RightNow CX
RightNow Engage Overview 
A critical component of a great customer experience is proactive engagement, but to be effective you need to know, when is the right time and what is the best way to communicate?
“RightNow allows iRobot to collect valuable feedback from our customers. That ability to hear the customer’s voice and quickly respond to it is a major business advantage.” - Maryellen Abreu, Director of Global Technical Support, iRobot
RightNow Engage Includes
Service-Sales-MarketingThese are your traditional operational business CRM processes, with a consumer-centric orientation:
- Service: Business CRM processes that support efficient and effective problem resolution and customer support across channels
- Sales: Business CRM processes that support revenue-generation for consumer-centric organizations, such as eCommerce transactions
- Marketing: Business CRM processes that drive personalized, proactive, timely customer communication that generates revenue.
Customer Feedback
An absolute prerequisite to delivering great customer experiences across web, social, contact center is ability to gather voice-of-the-customer in real-time across every customer touchpoint and take immediate action.
Analytics
Operational and managerial insight to measure and analyze customer experiences, highlight areas of improvement, and identify trends to anticipate customer needs.
RightNow CX Cloud Platform
Infuses knowledge and provides integration across the entire suite
RightNow Engage Benefits
- Provides deep customer insights and shares them across your organizations
- Supports revenue generation
- Delivers a branded customer experience with targeted, personalized messages
- Captures and integrates customer feedback across channels, creating actionable business insight
- Enhances operational efficiencies
- Gathers and shares knowledge from customer interactions
Related Information
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White Paper: CX: Harnessing the Consumer Revolution
After decades of being managed consumers are rebelling. Today companies must listen to customers, engage with them proactively and do whatever it takes to ensure every interaction is a positive experience. To do this, you need CX.
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Research & Analysis: RightNow's 4th Annual Customer Experience Impact Report
This survey confirmed, again, that consumers are challenging companies to sit up and take notice; and if they aren’t willing to care for their customers, they will go elsewhere.
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Case Study Summary: 2009 1to1 Customer Champion Awards
Read how Overstock.com, drugstore.com and iRobot earned their 2009 1to1 Customer Champion Awards.
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Video: 8 Steps to Great Customer Experiences: the Customer’s Perspective Video
Listen to Electronic Arts, Shaklee, and various other RightNow clients talk about how RightNow's 8 Steps are helping them deliver superior customer experiences.
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White Paper: The 6 Laws of Customer Experience
There are huge opportunities to rethink how we deal with customers. This ebook offers six laws you can’t afford to break if you want to take advantage of the new customer dynamic.
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Video: 8 Steps to Improve Customer Experiences Video
This video features RightNow CEO and founder Greg Gianforte presenting RightNow’s 8 Steps to Improve Customer Experiences.
Greg Gianforte