Overview
There was a time when great customer service meant high-touch, personal interactions with your customers. Today, the convenience of self-service is what more and more customers prefer—which is lucky since companies must optimize their agents’ valuable time, and for many that means offloading most routine phone and email inquiries to the web. With RightNow web self-service, you can drive down the overall cost of supporting customers, reduce the workload at the call center, and enhance the customer experience.
Web self-service delivers consistent answers at less cost. Customers easily find the information they need from anywhere, at any time, without the need for agent assistance. The benefits go far beyond convenience. RightNow web self-service replicates the best practices of your top agents. While the knowledge base evenly deploys vital information across the frontlines of your business, web self-service puts it right at your customer’s fingertips. At the core of RightNow’s web self-service module is the RightNow Customer Portal, the next generation of customer self-service that allows you to easily design, deploy and maintain a highly interactive, branded online customer experience.
View this short slideshow to see how web self-service customer care makes it easy for your customers to help themselves. Customers can ask questions, search the knowledge base, browse frequently asked questions, or log into their account. Your customers have access to the same knowledge base as your agents so they find answers on their own without live agent help.
Greg Gianforte