming phone calls, RightNow Voice offers applications that enhance your business with sophisticated outbound call automation
- Web click-to-call-back lets visitors to your website request a call when they need additional assistance completing a transaction or making a purchase decision
- Outbound survey tools enable you to quickly and cost-effectively poll selected customers to monitor satisfaction levels, gauge interest in new products or services and gain other high value market intelligence
Greg Gianforte