Incident Management Software

You can’t deliver a great customer experience unless you can be sure that you respond to your customers quickly and effectively whenever they have a question or problem. That’s why an effective incident management process is so critical to customer satisfaction.

RightNow’s multi-channel incident management software capabilities ensure your ability to meet and even exceed your customers’ service expectations—while helping you drive down contact center costs at the same time.

Capabilities include:

Capture and tracking of all customer contacts

RightNow incident management system enables you to capture all relevant information about each incident and track progress as it’s handled by one or more of your contact center staff and/or one or more of your support tiers.

Intuitive agent desktop

With RightNow incident management software, you can create customized, highly intuitive desktop workspaces for your customer service team—enabling them to quickly access any information they need to provide fast, personalized service on the phone, via email, or in real-time chat.

Reports and alerts

RightNow incident management system helps contact center managers optimize performance and efficiency by providing them with full insight into every aspect of the incident management process—including response times, first contact resolution rates, and answer usefulness.

Post-incident feedback

RightNow incident management software lets you find out what your customers think about the helpfulness and professionalism of your service staff with post-incident customer satisfaction surveys that you can send as a follow-up to any specified percentage of incidents.