RightNow CX
Chat
A branded online web experience should facilitate easy transitions from web self-service to agent assisted support, based on the consumer’s level of need. RightNow Chat, our live chat customer service software and part of the RightNow Web Experience makes it easy for customers to continue their journey on the web while receiving the agent based assistance required to move them closer to their research, purchase or support goals.
RightNow Web ExperienceWhat Is The Chat Application?
RightNow Chat, our live chat customer service software, facilitates real-time, online chat sessions between your agents and customers visiting your website. As a stand-alone application, or delivered as part of a comprehensive RightNow Web Experience, RightNow Chat is a powerful and effective communication channel that helps to resolve customer issues and increase purchase conversion rates and can be configured to meet your organization’s unique business requirements. Chat sessions can be initiated by an agent, by a customer or triggered automatically based on pre-defined rules. Our live chat customer service software can be made available through out-of-the-box Customer Portal websites or strategically placed throughout your product and support pages using RightNow Web Designer.
Features
- Consumer, agent and business rules initiated Chat
- Supported by RightNow Web Designer allowing customization of your chat interface
- RightNow Engage support for Chat based customer surveys
- Chat conferencing and supervisor monitoring and assistance
- Integrated multi-channel interaction and case management support
- Chat queue status and auto-reconnect
- Integrated into RightNow CX
- Access to RightNow Knowledge before, during and after chat session
Greg Gianforte