Oracle RightNow Cloud Services

Oracle RightNow Cloud Services

• Cloud-based solutions for managing customer interactions.
• Features include web self-service, live chat, and co-browsing.
• Social monitoring and engagement tools for customer outreach.
• Tools for multi-channel contact center management.
• Proactive customer communication with feedback and analytics

Oracle RightNow Cloud Services

Oracle RightNow Cloud Services represent a comprehensive suite of tools tailored to address the diverse needs of modern businesses in managing customer interactions.

These cloud-based solutions focus on improving customer satisfaction, streamlining support workflows, and enabling seamless communication across multiple platforms.

By leveraging its robust features, businesses can create unified customer experiences that are both efficient and scalable.

Oracle RightNow Web Experience

The Oracle RightNow Web Experience offers businesses tools to create a seamless and engaging online customer journey. This service enables customers to research, make purchases, or resolve issues online through a variety of features:

• Web Self-Service: Allows customers to find answers and resolve problems independently with access to a robust knowledge base.
• Email Management: Streamlines email communications by organizing and automating responses to customer inquiries.
• Live Web Chat: Provides real-time support to customers, promptly addressing their questions.
• Co-Browsing: Enables customer service agents to interactively assist users by navigating the website together.
• Virtual Assistant: This service uses AI-driven tools to guide customers through common queries and tasks, reducing the need for live agent support.

Oracle RightNow Social Experience

The Oracle RightNow Social Experience integrates social media into the customer experience strategy. This service allows brands to engage with customers across social platforms while fostering a sense of community:

• Social Monitoring: Tracks customer sentiment and brand mentions across social media platforms, providing actionable insights.
• Social Engagement: Facilitates two-way communication with customers on social channels, building stronger relationships.
• Social Service: Addresses customer issues raised on social media, turning complaints into opportunities for resolution and satisfaction.
• Customer Community: Creates peer-to-peer forums where customers can share knowledge, ask questions, and resolve issues collaboratively.

Oracle RightNow Contact Center Experience

The Oracle RightNow Contact Center Experience delivers integrated tools to enhance customer interactions within contact centers. By unifying channels and workflows, this service supports efficient and effective customer service:

• Multi-Channel Interaction Management: Centralizes customer interactions from various channels, such as phone, email, chat, and social media.
• Guided Resolution: Provides agents with step-by-step guidance to resolve customer inquiries accurately and efficiently.
• Desktop Workflow: Simplifies agent tasks by streamlining processes and automating repetitive actions.
• Supervisor Desktop: Equips supervisors with real-time tools to monitor, manage, and optimize team performance.

Oracle RightNow Engage

Oracle RightNow Engage delivers proactive, personalized communication throughout the customer lifecycle. This service ensures timely and relevant messaging to improve customer relationships and engagement:

• Feedback Collection: Gathers customer insights to refine products and services and address pain points.
• Analytics and Reports: Offers detailed customer interactions, satisfaction, and operational performance metrics.
• Dynamic Agent Desktop: Provides agents with customizable tools and real-time data to personalize customer interactions.

Oracle RightNow Cloud Services provides businesses with powerful tools to improve customer interactions, manage multiple communication channels, and deliver exceptional service at every customer journey stage.

Read about the pros and cons of Oracle RightNow.

FAQ: Oracle RightNow Cloud Services

What are Oracle RightNow Cloud Services?
These are cloud-based solutions designed to improve customer interactions across web, social, and contact center channels.

How does the Web Experience help customers?
It offers self-service options, email management, live chat, co-browsing, and virtual assistants to facilitate smooth and effective online interactions.

What does the Social Experience include?
It includes tools for social monitoring, engagement, service, and customer communities for peer-to-peer support.

What is the purpose of the Contact Center Experience?
This service integrates multi-channel communication, guided resolutions, and workflow tools to improve contact center performance and reduce costs.

What features does Oracle RightNow Engage provide?
Engage delivers proactive communication using feedback tools, analytics, and dynamic agent desktops to personalize interactions.

Can Oracle RightNow manage multiple communication channels?
It supports email, chat, social media, phone, and web, allowing businesses to offer a seamless multi-channel experience.

What is co-browsing in Oracle RightNow?
Co-browsing lets agents assist customers interactively by sharing a browser session, helping resolve issues directly on the website.

How does Oracle RightNow handle social media?
It tracks brand mentions, monitors sentiment, and allows real-time engagement to address customer concerns or feedback.

What is guided resolution in the Contact Center Experience?
It provides agents with step-by-step instructions to handle customer inquiries accurately and quickly.

What is the role of analytics in Oracle RightNow?
Analytics provide insights into customer behavior, agent performance, and interaction trends, helping businesses make data-driven decisions.

How does the virtual assistant work?
The virtual assistant uses AI to guide customers through common queries, reducing the need for live agent support.

What industries can benefit from Oracle RightNow?
It is widely used in retail, finance, healthcare, and telecommunications to manage diverse customer needs.

Is Oracle RightNow customizable?
Businesses can customize workflows, dashboards, and portals to suit their unique operational needs.

Does Oracle RightNow support feedback collection?
It gathers customer feedback through surveys and other tools to refine services and improve satisfaction.

What sets Oracle RightNow apart from other CRM tools?
Its focus on multi-channel support, policy automation, and proactive communication makes it a robust solution for customer experience management.