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RightNow CRM 6.0
Easy and Quickly Implemented Cross-Channel Support for Problem Diagnosis, Reporting, and Resolution
December 16, 2004
By: Mitchell kramer
 
Executive Summary: 
RightNow CRM is a product suite that can help you support problem diagnosis, reporting, and resolution activities in the use and maintain phases of the customer lifecycle across the Web and contact center touchpoints. The customer experience that you can deliver with the suite consists of presenting Web content for customers and CSRs to navigate and search, and organizing the sequence of customers’ steps to answer questions and solve problems into an automated, rules-based process. This is a well-proven and widely used product suite that has been on the market for several years and is offered as both a licensed software product and a hosted service. This report evaluates RightNow CRM against our evaluation framework for cross-channel, cross-lifecycle customer service.


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Pages: 29
Format: PDF
License: Single User
 
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