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Web Experience

Web Experience Is Key To Customer Satisfaction

Life is online across the board these days with social media, smartphones, and constant use of the web for work, entertainment, research, and more. Customers expect to reach you for support when and how they want to–on their terms. Can you support them with a multi-faceted online customer experience solution that is tailored to their needs?

Business Challenges

Customers can’t easily find the answers they need online
Support information on the web is old and out of date
Online answers to common questions are long and complex
Self-Service is not seamlessly connected to email or agent assisted channels
Little insight into customer intent

Solution

RightNow Web Experience gives your customers always available access to your organization with a feature rich, branded online customer experience solution from their desktop or smartphone. Web Experience allows your customers to serve themselves, receive online agent assistance or seamlessly transition to agent voice assisted channels based on their needs.

“RightNow transformed our website into a powerful, 24–hour–a–day information resource. That can be especially helpful to customers if it’s 8:00 p.m. on a Sunday night and they’re in the middle of replacing a faucet or a lock when they come to our site with a question.”

-Sharon Barnette-Itoga, Manager of Customer Support, Black & Decker HHI

Online Web Experience Solution Delivering Results

RightNow’s customer experience solution’s out-of-the-box functionality is delivered through Customer Portal supporting immediate time to value, and is extensible through the deployment of Intent Guide, Chat, Co–Browse, Guided Assistance, and Email Management applications to deliver long–term success. Accessiblity is also an important focus at RightNow and we are committed to helping you deliver accessible experiences to your consumers.

Intent Guide
Web Self-Service
Mobile
Chat
Co-Browse
Guided Assistance
Email Management
Web Experience Designer
Leverages RightNow Engage for feedback and customer communication
Built on RightNow CX Platform

Web Experience Increases Satisfaction, Reduce Costs

We provide a branded web experience that gives your customers reliable and consistent 24/7 access to self-service, or seamlessly transition to agent-assisted channels.

Delivered as a branded component of your existing online presence
Service optimized for smartphones and other intelligent devices
Customers seamlessly transition from web self-service to online agent assisted email, chat, and co-browse channels
Customer support and resources available when customers need it, day or night
Calls into the contact center decrease significantly
Organizational and community knowledge leveraged to provide customers with consistent, actionable responses to inquiries across the web experience
Delivers industry-leading relevancy rates for better customer experiences
Enables intelligent interactions for increased online conversions

Web Experience Increases Satisfaction, Reduce Costs

Report: Gartner's Magic Quadrant For Web Customer Service
RightNow has been positioned in the Leaders’ Quadrant in Gartner’s Magic Quadrant for Web Customer Service.
Video: Web Experience Overview
Learn how you can use self-service, community interaction, agent-assisted email, chat, and co-browse to provide your customers with online help when, where, and how they need it.
Guide: Web Experience Best Practices
Learn the major elements of a great web experience. Ensuring a positive web experience ensures customers interact with your brand in a way they find enjoyable and effective.
Data Sheet: RightNow Web Experience
Web Experience allows your customers to serve themselves, receive online agent assistance, or seamlessly transition to agent voice assisted channels based on their needs.