Web Experience

Web Experience Is Key To Customer Satisfaction

Life is online across the board these days with social media, smartphones, and constant use of the web for work, entertainment, research, and more. Customers expect to reach you for support when and how they want to–on their terms. Can you support them with a multi-faceted online customer experience solution?



Business Challenges

  • Customers can’t easily find the answers they need online
  • Support information on the web is old and out of date
  • Online answers to common questions are long and complex, confusing customers
  • Self-Service is not seamlessly connected to email or agent assisted channels

Solution

RightNow Web Experience gives your customers always available access to your organization with a feature rich, branded online customer experience solution from their desktop or smartphone. Web Experience allows your customers to serve themselves, receive online agent assistance or seamlessly transition to agent voice assisted channels based on their needs.

Black and Decker Logo “RightNow transformed our website into a powerful, 24-hour-a-day information resource. That can be especially helpful to customers if it’s 8:00 P.M. on a Sunday night and they’re in the middle of replacing a faucet or a lock when they come to our site with a question."

-Sharon Barnette-Itoga, Manager of Customer Support, Black & Decker HHI


Online Web Experience Solution Delivering Results

RightNow’s customer experience solution’s out-of-the-box functionality is delivered through Customer Portal supporting immediate time to value, and is extensible through the deployment of Chat, Co-Browse, Guided Assistance and Email Management applications to deliver long-term success. Accessiblity is also an important focus at RightNow and we are committed to helping you deliver accessible experiences to your consumers.


Web Experience Increases Satisfaction, Reduce Costs

Provide a branded web experience that gives your customers reliable and consistent 24/7 access to self-service, or seamlessly transition to agent-assisted channels.

  • Delivered as a branded component of your existing online presence
  • Service optimized for smartphones and other intelligent devices
  • Customers seamlessly transition from web self-service to online agent assisted email, chat, and co-browse channels
  • Customer support and resources provided when customers need it, day or night
  • Calls into your contact center significantly decreased
  • Organizational and community knowledge leveraged to provide customers with consistent, actionable responses to inquiries across the web experience



JavaScript must be enabled to view this tabbed content.

View

Web Experience Overview

Provide your customers with online help when, where, and how they need it.