Right Now Technologies, a company that develops customer relationship management (CRM) software, has released three new voice tools orchestrated to help companies gather customer feedback and efficiently engage with customers via phone, based on the customer's time frame, not the company's.
The three new tools are: Web Click-To-Call Back, Voice Caller Information Delivery, and Voice Outbound Survey. According to RightNow, by quickly providing customers with a wide range of content and self-service options, these voice-driven applications are meant to offer organizations superior customer experiences, while reducing operating costs.
With the Web Click-To-Call Back tool, customers visiting a company's web site can request that a representative contact them by phone, provide a call back number, request specific times for calls, submit questions and describe problems. Customers are automatically informed of when to expect a call, which, according to RightNow, is most often, immediately. The tool forwards customer information to the appropriate contact center agent who can then prepare to address customers' needs before phoning them.
With RightNow's Voice Caller Information Delivery tool, customers using voice-automated self-service can opt to speak with a contact center agent, who is immediately provided with all of the information the customer has previously shared, eliminating the need for customers to repeat themselves. RightNow's Voice Caller Information Delivery aims to eliminate the potential for this aggravation by providing immediate assistance and ensuring that agents have all relevant customer information.
RightNow's Voice Outbound Survey tool is designed to enable companies to create questionnaires and automatically call customers to solicit feedback about recent interactions such as service visits or support calls. According to RightNow, it can be customized to support any type of survey. It can also trigger actions, such as a callback if a customer wants to make a purchase or needs help resolving a problem. By quickly responding to customers, companies can optimize selling opportunities and minimize customer dissatisfaction.
These new applications are available under RightNow's software-as-a-service (SaaS) delivery model, which is structured to allow companies to implement them quickly, without having to make extensive investments in computing or telephony infrastructure.
