RightNow CX
Knowledge Management
It doesn’t matter how cool a website is or how friendly a customer service agent is, if customers aren’t empowered with the right knowledge at the right time, they will be unsatisfied. If a really nice agent delivers the wrong answer sending a customer down a rabbit trail, never solving their problem… they very well may be the next big hit on YouTube.
Knowledge Management
Works with these RightNow applications:
RightNow Web Experience
RightNow Contact Center Experience
RightNow Social Experience
RightNow EngageWhat Is The Knowledge Management Application?
Knowledge is at the core of a great customer experience – it is the foundation on which everything else is built, fueling every point of interaction with the customers. RightNow's knowledge management software delivers real-time, relevant knowledge across every touch point that continuously learns from each interaction and immediately applies that knowledge to enhance the next customer experience.
Features
- Continuously learns and refines knowledge based on customer interactions
- Consistent, correct information across customer experiences and touch points
- Natural language knowledge base uses natural language and artificial intelligence
- 33 Languages and dialects (voice) supported
Benefits
- Delivers relevant content across channels
- Agent and customer-facing
- Provides a consistent, superior customer experience
Greg Gianforte