RightNow Feedback
To exceed customer expectations, you need to determine what those expectations are. Tap into the voice of your customers by capturing their feedback across all channels they communicate with you. Get to know your customers by capturing their feedback across all channels of communication. Then, quickly act on that feedback to turn them into advocates.
RightNow enables you to unify all of your organization's feedback programs into a single solution supporting a comprehensive feedback strategy. Surveys can target diverse internal and external audiences for broad purposes—such as improving business processes, ensuring quality compliance, understanding employee satisfaction and improving customer loyalty. With RightNow customer satisfaction survey software, you can:
- Find out what customers think about the way you market to, sell and service them
- Reduce the cost and complexity of executing customer surveys
- Proactively gather market intelligence to support or modify critical business decisions
- Measure whether investments actually improve customers' perceptions
- Capture customer feedback and automatically tie it into a single customer record
Not Just Check Box Answers
It is simple enough to analyze customer feedback when questions in a survey have specific, multiple choice answers. But with typical survey systems, open, unstructured commentary is much more difficult and time consuming to analyze. RightNow Feedback has solved this challenge with the ability to apply an emotional rating to the text of a customer's response to quickly gauge customer sentiment - and act accordingly.
Additional topic monitoring capabilities capture and automatically categorize common topics based on textual feedback. For example, after a new product launch, a feedback survey is automatically sent to customers who purchased. As the survey comes back, RightNow's topic monitoring automatically identifies "defective" as a key term in more than 1000 text responses. This information is routed to product management for immediate follow-up, and customers are proactively contacted with offers for free upgrades, pre-empting a potential customer service disaster and demonstrating quality customer care.
Key Benefits:
- Gather, track, and act on real-time customer feedback across all departments and channels
- Automate follow-up and analysis
- Drive customer experience, loyalty, and satisfaction
What Makes RightNow Feedback Unique?
- Completely integrated with RightNow Service, Enterprise Marketing Automation, Analytics, Sales Force Automation software solutions and other products for a holistic customer view
- Ability to capture and consolidate customer feedback from multiple channels: web, email, voice, and chat
- Wizard-like user interface guides users through processes of survey design, development, execution and performance monitoring
- Ability to execute surveys across multiple channels and integrate results within customer profiles for meaningful analysis
- Emotion detection and topic monitoring enables organizations to gain deeper insight into customer sentiment, and quickly act upon this information to deliver better customer experiences.
Additional resources: Multiple Capture Modes | Intuitive Survey Design | Feedback Management
