Presenting offers to customers

In your role as an agent, your organization may ask you to present special offers to customers because you have a strong understanding of what they need and have earned their trust through your work with them.

When you work with an incident, RightNow Service evaluates the customer’s information and purchase history. Based on the results, it looks for offers the customer is eligible for. These offers can include promotions, suggestions, or both. Promotions are special offers made to specific groups of customers (called targets), while suggestions are automatically generated based on customer information. An example of a promotion is free shipping on certain prod­ucts.

When the customer is eligible for an offer, the Offer Advisor button is enabled.

The following procedure is a brief overview of presenting an offer to a customer. For the complete procedure, refer to Presenting offers.

To present an offer:

1	From an open incident, click the Offer Advisor button to open the Offer Advisor window.

2	Select the offer you want to present to the customer.

3	If you are on a phone call with the customer, read or paraphrase the guide and product information to the customer.

Or

If you are responding to an incident, right-click anywhere in the guide text or product information sections and select Copy. Paste the text into the response and modify as nec­essary before sending.

4	Click Set Response in the Action column for the offer you want to present.

5	Click the drop-down menu and select Yes, Interest, No, or Defer.

6	Click the OK button to return to the incident.

7	Click the Save And Close button to save the incident and record the customer’s responses to the offers.

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