Feedback Management

Sales reps sell smarter when they fully understand the needs, desires, and habits of their customers and prospects. This knowledge also helps them contribute to the overall quality of your company’s customer experience—which helps sustain the profitability of every account over the long term.

RightNow uniquely enables your sales team to gain this understanding of the customer by giving them total visibility into all feedback collected from the customer across all of your company’s frontline touch-points. It also helps them capture feedback at every interaction so they can contribute to the full view of every customer.

RightNow’s unmatched capabilities for capturing and leveraging customer feedback include:

Point-and-click access to multi-channel feedback

RightNow lets salespeople quickly see what customers are saying about products, company policies, services, competitors, and more across all communication channels. This includes their responses to marketing campaigns and surveys, as well as their interactions with the customer service contact center.

Easy knowledge entry

Conversely, salespeople can quickly and easily capture feedback from customers that may be useful to other departments across the business. For example, they can log complaints about a product feature or notify the contact center that information posted on the website is perceived as confusing.

Market insights and dashboards

In addition to providing reps with insight into each individual customer, RightNow’s feedback features can be leveraged to provide broader market insight. So you can show your sales staff the questions that customers are most frequently asking the customer service department or show them how much up-sell activity is being driven by a special promotion.

Lead generation in the contact center

You can also use RightNow’s feedback functionality to help your contact center—which may have more opportunities to interact with your customers than either your sales or marketing departments—create super-qualified leads for your salespeople. For example, when your contact center staffers get service/support calls from certain types of customers, they can be prompted to ask those customers a couple of qualifying questions. If such a customer responds affirmatively, that customer’s name and his or her answers to those questions can be immediately routed to the appropriate salesperson for follow-up.