Multi-Channel Choice

Everyone has their favorite channel, so it is important to provide a cross-channel customer experience. 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. 

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.