Customer Experience Strategies
Empower your customers
Empowering your customers is one of RightNow’s 8 steps to great customer experiences.
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, and make sure customers can always get what they need is to offer self-service, or access to your knowledge foundation, with RightNow's customer self-service software. By giving customers 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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Related Information
Scan the items below for the information you want next. You can place any of these items in your Briefcase, or click the link to read it immediately.
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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