RightNow Technologies: Start with Service

I have bumped in to a few customers lately who were using RightNow. The company has a unique way to sell software that is classically used to manage sales funnels, leads, and everything pre-sale. The message RightNow wants you to hear is that selling starts with the customer. They assert that customers now have more power than ever before. They have unlimited choice of solutions and vendors, more ability to damage the a company’s brand if dissatisfied through social mediums. It is a new world out there and acquiring new customers is not the only factor a company should weave into its business planning cycles.

The RightNow CX Suite is made up of the following:

WebExperience

• Self Service – deliver on customer expectation that interactions, if they choose, can be delivered on line
• Mobile – deliver interaction channels across many devices
• Chat and Co-Browse – ability to instantiate chats by agent or customer and support co-browsing
• Email management – manage email communications though, web, social, sales, marketing, and other channels
• Web Experience Design – admin tools to support pillars above

RightNow Social Experience

• Support communities – customers supporting customers, user communities provide sense of connection
• Innovation Communities – framework for collecting ideas, feedback
• Cloud Monitoring – gather customer feedback from social media
• Social Experience and Design – admin tools to support the pillars above

RightNow Contact Center Experience

• Intelligenct Voice Automation – phone channel is integrated to the service experience
• Multi-channel Agent Desktop – guided interactions across multiple channels
• Contact Center Experience Design – admin tools to support pillars above