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RightNow Web Self-Service Data Sheet
 

RightNow Web Self-Service Data Sheet

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Quick, Easy, Consistent. Help Customers Help Themselves....

Quick, Easy, Consistent. Help Customers Help Themselves.

Web Self-Service enables consumers to find answers online from any device. The self-learning knowledge base improves with every customer interaction and provides deep and valuable insight into every customer or trends. Reduce abandonment. Lower support costs. Increase efficiencies. That’s as gratifying to your business as the customer experience you’re about to deliver.

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    RightNow Web Self-Service Data Sheet RightNow Web Self-Service Data Sheet Document Transcript

    • web self-serviceARE YOU FACING RISING EMAIL AND CALL VOLUMES? websites, and commercial search engines like Google andTasked with improving the customer experience while Yahoo. This not only makes information more readilydriving down costs? Consider web self-service. One of available to your customers, but also improves your searchour customers, iRobot, achieves a 97 percent web self- engine optimization (SEO).service rate—meaning that their customers are almost Smart Self-Servicealways able to find answers to their questions without Companies that want to deliver great customer experiencesthe need to talk to an agent. Not only does this lower need to make their knowledge base content accessible—ascosts to iRobot, it also provides a quick, hassle-free well as relevant and fresh. RightNow’s patented approachcustomer experience 24/7. automatically predicts questions and presents answers. TheService is the Brand knowledge base is also accessible through keyword search,A reputation for excellent customer service differentiates your browse, and decision tree search. As customers use thebrand and drives revenue. RightNow can help transform knowledge base and submit their questions, new or uniqueyour online self-service into a highly interactive, branded issues are identified and added to the knowledge base forcustomer experience. RightNow Web Self-Service pushes the benefit of other customers and your agents. The answersrelevant knowledge out to where your customers need it, presented to customers are organized dynamically, based onand harnesses external Web 2.0 knowledge assets that your their usefulness and effectiveness.customers are using to make decisions. The approach automatically ensures the most relevantStart with Customer Portal and timely information is presented first, removing a levelAt the core of RightNow Web Self-Service is the Customer of maintenance in the knowledge base. This patentedPortal, which delivers out-of-the-box best practices for technology is one of the reasons why RightNow has won theweb self-service. You start with a standard template and Nucleus Research Technology ROI award five consecutiveset of widgets that you can use, then you use the power times.of Customer Portal to apply your branding and custom Benefitselements to deliver a branded, highly interactive online · Substantial contact center cost reductioncustomer experience. · Highly effective 24/7 self-serviceSelf-Service on a SmartPhone · Optimized visibility into customer issuesRightNow Web Self-Service template and knowledge · Improved customer experiencefoundation also works for devices that can access the mobileweb. It leverages the capabilities and interaction patterns RightNow enables us to get the most value outof the latest generation of mobile devices, such as touch of every communication channel and everyscreens. By using RightNow Web Self-Service, companies contact center agent. It provides a complete, well-can streamline the delivery and maintenance of a customer automated environment for getting customers theservice site delivered across numerous devices and devicetypes. information they need, when they need it—whileGet in Front of Your Customers When They’re Making at the same time providing us with rich insight weDecisions need to ensure that all of our business decisionsRightNow enables you to “syndicate” the content of your are truly customer-driven.knowledge base to pages beyond the support section of yourwebsite, such as your product pages, reseller and partner — Maryellen Abreu, Director of Global Technical Support, iRobot©2010 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of www.rightnow.comRightNow Technologies Inc. All other trademarks are the property of their respective owners. 1005
    • rightnow web self-serviceWEB SELF-SERVICE FEATURES Syndicated Knowledge WidgetCustomer Portal Provide relevant knowledge on any web page at the pointA template and set of widgets that allows you to easily create, your customers have questions—such as product pages,deploy, and modify a highly interactive, branded online check-out pages or even distributor and reseller sites. Thecustomer experience, including Web 2.0 information assets Syndicated Knowledge Widget is context sensitive, sosuch as video, Flash demos, and maps. knowledge content is automatically segmented to display only what is appropriate to the web page content and is easilyAny Device maintained and deployed without hard-coding to seamlesslyCustomer Portal provides interactive customer support across support dynamic content updates.multiple devices, from PCs to smartphones and any devicethat can access the mobile web. Answer Feedback Allows end-users to provide feedback on answers that don’tGuided Assistance completely answer their questions. An incident is thenIncreases rate of customer self-service by providing an created and can be quickly managed by agents.interactive guide to lead customers to the appropriate answeror resolution Web-Based Administration Easy-to-use administration tools and web-based interfaceIntelligent Knowledge Base make ongoing maintenance a snap.Integrated across communication channels and driven bycustomer interactions. Automatically learns and adapts to Securityensure content remains accurate and relevant. Knowledge Provide staff members with specific permissions, access, andbase answers are presented to customers in the form approval levels.of suggested solutions based on content analysis of the Globalizationcustomer’s inquiry. Global platform supporting deployment in 33 languages,RightNow Voice including Unicode.Phone access to knowledge base provides consistent answers FOR MORE INFORMATIONacross channels and addresses customer needs on the spotwithout involving a live agent. Please visit our website at www.rightnow.com or give us a call for more information.SmartAssistantProvides customers or agents possible solutions to a questionor issue based on the current session history or the keywordsin an incident’s discussion thread. RightNow RightNow RightNowIntelligent Auto-Response Experience Experience ExperienceFast, prepared email responses to commonly asked questions,reducing the number of inquiries agents handle. RightNowGoogle Integration (Sitemap Support) ENGAGESearch engines like Google and Yahoo can spider your public RightNowknowledge base content, enabling customers to find relevant CX CLOUD PLATFORMknowledge base answers through search engines.US Corporate Headquarters European Headquarters APAC Headquarters www.rightnow.comToll Free 1-877-363-5678 +44 1628 511900 +61 2 8198 1300+1-406-522-4200 Share This