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Web Self-Service

Web Self-Service
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Web Self-Service

Help Customers Help Themselves

Business Challenges

  • Increasing calls in the customer support centre is driving up costs and putting additional pressure on agents
  • Call hold time, call length and inconsistent communication increases frustration amongst customers
  • With the increase in contact centre budget, pressure on operations team surges to do more with less

Solution

The customer web self — service module of RightNow CX (CRM) software enables customers to find answers and information anytime, anywhere without the support of customer service agent. Also, whenever a customer interacts with the company's website or asks a question, the knowledge base in the solution is updated making the answer/information readily available for the next customer interaction

The customer web self-service module also comes with the latest artificial intelligence technology which enables the tool to "learn" the information searched by customers and apply the same insight to ensure whatever is searched is found. Also, if the customer is unable to find the solution he can touch base with the agent via email, phone or chat.

 

  • Build a Customer Portal and components including maps and flash demo and integrate with your branding guidelines
  • Support interaction through smartphones and other devices
  • Enable Guided Assistance to provide support to customers allowing them to find right answers to their questions
  • Give customers possible solutions to a question or issue based on the current session, history or the keywords in an incident's discussion thread with Smart Assistant
  • A self-learning knowledgebase makes visible the most popular answers on the customer portal and also suggest related answers before a question is submitted
  • Allows Google and Yahoo search engines to crawl the content making it easy for customers to find answers via these search engines
  • Displays knowledge at relevant pages and section through Syndicated Knowledge Widget
  • Allows customers to give feedback on the answers provided. The knowledgebase learns from the feedback and ranks the answers accordingly
  • Supports 33 languages including Unicode

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