For companies looking to meet the high service expectations of their customers, RightNow CX (Customer Experience) ensures that each and every customer is valued and supported. The customer experience suite gives businesses the tools needed to deliver great experiences that not only build and maintain loyalty but drive revenue.
RightNow Technologies Inc. provides expansive customer experience applications across the entire stage of each customer's journey: the Internet, contact centers and social networks. It's an ideal fit for companies with dense consumer networks in a variety of industries, including retail, travel and entertainment, the public sector and online services.
Many customers use the web constantly: for work, research, entertainment and more. Right Now Web Experience gives a company's consumers a supportive, branded online experience from a computer or smart phone, providing anytime access to conduct research, resolve issues and purchase goods and services. Today's consumers are also constantly on the go - they are just as likely to visit your site on their smartphone as they are a desktop computer. This system optimizes services for myriad smart devices to provide a consistent web experience.
With RightNow Software's Social Experience, businesses can monitor and respond to feedback from customers on the social media channels, as well as integrating social media into the company's brand strategy, an important tool in today's market to increase customer satisfaction and build loyalty.
The Right Now software ensures that both customers and agents find what they need right away. With features like Voice Experience Management, the system identifies, sorts and routes callers to the right resource so that each experience is personal and professional.
All of this comprehensive functionality is available anywhere, anytime because the system is built in the cloud, while still providing a scalable, secure and reliable solution. This product is a good alternative to other Netsuite Competitors. Oracle voted to acquire the company in 2011 as part of efforts to expand further into the cloud-based solutions market. The union combined Oracle's marketing, sales, search, BI and Ecommerce functionality to the unified customer experience management process.
Mark from Oncor
This product is easy to work with for what it does as a Contact Management System. The user is empowered to make the product fit their needs down to customizing capabilities that are typically 'for cost' services done by the vendor.
There are some email management limitations that I would like to see improved, such as multiple contacts per incident. We have been a customer of RightNow way before the Oracle acquisition; since Oracle taking over, there are multiple layers of red tape that did not previously exist, in addition to discontinuing the valuable developers conferences.
If contact management is something of value, especially where products and services are concerned, I highly recommend looking into this application. As Cloud Services are ever increasing in the future, this vendor has a complete and full understanding of this functionality.
Tony from NetApp
Specialty: Software / IT
It has an easy to use interface. It helps keep everything organized with you and your customers.
The only thing I didn't like was the time it took to load the application.
I would definitely recommend trying RightNow to manage tickets and the knowledge base articles with your support organization.