Service Brochure

Great customer service is vital to providing a superior customer experience.
That's why you need RightNow

Your ability to retain valuable customers in a competitive marketplace is largely contingent upon the quality of the service and support of your customer relationship management system. If you provide excellent automated customer service, your customers will likely remain loyal to you and become advocates for your organization. If you don't, they'll be happy to take their business elsewhere.

At the same time, it's essential to control costs. So you must maximize staff productivity and implement effective self-service customer care wherever and whenever possible.

RightNow uniquely empowers your organization to cost-effectively deliver a competitively differentiated customer service experience with the industry's most complete and advanced multi-channel call center CRM solution. With call center CRM software from RightNow, you'll be able to:

• Answer all customer inquiries quickly, accurately and consistently by phone, email, web, chat or in person
• Significantly reduce contact call center workloads by offloading the maximum volume of interactions to web based CRM and voice self-service customer care channels
• Optimize productivity of first- and second-tier staff
• Proactively discover and address the incident management process in order to ensure customer retention
• Leverage all call center customer management service interactions across all channels to gain more actionable insight into customers and markets
• Grow revenue by generating leads with sales lead tracking software and capitalizing on cross-sell/up-sell opportunities

By seamlessly integrating customer service and support capabilities with sales and marketing functionality, RightNow ensures that you deliver a superb, competitively differentiated customer experience with every interaction-anytime, anywhere. Customers needing service or support will get quick, consistent resolution to their service issues at their convenience. The website, voice channels and service agents will be armed with everything they need to effectively deliver automated customer service, communicate proactively or to deal with any situation-from listening to resolving, nurturing and growing customer relationships.

Essential Customer Experience Capabilities:

A seamless multi-channel contact center with RightNow call tracking systems
RightNow gives you a single view of your customer across all channels-so you can rapidly resolve issues and avoid making customers re-explain their problems over and over. Our intelligent call center customer relationship management service delivers relevant, actionable information to both agents and customers just when they need it, improving first-contact resolution rates and creating a unified customer experience.

Super-effective web and voice self-service customer care
RightNow's search tools, enhanced with artificial intelligence, make it easy for customers to quickly pinpoint the exact piece of information they need-even as your knowledge base grows. With live chat customer service software, you can now automatically provide answers 24/7 on the web and over the phone while dramatically reducing your contact center workloads.

Patented self-learning knowledge base
RightNow enables you to build and maintain a highly complete, relevant and up-to-date knowledge base that provides your customers, contact center staff, outsourcers, and other business partners with all the information they need-right at their fingertips.

Streamlined B2C email response management
Work proactively, speed your response times and greatly improve the customer experience you provide. By leveraging the knowledge base content, you will provide customers with quick, clear, accurate answers. Detect potential customer issues for immediate attention and resolution.

Effective Incident Management
With our incident management system, provide quick and consistent agent-assisted service with highly customizable incident management and case management processes. Manage the customer-initiated incident process across every channel, easily research answers, and quickly provide targeted responses to delight even the most demanding customers. Turn each customer interaction into a growth opportunity through relevant up-selling and cross-selling to better serve customer needs and enhance their experience.

Convenient revenue-generating prompts
Empower your agents to detect and act upon pre-defined sales lead qualification and marketing opportunities by prompting them with personalized, relevant offers just when they need it with Offer Advisor™

Intuitive chat and collaboration tools
RightNow lets you assist customers and prospects while they're still on your website with easy-to-use integrated live chat customer service software and remote session control tools.

Fully-integrated customer relationship management system
Capture customer service survey feedback across all channels and quickly act on that feedback to turn customers into advocates. Seamlessly integrate and monitor customer satisfaction through the complete customer experience lifecycle.

Robust reporting and customizable dashboards
Track real-time performance and emerging trends with easily customized dashboards that provide you with complete insight into your agents, customers, business and a complete web based customer experience.

Integration with Enterprise Resource Planning, Return Merchandise Authorization, and other back-office systems
Empower your staff with access to web based CRM operational systems so they can resolve and manage customer incidents without leaving their RightNow desktop.

"RightNow promised that they would help us achieve our service goals, and they delivered. As a result, TD Banknorth continues to provide consistently exceptional service across all communication channels with extraordinary resource-efficiency." -TD Banknorth

Benefits

• Superior automated customer service across all communication channels
• Substantial contact call center cost reduction
• Highly effective 24/7 self-service customer care via web and phone
• Actionable insight into contact call center performance
• Optimized visibility into customer and market issues
• Increased revenue and sales lead generation