Empower Frontline Employees

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 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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