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Total Customer Experience

Collating the internal business processes with the channels such as web, social and contact center which the customers use to interact can help deliver excellent customer experience.

Business Challenges

  • It's difficult for customers to find relevant answers as the self service is not connected to the email or agent
  • There is inconsistency in customer experience caused due to agent turnover and time spent on training
  • Difficulty in viewing the entire customer interaction history across channels
  • Resolution time of an incident has increased as agents find it difficult to look for information on multiple systems


RightNow's customer experience application which has RightNow Service integrated with RightNow Marketing, RightNow Feedback, RightNow Sales and RightNow Analytics helps build loyalty and drive revenue by communicating the right message to the right person at the right time across all touch points.


Customer-Centric Approach

The customer experience suite in RightNow CX keeps the customer at the center of the experience and helps in effective resolution of customer issues across all customer support channels, thus creating a comprehensive approach to a great customer experience.

  • Collating the external channels such as web, social and contact center with the internal horizontal business processes
  • Increasing the efficiency and automating the tasks by flexible yet powerful business rules
  • To deliver quick and consistent experience irrespective of the agent involved in the model service best practices
  • It is entirely integrated with the RightNow CX solution
  • Helps to build loyalty and drive revenue by providing customer insights and delivering relevant customer communication
  • Spreading knowledge across the CX solution as it is built on RightNow CX Cloud Platform and subsequently providing integration and extensibility

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