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I need to enable web self-service

You’ve come to the right place. RightNow is widely recognized as the global leader in web self-service.  It’s been our focus for over ten years. We can help you succeed by giving your customers the information they want—when they want it. It makes your customers happier and your life a lot easier. And it boosts your team’s productivity and reduces operating costs. Sounds too good to be true?  Read on to understand how thousands of RightNow clients achieved incredible results through effective self-service implementations. 

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Web self-service is just what it sounds like—customers empowered to find their own answers online. And RightNow®’s on demand CRM software solutions are truly multi-channel, so customers can browse your website for information, send an email, and still contact a service agent when necessary. If they’ve sent an email or started a service incident, your agents will be able to see that when they begin the call. And because your agents access the same knowledge base, you can be sure the answers from both agent and self-served questions are the same. That’s great customer experience management.

One of our favorite web self-service success stories comes from our client, iRobot.  They achieved a whopping 97 percent web self-service rate with a 30 percent reduction in phone calls to the contact center. This is true customer empowerment—and obviously true savings.  Based on initial successes with RightNow, iRobot plans to further expand its implementation, including deploying voice self-service to leverage its existing knowledge base, and multi-language support to provide even better worldwide customer care.

Increased Call and Email Volumes Getting You Down?

If you face rising email and call volumes, consider adding web self-service to your call center services. Your customers will appreciate finding their own answers at their convenience, and you’ll alleviate the crunch in the contact center. If you’re like many of our clients, your contact center is likely tasked with improving the customer experience and customer retention while driving down costs. And when the phone queue is shorter, call waiting times, and abandon rates drop. Reduced email volume means faster response times and more productive agents.

Our patented, self-learning knowledge foundation drives both customer self-service and agent-assisted interactions. That means consistent answers across channels. And because our hosted CRM products share a unified view into customer communication across channels—email, phone, live chat, and web—your agents will benefit from insight into the customer’s web self-service inquiry should they need to assist them. RightNow’s self-service solutions provide your customers the information they want—when they want it. It’s a fast, effective way to make a huge impact on your operations. Not all self-service solutions are created equally—you owe it to your customers and your operation to pick the best.

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    Our suite of on demand CRM software is made up of the three applications below.  Several industry solutions are also available. Find Out How

    • RightNow Service™

      RightNow Service is built around a self-learning knowledge base. It improves customer service through a multi-channel agent desktop that includes phone, chat, feedback, web self-service, and email management.

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      Our marketing automation application allows you to proactively communicate with your customers and fully tap the power of the web and email to enable personalized communications.

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      With thousands of successful client deployments under our belt, we took those industry-specific best practices and designed them into our solutions.

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      Many of our clients receive recognition for their customer experience initiatives from industry-related, and even sometimes unexpected, sources.

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    RightNow provides on demand customer relationship management (CRM) software that helps our clients provide great customer experiences across all customer interaction points while reducing operating costs. Find Out How