Our Customer Relationship Management capability, RightNow, integrates a single self-learning knowledge base across all its customer communication channels. It delivers on the promise of dramatically reducing support costs, while improving the quality of service, through;

• Sophisticated Self-Service
• Intelligent E-mail Response Management
• Robust Live Chat and Collaboration
• Call Management and Location Mapping
• Routing

Your customers receive immediate, consistent and personalised service.

Features and Benefits

Knowledge Based Self-Service
RightNow allows Customers to choose the most comfortable self-service path for them. It predicts what information customers desire and leads them to that information by clustering and matching suggested solutions, enhancing their ability to effectively find information. Customers with issues and unique questions can be escalated to email or live assistance via live chat and collaboration. Resulting interactions are captured in the knowledge base for future inquiries, ensuring it remains customer-driven and up-to-date.

Email Response Management
RightNow's email response management system scans your incoming emails and provides automatic replies to customers, containing links to answers within the knowledge base. RightNow also assists with new or unique issues by automatically suggesting possible answers based on the content of the inquiry. RightNow's technology can even detect the emotional context of the email or inbound inquiry and routes it accordingly.

Call Management
RightNow has a unique customer service solution that leverages the power of one central knowledge base to manage all information, inquiries and customer history. The solution is web-based so it can be accessed anywhere, anytime and the unified knowledge base supports your service organisation through case management, call tracking, self-service, email management, live chat and collaboration and service analytics.

Live Chat
RightNow Live offers advanced technology in live chat interaction, including web collaboration capabilities, session monitoring and telephone call-back. Through collaboration, agents help guide web visitors through a web form, complete a purchase or answer questions. RightNow Live session monitoring allows managers to monitor sessions between their support agents and customers and to assist when necessary.

Knowledge Management Software
RightNow is designed around the customer, RightNow's knowledge base completely integrates across all communication channels resulting in customers and agents accessing information whether they use self-service, email, live chat or the phone.

Click here to download a copy of our RightNow solution sheet.