Customer Experience Strategies
Offer multi-channel choice
Providing multi-channel choice is one of RightNow’s 8 steps to great customer experiences.
Customers Expect Consistency Across Channels
Customers want options. No matter where they are, or what time it is, if you want to keep them happy, you need to be there when they want help. And you need to give quick, correct, and consistent answers regardless of the communication channel they choose—phone, web, social cloud, search, email, or chat.
Use Common Knowledge Foundation For Consistency And Efficiency
The best way to provide consistent information across channels is to share a common knowledge foundation among them, as part of your multi-channel customer experience management solution. Customers often jump between channels when trying to resolve an issue. A request that starts by searching your knowledge base may lead to a chat session, which could escalate to a call, and then be confirmed through email. Customers shouldn’t have to act as the glue between channels.
Leverage A Multi-Channel Customer Experience Management (CX) Solution
A multi-channel customer experience strategy can significantly reduce operating costs by “right channeling”, or guiding interactions to less expensive channels like self-service. But if you really want to meet customer expectations and minimize costs, you need to leverage a multi-channel customer relationship management solution which offers a true cross-channel approach that allows customers to move between channels seamlessly without losing context.
So let your customers make the call… whether it’s on the phone, via email, through search, on the web, in online chat sessions, or in the cloud.
Sharon Barnette-Itoga, RightNow client Black & Decker HHI Manager of Customer Support says "RightNow is a powerful contact center solution that enables us to cost-efficiently deliver great service to our customers via phone, email, and the web. By helping us sell more and spend less, it is having a significant impact on our bottom-line performance.”
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Related Information
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Article: Eight steps to superior customer experiences
RightNow’s eight steps to superior customer experiences can help you accomplish this while reducing costs at the same time.
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Video: 8 Steps to Improve Customer Experiences Video
This video features RightNow CEO and founder Greg Gianforte presenting RightNow’s 8 Steps to Improve Customer Experiences.
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Video: 8 Steps to Great Customer Experiences: the Customer’s Perspective Video
Listen to Electronic Arts, Shaklee, and various other RightNow clients talk about how RightNow's 8 Steps are helping them deliver superior customer experiences.
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Video: A RightNow® world: Real ROI Results Video
Hear Overstock.com, Nikon, drugstore.com, and CBS Interactive describe how RightNow solutions provided them immediate ROI with reduced email response time and call handle time.
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White Paper: The 6 Laws of Customer Experience
There are huge opportunities to rethink how we deal with customers. This ebook offers six laws you can’t afford to break if you want to take advantage of the new customer dynamic.
Greg Gianforte