Product category:
CRM and contact management software
News Release from: RightNow | Subject: RightNow Chat
Edited by the Marketingservicestalk Editorial
Team on 25 June 2008
BT.com uses RightNow on demand CRM
BT Business is rolling out RightNow Chat to empower contact centre agents to instantly respond to customer queries via its BT Business' help and support website.
RightNow Chat can help improve contact centre productivity by enabling BT Business agents to serve several customers at a time through simultaneous chat sessions Agents will also be able to immediately respond to commonly asked questions by using hot-keys, which provide standard answers, freeing them from repeatedly typing similar responses
This article was originally published on Marketingservicestalk on 30 Jun 2008 at 8.00am (UK)
Related stories
Consumer attitudes during credit crunch
A RightNow-sponsored survey has revealed that 82 per cent of adults believe organisations need to listen and act on consumer feedback if they are to weather the credit crunch.
RightNow Technologies updates CRM product
RightNow Technologies has introduced RightNow November 07, the latest release of its enterprise-class, on demand customer relationship management (CRM) solution.
If needed, they can escalate queries to a team of specialist support agents.
If a customer has a complex issue, he or she can grant permission to an agent to remotely assist and share the customer's computer screen for instant incident resolution.
An alternative to self-serving via the web, emailing or calling into the contact centre, the chat facility provides an additional interaction channel for customers through which they can receive an instant response.
Also, during online interactions customers can continue with other tasks like making a phone call for example.
Once a chat session is completed, customers can print the conversation for future reference or ask for an email summary.
In addition the RightNow Chat feature will help BT Business to capture the voice of the customer by offering a short survey to customers on completion of a chat session.
Survey results will enable BT Business to make improvements to further enhance the overall customer experience.
"By adding RightNow Chat to our existing e-service channels we are offering BT Business broadband and email customers a popular way of communicating instantly with us," said Nick Witte-Vermeulen, Online Support Manager, BT Business.
"We can now provide multi-channel support for our broadband and email customers, so they can contact us via the channel they are most comfortable with.
"Initial feedback is very positive and customers comment they prefer it to the phone for certain types of enquiry, because they can multitask better.
"We also gather feedback on our service via chat, so we can strive to provide a better customer experience offering".
BT Business will also use RightNow to track the types of questions asked via chat and ensure that popular questions are always included in the self-service area of the BT.com site, which should reduce the number of repetitive questions coming into the contact centre, freeing agents to provide personalised assistance with more complex issues.
• RightNow: contact details and other news
• Email this article to a colleague
• Register for the free Marketingservicestalk email newsletter
• Marketingservicestalk Home Page
Search the Pro-Talk network of sites
