RightNow CX
Case Management
Customers are impressed by a company that follows through on their issue and resolves it quickly and completely. A favorable customer service experience can re-engage that customer with your business, and even turn them into an advocate. Make sure the contact center experience you deliver is a great one with RightNow’s case management solution.
RightNow Contact Center ExperienceWhat Is The Case Management Application?
RightNow’s Case Management solution allows you to capture, track, assign, and manage customer service requests from initial contact through resolution, regardless of the channel. Our case management solution drives a consistent agent response, avoids the need for customers to re-communicate information, and supports timely resolution of service incidents. And, having everyone on the same page helps you drive down contact center costs by more quickly solving problems. Contact center realities such as shift changes, employee turnover, outsourcing, and escalation to higher tiers of service are all transparent to the customer with case management escalation and routing rules, ensuring that all interactions are captured and shared by everyone who touches the customer.
Features
Dynamic Agent Desktop delivers contextually relevant, just-in-time information to the agent:
- Contextual Workspaces
- SmartGuide
- Agent Scripting
- SmartAssistant - assist agents in finding and suggesting possible solutions to a question or issue based on the current session history or the keywords in an incident’s discussion thread.
- Agent Knowledge Base – ability for agents to search for knowledgebase answers
- Standard Text – templates that increase agent productivity
Greg Gianforte