RightNow

A cloud-based technology platform that empowers your charity to engage directly with your service users through great Social, Web and Contact Centre experiences.

The strengths of the RightNow CX platform are in creating efficiencies in service user support, communication and engagement by allowing people to help themselves to information in an easy to use and accessible way.

Online self-service combined with effective, integrated email and powerful marketing and feedback make RightNow a fully comprehensive support and communication tool.   It is the ideal tool to support online information, advice, guidance, counselling, to manage user’s support journeys and engage service users.

By using RightNow as a case management system as well as a support tool CABA can create a joined up support and communication solution streamlining the organisation’s business processes.

Key Functionality of the RightNow CX Technology Platform

  • Self-service Web Pages – Branded to fit your existing website and allowing users to access information for themselves and ask questions through a secure connection. Users can also keep track of their support and learning in their own personal pages. This allows you to catch  interested parties and people needing your help that might have otherwise slipped through the net. This can be configured for smart phone browsers and to slot into your organisation’s Facebook page as a secure support hub. This allows users to access your support on the move and from where they’re already supporting you.
  • Case-Management and Web-Phone IntegrationRightNow CX includes case-management functionality as standard. This allows staff and users to keep track of individual support no matter which channel the case originates from. This means that phone, email, chat and print & post for a user are all stored together in one place for each individual service user..
  • Data Capture – Web-forms which are very easy to create and brand and can be tailored to capture whatever information you may need on potential supporters and donors. These can then be used to trigger automated marketing campaigns and user journeys from within the system.
  • Feedback – Feedback and Survey functionality will allow you to easily create branded online surveys from simple Customer Satisfaction questionnaires to complex assessments. The interface makes this easy and intuitive and is quick to learn.
  • Analytics – The powerful in-built reporting suite means that you will be able to report on all interactions for the whole population served, segmented or on an individual user basis. Service, marketing, case management and feedback can all be reported on at these levels which is important for evidence particularly with the growing use of the Social ROI and other similar measures.
  • Marketing – RightNow has a built in marketing module which allows charities to create professional marketing emails and send to either a contact list, a segment of service users group or in response to individual users’ actions.
  • Campaigns & User Journeys – The campaign functionality allows you to automate email marketing campaigns to run in response to user behaviour so that the workload of administering to potential donors is markedly reduced. The tool can also be used to map out whole user support journeys without drain on CABA staff for repetitive or lower level interactions.
  • Cloud Monitor – This tool allows your service users to search for mentions of keywords e.g. charity helplines in the social media and to assess whether the mention is positive, negative or anywhere along the continuum using Smart Sense. The system then enables the user to respond directly from within RightNow and case-manage interaction as with all other channels.
  • Live chat – Service users can chat to advisers in real time over the web.
  • Integration and Data TransferRightNow is designed to integrate easily with existing systems. This can be by simple CSV upload, batch or real-time transfer using API.

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Case Study

Connect Assist heads ActionAid’s supporter care review

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