RightNow CRM Suite
Web Self-Service
There was a time when great customer service meant high-touch, personal interactions with your customers. Today, the convenience of self-service is what more and more customers prefer—which is lucky since companies must optimize their agents’ valuable time, and for many that means offloading most routine phone and email inquiries to the web. With RightNow web self-service, you can drive down the overall cost of supporting customers, reduce the workload at the call center, and enhance the customer experience.
Web Self-Service
Works with this RightNow application:
- RightNow Service
What Is The Web Self-Service Module?
RightNow web self-service is based on our self-learning knowledge system. Our agent-facing platform supports agents in providing consistent, best-practice answers while the consumer-facing platform addresses routine, repetitive questions immediately without the need for agent assistance. Issues not resolved by web self-service are easily escalated to a live agent for proper handling. With such routine service requests handled online, the call center is free to handle more complicated customer problems or to deal with preferred customers.
With our roots in eService, RightNow web self-service has been well-vetted through billions of consumer interactions. Black & Decker saves more than $250,000 annually through our self-service applications. Cabela’s and British Airways are among our clients who leverage web self-service to empower customers to help themselves to what they need with huge success. Nikon reduced agent calls by 50 percent and email volume by 70 percent with web-self service.
Web self-service delivers consistent answers at less cost. Customers easily find the information they need from anywhere, at any time, without the need for agent assistance. The benefits go far beyond convenience. RightNow web self-service replicates the best practices of your top agents. While the knowledge base evenly deploys vital information across the frontlines of your business, web self-service puts it right at your customer’s fingertips. At the core of RightNow’s web self-service module is the RightNow Customer Portal, the next generation of customer self-service that allows you to easily design, deploy and maintain a highly interactive, branded online customer experience.
Reduce your overhead and leverage these powerful features:
- Customer Portal that gives you the power and control to create and manage a branded, highly interactive online customer experience
- Artificial intelligence technology that “learns” how customers and agents search for and use knowledge base information
- Knowledge syndication to present knowledge base information on any public page, whether that is your own web page or a partner’s
- Sitemap protocol support that allows consumers easier access to the knowledge base from commercial search engines like Google
- Graphics, photos, and Flash demos easily incorporated into self-service content through rich media support
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Customer Experience Blog
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Merry Christmas and Happy Holidays
Posted 2008-12-19 Read Blog
Greg Gianforte,
CEO and Founder
RightNow
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