Business Challenges

• An increasing number of calls into the contact center is bogging down agents and driving up costs
• Call length is increasing, frustrating customers, and eating into the budget
• Contact center budgetis being cut and there’s an initiative to do more with less

Solution

RightNow‘s web self-service solution empowers customers to easily find the information they need anywhere, any time, without the need for agent assistance. RightNow’s web self-service solution empowers your customers to help themselves. Plus, every time a customer interacts with a website or asks a question they dynamically add information to the knowledge base and making this information available for the next customer interaction.

RightNow‘s web self-service solution uses the latest artificial intelligence technology to “learn” how your customers search for information and applies that insight to ensure they find what they're looking for. If customers are unable to find the information they need, they can seamlessly transition to an agent assisted channel-email, chat, or phone.

“RightNow’s online self-service capabilities greatly enhance our online customer experience while dramatically reducing our contact center workloads. And, because it keeps getting more and more effective over time, it helps us scale our customer base without having to proportionally increase our operating costs.”

- Stormy Simon, Overstock.com Senior VP of Customer Care and Branding.