RightNow CX
Web Self-Service
There was a time when great customer service meant high-touch, personal interactions with your customers. Today, customers want access to the information they need, when and where they are looking for it. With RightNow’s web self-service solution, you can drive down the overall cost of supporting customers, reduce the workload at the contact center, and enhance the customer experience.
RightNow Web ExperienceWhat Is The Web Self-Service Application?
RightNow‘s web self-service solution empowers customers to easily find the information they need from anywhere, at any time, without the need for agent assistance. The benefits go far beyond convenience. RightNow’s web self-service solution empowers your customers to work for you; every time a customer interacts with a website or asks a question they are acting like ‘knowledge engineers’, dynamically adding information to the knowledge base and making this information available for the next customer interaction. Making knowledge base information available is ineffective unless your customers can find it. RightNow‘s web self-service solution uses the latest artificial intelligence technology to “learn” how your customers search for information and applies that insight to ensure they find what they're looking for. RightNow CX has nearly 20 patents based on this paradigm.
If customers are unable to find the information they need, they can seamless transition to an agent assisted channel - email, chat, phone.
Features
- Customer Portal that gives you the power and control to create and manage a branded, highly interactive online customer experience
- Artificial intelligence technology that “learns” how customers search for and use knowledge base information
- Knowledge syndication to present knowledge base information on any public page, whether that is your own web page or a partner’s
- Sitemap protocol support that allows consumers easier access to the knowledge base from commercial search engines like Google
- Powerful search tools enable your customers to search for and find the information they are looking for
Benefits
- Always available consumer access to consistent and relevant answers.
- Increase self-service and call deflection rates while lower overall customer support costs.
- Seamless transition to assisted channels
Greg Gianforte