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.