Overview
RightNow Chat bridges the gap between self-service customer care and assisted service, delivering that extra touch to ensure a quality customer experience. And because agents can manage multiple concurrent chat sessions, you are maximizing contact center efficiency and keeping your service costs down. In addition, with RightNow Feedback, you can continually gauge and improve the effectiveness of your chat and web self-service channels by automatically surveying consumers who completed or abandoned the chat session.
RightNow Chat facilitates real-time, online chat sessions between your agents and customers. Chat agents provide consistent answers fast, by tapping into RightNow’s embedded knowledge base. Chat sessions are saved in the customer’s record, so your organization has a complete customer view for the next interaction. Supervisors can monitor and join an agent’s chat session to assist in resolving issues. And you can route chat customers for escalated issues as needed.
For immediate online assistance, customers can initiate chats from anywhere on your website. View this short slideshow to see how RightNow's live chat customer experience software can help you give personalized attention to your customers, when and where they need it.
Greg Gianforte