Live Chat Customer Service Software

Personalize your online interactions — and provide "on the spot" knowledgeable service — with RightNow Chat! Customers get the answers they need quickly online by working one-to-one with agents in real-time chat sessions.

Using RightNow Chat, you can:

• Assure timely, individualized customer service
• Help agents up-sell and cross-sell products
• Uncover and route new leads to the right sales department
• Measure the effectiveness of your online support channel

Take advantage of the real-time responsiveness of RightNow Chat to satisfy customers while also driving new revenue. Deliver the attentive online service experience that today's customers expect!

Here's why your customers will like RightNow Chat

• Service is personalized by an agent who has complete and central access to the customer's information
• While in queue, customers can access the integrated knowledgebase to find answers - no time wasted!
• Your customers will know their position in queue
• If the internet connection is lost, the customer is re-connected promptly to the original chat agent once the connection is re-established.

Empower agents to personalize sessions

• Agents can control how many simultaneous sessions they handle
• Relevant cross-sell and up-sell offers, such as product warranties, are presented to agents during chat sessions
• Agents can transfer and conference sessions to get customers to the most knowledgeable resource
• Using the one-click opportunity creation feature, agents can route leads to the right sales department
• Agents can be "pushed" to a chat or can "pull/request" the next chat
• Agents can leverage the fully integrated knowledge base to quickly find and deliver answers
• In one keystroke, agents can post suggested answers based on chat content using the Smart Assistant™ feature — and also send "canned" responses to speed up service.

Obtain Valuable Customer Feedback

• "Capture valuable customer insight and sentiment and act upon that information
• Gain deep insight into online customer experience
• Better measure chat channel effectiveness
• Send anonymous surveys following chat sessions

Even supervisors can make the most of RightNow Chat

• Public and "whisper" monitoring help assure quality interactions; managers can conference in to contribute to a positive experience
• Pre-packaged analytics offer real-time views and trend analysis to gauge and improve service quality and responsiveness
• Features such as incident entitlement, privileged access and response requirements help manage set and measure SLAs for staff and customers