Financial Services

More than 125 financial services institutions such as American Express, Banknorth Group, Jackson Hewitt, Navy Federal Credit Union, and Western Union use RightNow’s financial services solutions, to deliver great customer experiences across the web, social, and contact center touchpoints. These critical frontlines are where customers are won and lost every day.

RightNow's Financial Services Solutions Build Loyalty

RightNow’s financial services solutions will help you acquire and retain clients in the face of heightened competition, commoditized offerings, and cost/budget constraints.

Improve Customer Care

• Deliver a single, seamless conversation with clients across all communication channels–phone, online, email, web, chat, social media, or in person.
• Monitor, respond, and protect brand in the social media “cloud”
• Empower agents with complete visibility of past client interactions
• Provide immediate access to the information required to help each client
• Gather customer feedback and take immediate action
• Support outsourcers, blended agents, and at-home agents with one application across all support organizations

Increase Revenues

• Cross-sell and up-sell members/clients based on their interests
• Provide critical information during the online purchasing journey such as interest rates, terms and service charges
• Increase online conversions through live chat and co-browse
• Grow institution and online traffic through segmented email communications

Drive Efficiency

• Reduce inbound emails by 30 – 70%
• Reduce or automate incoming calls by 10 – 30%
• Reduce phone call durations
• Reduce incident escalations
• Reducing new agent/staff training time