RIGHTNOW® CONSUMER ELECTRONICS AND APPLICANCES

Leverage your connection with consumers

Nearly seven out of ten shoppers for consumer electronics and appliances go directly to the manufacturer's website to research their options before they purchase. And no matter where they buy products, they're likely to return to the manufacturer when questions come up.

This direct contact with consumers is new for many companies who have traditionally sold through retailers and distributors. Forward thinking manufactures are embracing and leveraging this direct contact with consumers. By providing an integrated, consistent, cross-channel customer experience throughout the customer life cycle, manufacturers can build long-term and profitable relationships with consumers.

RightNow Industry Solution

The RightNow Consumer Electronic and Appliance solution enables the manufacturer to be the expert-ready to provide consumers with the information and help they want, when they want it. From pre-sales research and questions to post-sales service and support, the RightNow solution combines award-winning software, best practices, professional services, and hosting to provide a fully integrated, cross-channel customer experience.

Join more than 80 leading consumer electronic and appliance manufacturers who use RightNow to deliver an exceptional customer experience and build their brand.

Pre-Sales

Support shopper pre-sales product research

• Proactively present the most relevant information to consumers as they research your products
• Allow customers to easily search for additional pre-sales product information
• Offer click-to-chat for consumers to resolve any final questions with an agent
• Easily track what consumers are looking for to constantly improve the information provided

Post-Sales

Support all customer communication channels

• Deliver the highest quality service experience with a multichannel solution that offers interaction by phone, self-service, email, or chat
• Utilize a solution that maintains a single view of the customer capturing all customer interactions in a single customer record

Encourage customer self-service

• Offer robust, dynamic web self-service to allow consumers to locate the specific information they need quickly and easily
• Incorporate graphics, photos, and flash animations into your self-service content to better assist consumers
• Allow consumers to rate your service information so you can identify any issues with accuracy and/or clarity.

Effectively manage inbound inquiries and incidents

• Capture, track, and respond to incoming inquiries across email, phone, and chat
• Take advantage of pre-configured custom fields, views, statuses, and rules best practices

Learn how RightNow Consumer Electronics will help your business

Pre-Sales and Post-Sales

Leverage customer knowledge across the enterprise

• Deploy a single knowledge foundation that spans communication channels and is dynamically driven by customer interactions
• Ensure consistent information is presented both online and to the agent
• Automatically learns to ensure content remains accurate and relevant
• One-click feedback that asks customers to rank the usefulness of the information

Learn from the voice of the customer

• Capture and immediately act on the voice of the customer with timely and relevant feedback regarding their service experience using a pre-configured survey
• Utilize reports that will enable you to take actions to improve quality and responsiveness of your organization
• Easily create ad-hoc surveys to gather information from customers important to your business

Effectively communicate with customers

• Quickly and cost-efficiently create relevant communications for consumers without generating offensive SPAM. Leverage your knowledge of each consumer to tailor communications based on the products they own, the problems they've had, or the opinions they've voiced.
• Create targeted and event-triggered communications such as:
  -Tailored newsletters
  -Special product promotions
  -Product alerts around new offerings and/or updates

Improve operations based on real-time reporting

• Leverage standard and custom reports based on industry best practices to ensure you have the pulse on the key items that drive your business

Pre-Packaged ServicesTailored Professional Services

• Up to 80 hours of professional services for consulting and technical services to be used within 12 months of purchase. This can include customization of your customer/end-user interface, additional surveys, and reports.

Project Management

• A remote project manager to coordinate efforts and work directly with the customer on managing and using the professional service hours.

Product Training

• A full day of remote product overview training to help your team get up and running quickly.

Online Training

• Direct access to RightNow's Online Learning Center. Content includes role-based workshops, self-paced learning courses, learning tools, and recorded web training sessions.

Data Imports

• Import of up to two data elements such as contacts, answers, organizations or products.

Upgrade Support

• Support to upgrades of subsequent releases of RightNow.

Single Customer Sign-On

• Pass-Through Authentication, providing the ability to pass customer login information from a web page to our database.

Product Optimization

• Remote review of your deployment up to two times per year and make industry-specific best practice recommendations to optimize your deployment and realize additional benefits.

Software as a Service (Saas) Delivery Model

• Hosting and management of your application so you achieve faster time-to-benefit and lower cost of ownership, while mitigating risk.

Contact your account manager for more information.

"RightNow has proven to be the optimal solution for our very challenging business objectives. It has rapidly enabled us to meet our ambitious goals for both our customers' quality-of-experience and the efficiency of our support processes." -Mike Nikzad, VP Customer Relations, Iomega Corporation

Benefits

• Deploy a multi-channel customer experience solution
• Present relevant information to consumers as they research your products
• Improve operational efficiency supporting customers after they buy your product
• Capture high-value customer insight to improve products and operations