Empower customers to find answers online with web self-service. RightNow is truly a multi-channel solution, so customers can browse your website for information, send email, or contact a service agent. Agents access the same knowledge base, so the answers from both agent and self-served questions are the same.

“Usage uptake suggests that the web is becoming the preferred customer service channel and this is having a direct impact on reducing calls to agents. There’s a cost saving associated with this. We calculate that every 10 items viewed during a RightNow customer service session saves BA a call.” - Chris Carmichael, British Airways Technical Editor

Increased Call And Email Volumes Getting You Down?

Web self-service is your answer. Customers will appreciate helping themselves at their convenience, and you’ll alleviate the crunch in the contact center. Your contact center is likely tasked with improving customer experience while driving down costs. Web self-service reduces email volume, improves response times, and helps save money.

Our self-learning knowledge foundation drives both customer self-service and agent-assisted interactions. That means consistent answers across channels. And because our solutions shares a unified view into customer communication across channels, your agents will benefit from insight into previous web self-service inquiries. RightNow’s web self-service solution is a fast, effective way to make a huge impact on your operations. Not all web self-service solutions are created equally—you owe it to your customers and your operation to pick the best.