RightNowhas enhanced itson-demand customer relationship management
systemfor online retailers.
New enhancements to RightNow Retail include RightNow Chat to
help retailers improve conversion rates and reduce the number of
abandoned shopping carts.
With RightNow Chat, retailers are able to engage one-to-one with
consumers in real-time via live chat customer service software, and
provide an instant, knowledgeable service, said RightNow.
In addition, the Voice of the Customer feature empowers
retailers to capture and measure customer feedback, typically using
customer service survey software.
The RightNow Retail system includes several new customer surveys
that allow retailers to listen to their customers throughout the
entire purchase process.
Any survey returned with negative comments can be immediately
routed to an appropriate agent or manager who can view the customer
history and take action.
