Customer Experience Strategies
Design seamless customer experiences
Designing a seamless experience is one of RightNow’s 8 steps to great customer experiences.
Customers Want To Explain Themselves Only Once
Do your customers have to act as the glue between the different departments in your organization? If so, you have a great opportunity to improve the customer experience you are providing. For many organizations, customers interact with different departments for different reasons. They shouldn’t need to be concerned with the inner-workings of your company; they just want their problem solved.
Provide Transparent Cross-Departmental Experiences
To provide great customer experiences, customer issues need to transition smoothly among departments, functions, and people, with RightNow's multi-channel call center CX software. Seamless hand-offs need to occur between departments during the transition. Our multi-channel call center CX software helps create a satisfying customer experience, and also instills confidence to the customer that the company is coordinated, and truly interested in resolving the issue correctly.
Many people have fallen victim to poor transitions between departments to resolve an issue. At best, it entails repeating the same information over and over. At worst, the customer has to figure out the transition path themselves—maybe looking up numbers or calling the same number time after time and getting nowhere. So what can you do?
Multi-Channel Call Center CX Software Provides A 360 Degree View Of The Customer
Multi-channel call center customer experience software with a single knowledge base, that is shared across departments, combined with the right workflow to access it, provides everyone with a 360 view of the customer. RightNow's multi-channel call center CX software empowers our clients to deliver business processes which seamlessly transition the customer through several departments smoothly and transparently.
Johanna Muller, RightNow client Nine West's VP of Retail Operations says “One of the biggest potential threats to the brand experience is the unknown issue that silently erodes customer satisfaction without your realizing it. With RightNow, we don’t have to worry about that—because we have such extensive visibility into our customers’ preferences and concerns.”
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Related Information
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Article: Eight steps to superior customer experiences
RightNow’s eight steps to superior customer experiences can help you accomplish this while reducing costs at the same time.
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Video: 8 Steps to Improve Customer Experiences Video
This video features RightNow CEO and founder Greg Gianforte presenting RightNow’s 8 Steps to Improve Customer Experiences.
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Video: 8 Steps to Great Customer Experiences: the Customer’s Perspective Video
Listen to Electronic Arts, Shaklee, and various other RightNow clients talk about how RightNow's 8 Steps are helping them deliver superior customer experiences.
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Video: A RightNow® world: Real ROI Results Video
Hear Overstock.com, Nikon, drugstore.com, and CBS Interactive describe how RightNow solutions provided them immediate ROI with reduced email response time and call handle time.
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White Paper: The 6 Laws of Customer Experience
There are huge opportunities to rethink how we deal with customers. This ebook offers six laws you can’t afford to break if you want to take advantage of the new customer dynamic.
Greg Gianforte