Ubiquitous Customer Satisfaction

Some customers still prefer to contact you by phone; others like email.  Some are fond of the speed of chat; others want to take matters into their own hands with voice and web self-services.  Of course, the customer is always right and with RightNow CX, their preferred contact channel is always available.  RightNow helps you deliver a consistent experience across all channels – phone, web, email, chat and social.  Consider speeding the time to customer satisfaction with a customer portal for rapid delivery of web self-service so customers find the right information at the right time.

How well do your agents deliver on your customer satisfaction promise once the customer reaches the contact center?  RightNow helps your agents deliver just the right information based on the customer interaction at hand. Dynamic Agent Desktop guides them with best practices.  Desktop Workflow steps them through business processes.  Guided Assistance directs them to knowledge base answers.  Agent Scripting helps them drive revenue.  These tools and many more help you help your agents to ensure customer satisfaction.

At the end of the day customer satisfaction is in the eye of the beholder, so be sure to ask your customers how you’re doing. RightNow Feedback helps you capture the voice of your customer across all interaction channels and RightNow Analytics gives you the insight to measure and analyze customer satisfaction.

Customer Satisfaction With eHarmony

RightNow clients consistently see customer satisfaction improvements. According to Scott Ackerman, eHarmony’s vice president of customer care, “RightNow enables us to provide a consistently excellent experience for our customers across all of our communication channels. This excellence and efficiency is helping us grow our customer base, maintain our brand dominance, and optimize our operating margins.”  

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Match.com Improves Customer Satisfaction

With RightNow, Match.com improves customer satisfaction scores for voice support by 11%.


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