RIGHTNOW® RETAIL

Whether you're a traditional retailer with an online presence or an internet-only retailer, your customers have more choices and higher expectations than ever before. They are looking for a great experience every time they engage with you. Our solution offers choice and knowledge, from need to post-purchase support, to keep the customer engaged while transitioning throughout the entire purchase process.

RightNow Retail Industry Solution

The RightNow Retail industry solution combines our award-winning software, business processes, best practices, professional services, support, and hosting in a package that is pre-configured for retailers. RightNow Retail includes preconfigured processes and best practices in customer service, analytics, and feedback. Based on the RightNow Enterprise Desktop, the Retail solution includes access to service, sales, marketing, feedback, and analytics.

Pre-Configured Functionality

Multi-Channel Solution

Provide immediate, consistent answers to questions across multiple channels, and touchpoints

• Common pre-populated knowledge content access at every channel

Lifecycle Enrollment Management

Enter, update, and track all relevant constituent information in one place.

• Simple to assign tasks to others, schedule appointments and events, and maintain complete history of all activities
• Supports multiple recruitment strategies, processes, and methodologies
• Automatically assigns tasks to counselors based on recruitment stage

Incident/Case Management

Easily capture, track, and respond to incoming constituent inquiries across channels.

• Pre-configured custom fields, views, statuses, and rules based on implementation best practices

Web Self-Service

Provide immediate and accurate answers to customer questions online.

• Empower institutes to serve themselves 24x7
• Self-learning, predictive, requires minimal knowledge maintenance

Embedded Knowledge Base

Empower frontline employees with access to critical customer and company information to ensure immediate resolution.

Customer Surveys

Capture the voice of the customer to improve quality and responsiveness of your organization. Initiate, capture, and act on relevant feedback inquiries including:

• Customer satisfaction
• Registration experience
• Loyalty tracking
• General feedback surveys

Reports and Dashboards

Standard and pre-built custom reports for Retail ensure you have the pulse on the key items that drive your business.

Pre-Packaged Services

Tailored Professional Services

RightNow will provide 80 hours of professional services for consulting, training, or technical services to be used within 12 months of purchase. This can include the fine-tuning of the implementation to your specific processes, customization of the customer-facing service web pages, or post-implementation best practices consulting.

Project Management

RightNow will assign a remote project manager to coordinate efforts and work directly with the customer on managing and using the above hours of professional services.

Product Training

RightNow will deliver 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

RightNow will import up to two of the data elements including contacts, organizations, opportunities, tasks, products catalog, or answers.

Upgrade Support

RightNow will migrate customizations on your behalf for the RMA link, webforms, and product registration.

Single Customer Sign-In

RightNow's Pass Through Authentication provides the ability to pass customer login information from a web page to our database.

Product Optimization

RightNow will remotely review your deployment up to two times per year and make industry-specific best practice recommendations to optimize your deployment and realize additional results.

Software as a Service (SaaS) Delivery Model

RightNow hosts and manages the application so you achieve faster time to benefit and lower cost of ownership, while mitigating risk.

Additional Recommended Functionality

Order and Shipping Status

Provide easy access to real-time order status over the phone.

• Voice self-service with speech recognition
• High accuracy and resolution rates

Voice Contact Management

• One number routing provides intelligent routing to connect customers to the right person the first time.
• Caller information delivery provides a screen pop of caller information should they request to be transferred to a live agent.
• Contact management queries customers to determine their identity be matching them to an existing record or creating a new contact record.
• Incident management allows incoming inquiries to be captured, routed, and handled easily.

Web Click-to-Callback

Allows customers to indicate online that they would like to be called back at a specified time to resolve a specific issue.

Location Management

Directs customers and drives revenues by providing customers with detailed information to make purchases or obtain service.

Chat

Open up a popular channel with your customers and help them complete online purchases with chat.

"With RightNow, we can better serve our customers regardless of how they contact us. For a company that values customer service above all, those capabilities are indispensable-especially as use of online channels continues to grow." -Cabela's

Benefits

• Deliver superior constituent experiences across all channels
• Set your business apart from your competitors
• Take advantage of embedded industry best practices
• Ensure a rapid, well-aligned deployment
• Deliver immediate and tangible results