Multiple capture modes

Many companies capture customer feedback in disparate, isolated ways across the enterprise. They can't leverage that feedback to build the kind of broad, deep insight into customers that decision-makers across the organization need to achieve real competitive advantages.

RightNow, on the other hand, provides a single environment for capturing and acting upon all types of customer feedback—greatly increasing the efficiency with which feedback is collected at all touch-points and creating a powerful enterprise repository for all available types of customer knowledge.

Types of customer feedback capture supported by RightNow include:

Proactive surveys that invite targeted customers to submit feedback via email.

Transactional surveys that automatically capture feedback from customers using web forms following any specified event—such as a purchase or a customer service incident.

Passive web-based surveys that enable users to provide feedback from a specified page or set of pages.

Voice-enabled surveys that enable customers to provide feedback via IVR or speech recognition during and inbound or outbound call.