RightNow's intuitive knowledge foundation: Complete, accurate, up-to-date and consistent

To consistently provide great customer experiences, you have to be able to deliver knowledge at the point of action. Obviously this assumes the existence of knowledge. What is this knowledge? And how do you manage it?

Conventional CRM implementations often assume that knowledge begins and ends with the customer record in a database or data warehouse. But to deliver a great customer experience, you have to answer all kinds of questions from all kinds of people.

Customers ask:

"When will my order arrive?"

"Has your refund policy changed?"

"Where's your closest local dealer?"

"Does your product comply with my state's environmental requirements?"

Salespeople ask:

"How close am I to making my quota for this month?"

"Does this customer have any outstanding service issues?"

"What about the new product our competitor just announced?"

Marketers ask:

"How many prospects fit this demographic?"

"Which graphic layout got us the best response last time?"

"What percentage of this campaign's leads got closed?"

Service reps ask:

"Does this customer always get so mad?"

"Has anyone else had this problem before? How did they solve it?"

"Do we have the answer to this question on our web site?"

Managers ask:

Are we getting bug reports from the field yet?"

"What does our pipeline look like?"

"Are customers happy with our level of service?"

To answer these questions, you have to manage a variety of knowledge types and make them readily accessible to whoever needs them.

RightNow's fulfills this requirement by making it easy for you to keep all your essential institutional knowledge current, accurate, consistent and relevant to your customers' and users' needs. In addition to providing you with a scalable, high performance open source database that you can leverage across all your customer touch points, RightNow integrates seamlessly with your existing databases and other core business systems. Just as important, RightNow offers an advanced, patented knowledge foundation that's ideal for the managing the diverse types of unstructured information your business and your customers need access to every day.

This powerful, self-learning technology eliminates the need for massive upfront knowledge "harvests" that are out-of-date as soon as they're completed. Instead, RightNow solutions dynamically respond to customer and user behaviors - empowering you to continually enhance and refine your knowledge repository over time. So, for example, if your customers start asking you a question about a new product that you never anticipated them asking, RightNow makes it easy for you to quickly craft an answer and making it instantly available by web, email and phone.

RightNow's knowledge foundation also lets you create automated workflows for new content creation and periodic content review - so your knowledge always stays fresh and accurate.

Many companies find that their customer experience problems are actually knowledge management problems. With RightNow, that won't happen to you - because the creation and management of your customer- and user-driven knowledge repository will be built right into your day-to-day business processes.