Oracle RightNow Tune-Ups

The purpose of the Tune-Up program is to help our clients achieve the greatest return on your investment by following best practices using the Oracle RightNow CX Cloud Services solutions. These Tune-Up packages contain guidelines that will help you achieve success with our web, social, marketing, and contact center software solutions. Each Tune-Up package consists of a best practice guide, used in conjunction with a scorecard checklist. Available Tune-Ups include:

 

Oracle RightNow Web Experience Design Tune-Up

Are your customers able to easily find the information they need over the web? This Tune-Up package contains our official guidelines for ensuring that your knowledge base is working for your highest volume search terms.

Included are instructions for:

  • Provide clear and readable content
  • Offer multi-channel choice
  • Capture customer feedback about the web experience
  • Optimize the performance of your site
  • Ensure it is accessible

 

Oracle RightNow Knowledge Base and Search Tune-Up

Are you looking to improve your self-service rates and ensure that you offer a great multi-channel customer experience over the web? This Tune-Up package contains our official guidelines that will help you achieve success with web self-service.

Specific suggestions for six main practice areas include:

  • Discovering what your customers search for
  • How to fix search engine configuration problems
  • Tweaking individual searches to return greater results

 

Oracle RightNow Answer Content Tune-Up

Are you looking to further improve your self-service rates, and ensure that your answers can be easily understood by customers? This Tune-Up package contains our official guidelines for designing web content so that it effectively communicates important information in an engaging way.

Seven best practice areas are covered, including:

  • Write content for your customers, not for you
  • Organize your knowledge base
  • Layout your content for easy scanning
  • Carefully use rich media
  • Use the answer editor properly
  • Maintain key content frequently
  • Create a style guide for your knowledge base

 

Oracle RightNow Community Engagement Tune-Up

Are you looking to increase the activity and participation levels in your social spaces? This Tune-Up package contains our official guidelines for helping you to cultivate a successful online community.

Specific checkpoints are included for five practice areas:

  • Make it easy to find
  • Properly organize your community
  • Specify policies for your community
  • Cultivate and reward good behavior
  • Continuously track the performance of your community

 

Oracle RightNow E-mail Marketing Tune-Up

Are you looking to increase the effectiveness of your e-mail marketing efforts and insure a high level of deliverability? This Tune-Up package contains our official guidelines that will help you achieve success with e-mail marketing programs.

Specific suggestions for five practice areas include:

  • Design processes for your marketing efforts
  • Build your mailing lists the right way
  • Comply to international SPAM regulations
  • Make sure you reach the inbox
  • Design each mailing so that it is an excellent customer experience

 

Oracle RightNow Agent Desktop Tune-Up

Are your contact center representatives handcuffed by a poor agent-software experience? This Tune-Up package contains our official guidelines for achieving a successful agent desktop deployment by ensuring that your agents can effectively interact with customers.

Specific suggestions for five practice areas include:

  • Track your interaction volumes by contact driver
  • Map contact drivers to interaction categories
  • Define logical processes for high volume categories
  • Integrate primary agent systems with the desktop
  • Implement optimized workflows for your logical business processes
  • Tailor workspaces for each agent group
  • Tune the knowledge base for agent use
 
 
 

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