Customer Experience Strategies
Are you retaining or losing customers by providing a cross-channel customer experience?
“RightNow enables us to provide a consistently excellent experience for our customers across all of our communication channels. This excellence and efficiency is helping us grow our customer base, maintain our brand dominance, and optimize our operating margins.” Scott Ackerman, eHarmony’s vice president of customer care
Multi-Channel Choice
Everyone has their favorite channel. How customers communicate should be their choice—email, speaking or chatting with an agent, using web self-service or voice self-service, or browsing your forum. But whatever they decide, the information needs to be up-to-date and consistent across every channel. Don’t have resources in place to keep your knowledge base current? That’s where RightNow’s self-learning contact center software knowledge base can help. Customer and agent interactions with the knowledge base will keep it up-to-date.
"RightNow is a powerful solution for managing knowledge and making that knowledge immediately available to whoever needs it. It also takes a lot of pressure off of our staff, so they can provide the kind of caring, patient service that’s appropriate for our service and our brand.” Scott Ackerman
Smooth Operator
When a customer is routed to an agent, the transition must be smooth. The call should be routed to the agent that can best help, and the agent needs to know what happened before the transfer so the customer doesn’t have to repeat information. RightNow’s contact center software and its powerful IVR capabilities help get this done. The agent also needs to be aware of the customer’s interactions across all other channels, but should only be presented with the information they need to solve the issue at hand. RightNow's customer experience management software provides this through common customer records and contextual workspaces.
With these capabilities in place, your customers get consistently great treatment every time they interact—regardless of the channel they choose. This results in a superior customer experience that keeps customers coming back for more.
Related Information
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Flash Demo: RightNow Contact Center Flash Demo
View this contact center flash demo to learn how our on demand contact center solution provides powerful capabilities to help you engage proactively and efficiently with your customers.
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White Paper: Optimizing the Multi-Channel Agent Desktop
Learn the value of integrated agent visibility into multiple service channels.
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Video: Overstock.com Video: winning customer experiences
Learn why Overstock.com takes top honors by flipping its business model so customer care is the most important department, rather than the last one budgeted for.
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Webcast On Demand: 2009 Customer Experience Strategies from 2008 Winners
Join Ginger Conlon, Editor-in-Chief of 1to1 Media, and RightNow to learn from four 2008 Gartner & 1to1 Media winners: Nikon, Overstock, eHarmony and Marktplaats.nl and how to translate their best practices into 2009 success.
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Tool: I need to estimate my ROI
See how RightNow’s multi-channel SaaS CX products make financial sense for your business.
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Article: Is your contact center helping or hurting your customer experience?
Five reasons for why the contact center, and the agents that work the frontline, need to perform like well-oiled machines.
Greg Gianforte