Web Self-Service
When customers can quickly and easily find answers to their questions around-the-clock without the need for agent assistance—their satisfaction goes up and your costs go down. That's why it's so important to your business to provide unbeatable online customer self-service.
Customer-Friendly Search
RightNow makes it easy for customers to locate the specific information they need-even in very large knowledge bases—through a combination of keywords, natural language queries, and category—based browsing.
Continuous, AI-Driven Self-Tuning
Using the latest advances in artificial intelligence, RightNow continuously "learns" how customers search for information and automatically applies that insight to make it easier and easier for them to find what they're looking for.
Complete Reporting Capabilities
Rather than distancing you from your customers, RightNow's self-service solution brings you closer to them by giving you full visibility into search keywords, most frequently viewed answers, and more.
Customer Feedback
RightNow lets your customers tell you how helpful your self-service content is, so you can quickly pinpoint any issues with accuracy and/or clarity.
Customer Portal
At the core of RightNow Web Self-service 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. With Customer Portal you can:
- Immediately leverage out-of-the-box best practices for online customer self-service
- Easily add brand elements to your support site
- Embed Web 2.0 information "widgets" your customers use and need to make informed decisions, such as video, flash demos, maps, and online forums
Rich Media
RightNow enables you to incorporate graphics, photos, and flash animations into your self-service content to make it even more effective and useful to customers.
Highly Accessible Knowledge Base Content
Make it easy for your customers to find information about your products and services by displaying it in all the right places. RightNow provides several powerful capabilities that put relevant information in front of your customers wherever and whenever they may need it.
Knowledge Syndication Widget
'Syndicate' the contents of your RightNow knowledgebase to any customer-facing web page, such as the product pages of your website or a distributor or reseller site. The Widget can be configured to display only what is appropriate to the web page context so that only the most relevant information will be retrieved.
Sitemap Protocol Support
Give users the access to your knowledgebase content through commercial search engines, as well as more conventional access points, like help or customer support links on a corporate website. This greatly reduces the effort it will take for your customers to find the information they are looking for.
Website Indexing
ou can also have RightNow's self-service search tools direct customers to content anywhere on your website to further enrich the information available to them.
Easy Escalation
Instead of leading customers to a "dead end," RightNow makes it easy for them to quickly escalate their question to a live contact center representative—increasing the likelihood that they will continue to use self-service again and again.
