Feedback Brochure

Giving customers what they want requires knowing exactly what it is.
That's why you need RightNow.

To deliver a great customer experience, you have to meet or exceed your customers' expectations. But what are those expectations? How well do your customers think you're doing already? And where do they think you're most in need of improvement?

Unify all of your organization's customer service survey software programs into a single enterprise feedback management solution supporting a comprehensive feedback strategy. Customer service web survey software can target diverse internal and external audiences for broad purposes-such as improving business processes, ensuring quality compliance, understanding employee satisfaction and improving customer loyalty. With RightNow, you can:

• Find out what customers think about the way you market, sell and service them
• Reduce the cost and complexity of executing customer satisfaction surveys
• Proactively gather market intelligence to support or modify critical business decisions
• Measure whether investments actually improve customers' perceptions
• Capture individual customer feedback using customer service call tracking software that automatically ties their record into their single customer record

Essential Capabilities

Multiple feedback capture techniques
RightNow allows you to solicit customer satisfaction surveys in a variety of ways-via email, phone or the web. You can target a specific group, poll random "nth" customers or use customer service call tracking software to get feedback immediately following events such as help-desk calls, newsletter mailings or service incidents.

Flexible, intuitive survey design
RightNow's intuitive design tools allow business users to create attractive, multi-page, easy-to-follow surveys that can include several types of responses and question branching. A wizard-like user interface makes the process of designing customer satisfaction surveys extremely intuitive.

Effective audience management
With RightNow, you can create new survey audience segments, re-use existing lists and honor opt-out/opt-in requests. Recency and frequency analysis of prior outbound communications keeps customers loyal by preventing them from being over-surveyed.

Collaborative customer satisfaction survey design and approval
RightNow enables your team to proof test surveys internally and gain required approvals before sending anything out to customers.

Complete delivery control options
RightNow lets you execute your satisfaction surveys immediately, schedule service surveys for a future date, or suspend them at any point during execution to make mid-course corrections.

Customer record integration
The customer record is a central repository for all survey feedback responses. When customers give you feedback in RightNow, their response is captured in their records-so marketers, salespeople and customer service reps will know about their preferences and potential issues.

Robust reporting and analysis
RightNow provides robust, graphical reporting and dashboard functionality so your team can fully understand and act on what your customers are saying as well as measure their satisfaction and loyalty.

RightNow gives you complete control to capture and integrate customer feedback anywhere and everywhere in the customer experience, making it easy to act on the voice of your customers across all frontline touch-points. By proactively communicating with your customers using web based customer relationship management from RightNow, you ultimately improve their experience and strengthen your relationship with them.

Satisfaction Survey Feedback and the Customer Experience

RightNow enables you to fully understand how customers feel about your company, products and services and then to act on that understanding immediately and accurately. Incident management software from RightNow also empowers you to identify and resolve customer issues while driving decisions about potential market opportunities. Ultimately, RightNow Feedback helps you continually improve the customer experience you provide, leading to continued growth and profitability for your organization.

"With RightNow, we have much greater visibility into the day-to-day issues on our customers' minds. By acting on this information, we have continuously improved the customer experience and can pinpoint new business opportunities." -Fandango

Benefits

• Act on feedback across all channels and touchpoints
• Execute effective customer satisfaction surveys quickly and cost-effectively
• Monitor historical and overall trends in customer satisfaction
• Proactively pinpoint unhappy customers and the cause of their unhappiness with our incident management system
• Drive customer experience, loyalty and satisfaction while avoiding wasteful spending that weakens customer relationships