Support Community

Help Customers Help Each Other

RightNow Support Community is a rich, flexible social environment designed specifically for cost-effective peer-to-peer support and lifelong customer loyalty.



Business Challenges

  • Customers demand fast, personal, consistent service across channels
  • Support costs escalate as customer expectations rise
  • Customer complaints can reach thousands of people within minutes

Solution

RightNow Support Community gives customers the opportunity to help you deliver exceptional support. By allowing them to ask questions and find answers in an online community, you can make customers feel valued without adding a single call or email to your contact center’s workload. In the process, your customers’ contributions will turn them into loyal community experts and generate reusable content for your knowledge base.

Blackboard Logo “After an extensive search, RightNow was the only provider to give us the flexibility we needed to support all of our different audiences with varying levels of access. Our new community site, Blackboard Connections, supports a diverse and growing community of nearly 80 user groups worldwide.”

- Jan Poston Day, Senior Director of Client Engagement, Blackboard

Rich Online Community Forums For Integrated Support

Our forums deliver a seamless and intuitive experience, so customers can get the help they need.

  • Discussion forums allow customers to talk about your products and services, share tips, and answer each other's questions
  • Q&A pairs let customers pose questions to the online customer community and then mark the best answer—with escalation to your contact center if needed
  • Resource library keeps a searchable repository of useful information, including both company and user-generated content
  • Powerful reputation engine rewards customer participation and expertise
  • Extensive integration with RightNow CX, including incident escalation, syndicated widgets, single sign-on, and a socialized knowledge foundation
  • Leverages RightNow Engage for customer insights and proactive, relevant customer communication and surveys that build loyalty and drive revenue
  • Built on RightNow CX Cloud Platform, infusing knowledge across the social experience and providing integration and extensibility

Deliver Exceptional Support With Online Community Forums

RightNow Support Community’s forums can help you live up to customers’ rising expectations by helping you:

  • Deflect costly support calls and email, increasing zero-contact resolution
  • Proactively identify and address issues before they affect the support center
  • Improve the customer experience with peer-to-peer support
  • Source user product reviews and improve word-of-mouth marketing
  • Build openness and collaboration into your brand
  • Deliver accurate, consistent answers on your website, in your community, or through contact center agents

  • White Paper: Customer Service Meets Social Media

    As big a game changer as social media is, all the basics for providing service still apply. You’ll have to adapt to not owning the channels you use for service and redefine your guidelines for engagement.


  • Data Sheet: RightNow Support Community

    Give your customers a voice, and turn your support center into an opportunity center. RightNow Support Community lets customers help each other, reducing the load on your call center while building loyalty for your brand.




JavaScript must be enabled to view this tabbed content.

View

Social Experience Overview

Provide your customers with proactive support through social channels.