RightNow Solution
You keep customers by treating them right every time. You lose them by treating them badly just once.
That's why you need RightNow.
A consistently superior customer experience cultivates customer loyalty, strengthens your brand and protects your margins. It also turns your customers into advocates for your company. Plus, in today's hyper-competitive markets, it's not enough to have the best product or lowest price. To survive and thrive, you have to deliver a great customer experience as well.
RightNow's next-generation customer relationship management system uniquely empowers your company to consistently deliver this differentiated customer experience. It does this by enabling you to:
- Precisely design all of your frontline marketing, sales and service experiences across all communication channels from the customer point-of-view
- Consistently execute those designed experiences with maximum cost-efficiency
- Closely monitor your effectiveness to drive continuous improvement in quality and efficiency
RightNow's distinct ability to optimize the end-to-end customer experience is in part due to iKnow™ its multi-patented, self-learning knowledge foundation that applies leading-edge problem solving to the challenge of capturing knowledge and delivering it to employees, customers and business partners at the moment they need it-so you don't make people wait, give them bad information or miss an opportunity to meet a need. The result: happier customers, greater revenue and lower operating costs.
Another key component of Right Now is its Customer Experience Designer™, a graphical workflow tool allowing you and your team to rapidly conceptualize,esign and deliver customer experiences across people, departments, processes and organizational boundaries. This innovative tool ensures your company presents a seamless and pleasing view to your customers-as you gain a complete view of them.
RightNow solutions span the frontline departments touching your customers -Customer Service, Sales and Marketing - but most importantly, they address the specific customer experience needs of both your customers and your frontline employees. The frontline is where customer relationship management occurs, one experience at a time
Essential Capabilities
Unsurpassed multi-channel customer service and
support
As the acknowledged global leader in on-demand customer service and
support software, RightNow provides you with unmatched web
based CRM software and technology for responding to your
customers with excellence and efficiency across phone,
email,everage the rich insights gained from all of your
contact center interactions in order to make smarter decisions
about everything from marketing strategies to product design.
Results-boosting sales force automation
software
Salespeople who know their customers-and who follow proven best
practices-close more deals, more quickly and more predictably.
RightNow provides complete,ble sales automation software and sales
lead management tools to maximize team productivity and prevent bad
customer experiences from derailing potentially profitable long-term
relationships.
Powerful, flexiblie marketing automation solution
RightNow enables you to quickly and easily design,fective enterprise
marketing automation programs of all kinds-including targeted
marketing campaigns, personalized newsletters, event-driven promotions
and cross-sell/up-sell offers. Releveant, personalized communication
to customers and sales leads ensures you're adding value and enhancing
the overall customer experience.
Intelligent, proactive feedback management with customer service
survey software
With RightNow, you can keep your finger on the pulse of your customers
by proactively collecting feedback from them about their experiences
with your organization. This information empowers your organization
to act immediately to identify and resolve customer issues and improve
the customer experience you provide.
High-ROI voice applications- IVR Software
RightNow is the only vendor in the CRM marketplace to offer its own
native voice automation technologies as part of a total business
solution. These advanced IVR systems and applications provide a full
range of high-ROI functionality-including screen pops, IVR-based voice
self-service, status lookups, web click-to-callback and password
reset.
Enterprise-class marketing automation analytics
RightNow lets you proactively present real-time, actionable marketing,
sales, service and feedback information to better understand
customers, discover emerging market trends, measure operational
improvements and address performance shortfalls. Its drag-and-drop
customization features make it easy to create customized dashboards
for staff, managers and executives. Plus, you can readily import and
export data as required to synthesize and distribute business
intelligence wherever it's needed across your organization.
RightNow: Putting Principles into Practice
It's easy for a software company to talk about the customer experience. But only RightNow has established global credibility in this critical business discipline by actually practicing our philosophy. Our highly accountable, results-oriented engagement model has won us loyal customers and critical acclaim around the world. And our best practices expertise has been honed over the course of thousands of implementations. So when you sign on with RightNow, you'll not only be able to deliver a great customer experience-you'll benefit from one, too.
"We've never seen a company more committed to our success on an ongoing basis. RightNow is a very unique software company offering a lot to any organization that understands the importance of maintaining strong customer relationships in a highly competitive economy, where loyalty is something you have to earn one interaction at a time." -Ken Harris, CIO, Shaklee
Benefits
- Improved customer relationship through enhanced loyalty, retention and advocacy
- More effective customer acquisition
- Better insight into market trends and opportunities
- Stronger brand differentiation
- Reduced operating costs
- Ability to compete in global markets
