Empower Your Customers

Service Is Most Critical “Moment Of Truth”

When customers want help, they want it immediately. One of the best ways to drive a great experience is to empower your customers. By giving them web access to the same knowledge foundation that your agents use, and making it available 24/7, you provide them the answers they need quickly, whenever and wherever they need it. Plus, with more customers helping themselves to the information they need, your agents will have more time to help the customers that really need it. 

Increase Customer Satisfaction And Promote Collaboration With Customer Self-Service Software

A customer community can also enhance self-service offerings. Each customer brings different experiences to the table in the use of your product and service. Let your customers help each other. They offer unique, practical experiences the entire community can benefit from. Customer self-service software can improve your customer experience while reducing costs. RightNow clients typically see immediate reductions in costs and boosts in efficiency.

Chris Carmichael, technical editor at our client British Airways says “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. If we attach a value to that call we can estimate our return on investment.”

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