Customer Experience Strategies
Empower frontline employees
Empowering frontline employees is one of RightNow’s 8 steps to delivering great customer experiences.
Customers Want Immediate Assistance And Resolution
Frontline employees serve as a gateway between your organization and your customers. When they need help, your customers expect immediate, accurate, and complete answers, and they expect your agents to be able to resolve their issues quickly. To continuously drive improvement, agents need access to knowledge that drives spot-on customer satisfaction. RightNow's multi-channel customer service software provides you with real-time access to needed information.
Increase Frontline Efficiency With Multi-Channel Customer Service Software
The more effectively you empower your frontline employees with knowledge, the better they can respond to your customers’ needs. Multi-channel customer service software gives them real-time access to information that can help them resolve specific interactions, a full view of the customer and any previous communications, and the ability to drive a seamless transition between channels or departments, with customer service software.
Smooth Transfers Across Departments And Channels
Multi-channel customer service software with the best agent desktops are designed to provide information in a way that ensures agents will use it, and that both agents and customers can have confidence in the information it provides. Too much information can make it difficult for agents to find what they need quickly. They don’t have to browse through endless amounts of information; you can filter, prioritize, and deliver it based on the need at hand.
Jonathan Davies, head of ecommerce at RightNow client Eurostar says “RightNow allows our agents to capture customer interactions enabling them to have a 360-degree view of all customer data and interaction history. This prevents frustrating situations for both the customer and the agent as the agent is able to see every customer interaction on screen immediately.”
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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