Agent Prompting

When a customer calls your customer service department with a question, it's often a valued opportunity to sell them anything from a service contract to a product accessory. By taking advantage of these opportunities, you can drive significant incremental revenue.

RightNow supports such revenue-boosting cross-sell and up-sell tactics with capabilities that include:

Qualification prompts

RightNow lets you flexibly define the attributes that qualify a customer for active promotions—whether you want to offer upgrades to customers who still own older products or you want to sell training to customers who have made numerous support calls in the last six months.

Guided presentation

RightNow helps you turn your customer service staff into effective salespeople by guiding them through the offer presentation and providing them with scripted responses to typical questions and objections.

Opportunity routing

Instead of closing the deal themselves, RightNow also gives you the option of having your customer service staff route information about customers who express interest in the offer to an appropriate salesperson.

Performance tracking

RightNow also lets you see which agents are most effective at generating new business—whether they close that business themselves or forward their leads to sales—so you can reward them appropriately and pinpoint those that need more training.