Business Challenges

• Inability to access real-time information for insight into current operations and performance
• Lack of consolidated insights spanning all customer touchpoints and interactions
• Proactively identifying problems and exception conditions which require immediate action

Solution

RightNow Analytics provides more than 700 role-based standard CX Analytics reports and dashboards to help you measure your most critical performance metrics and quickly respond to changing business conditions. You can easily customize any pre-built analytic as needed to tailor it to your business needs.

In addition to RightNow’s operational Analytics, RightNow Enterprise Analytics offers advanced managerial analytics and data warehousing capabilities to provide you a complete business intelligence solution.

"With RightNow's solution, we're finding that coaching our staff on handling inquiries is simplified. Previously it was difficult to accurately assess the performance of our staff in handling email enquiries from customers. Now we have the capability to review how they are responding to customers, identify knowledge gaps, or how they can improve the tone of their responses and even measure staff productivity and effectiveness. This aspect of RightNow is valuable to us, as it means we can continue to find ways of improving the service that we offer our customers. This will improve customer satisfaction over the longer term."

- Yvonne Lim, E-Product Manager-Commercial, Air New Zealand