Knowledge at the Point of Action: Six Ways to Make Sure Your Customers Love your Company.
Everyone knows that a great customer experience is critical. Exceptional customer experiences revolve around one central principle: knowledge at the point of action (KAPA). Learn how your marketing, customer service, and sales systems can work together to drive exceptional customer experiences.
Self-learning knowledge base
Without appropriate automation, knowledge bases can be time-consuming to develop and manage. They can also wind up out-of-date and poorly aligned with customers’ actual needs.
RightNow overcomes the shortcomings of conventional knowledge management with patented self-learning technology that helps you deliver a competitively differentiated customer experience.
Self-learning features include:
Continuous, AI-driven self-tuning
Using the latest advances in artificial intelligence, RightNow continuously “learns” how customers and contact center staff search for information and automatically applies that insight to make it easier and easier for them to find what they’re looking for.
Customer-driven content development
Because RightNow enables you to build content based on the questions your customers actually ask, the information you make available to them becomes more and more tightly aligned with their actual needs over time—allowing you to achieve extremely high self-service rates.
Update management
RightNow lets you stamp your content with a “freshness date,” so your subject-matter experts can periodically review it to ensure it’s still accurate and up-to-date.
Multiple language support
RightNow's knowledge base is currently available in 21 languages and dialects—so you can provide a great customer experience globally.
Multi-channel contact center
Customers communicate with you in a variety of ways. That’s why it’s essential to manage your interactions with customers across all communication channels in a unified manner. If you don’t, you’ll aggravate your customers by making them repeat themselves every time they use a different channel. And your contact center staff will waste a lot of time getting the same information from them over and over.
RightNow optimizes both customer satisfaction and contact center productivity by letting you maintain a single “conversation” with the customer, whether that conversation is conducted via phone, web, email, chat, in person—or any combination thereof.
RightNow delivers unified management of all your communication channels with:
Cross-channel customer contact histories
With RightNow, all of your interactions with each customer are logged on a single customer record—so contact center staff can view all of their previous contacts in order to provide personal and effective service.
Use of a single knowledge base across all channels
By enabling you to leverage a common knowledge foundation across all channels, RightNow ensures that your customers always receive consistent, accurate and up-to-date information—regardless of how they contact you or who handles their question.
Unrestricted insight into customers’ concerns and preferences
Because RightNow captures the customer “voice” across all channels, it provides more complete visibility into both your individual customers and your market as a whole.
Anytime/anywhere access
RightNow’s web-based architecture allows you to provide agents anywhere with access to your contact center environment—enabling in-house employees, outsourcers, and home-based workers around the world to operate as a single virtual team.