Oracle RightNow Support Community Cloud Service

Consumers Growing from Each Other

Oracle RightNow Support Community Cloud Service gives consumers the opportunity to help you deliver exceptional customer support. By empowering consumers to share their experiences, ideas, and advice, they become trusted resources for cost-effective, peer-to-peer support. In the process, your consumers’ contributions will turn them into community experts and generate reusable content for your knowledge base.

  • Oracle RightNow Support Community Cloud Service
 
Feature Benefit
Crowd-Sourced Knowledge Base
  • Leverage user-generated content to build your knowledge foundation
  • Enable customers to discuss ideas, share experiences, pose questions, and let other community members answer
  • Automatically escalate unanswered questions to an agent
Searchable Multimedia Resource Library
  • Create a repository of useful information, from corporate documentation to user-generated video tutorials
  • Source user product reviews
  • Provide richer information by imbedding community links

Reputation Engine

  • Monitor your community members' profiles, manage follow-up actions, and reward customer participation and expertise
Discussion Forums
  • Offer customers a place to connect
  • Enable customers to form personal networks, communicate through private messaging, and participate in discussions
  • Capture customer ideas and insights
  • Customize for specific activities

Robust Moderation Tools

  • Enable agents to engage and assist customers through the community, proactively identify problems before they impact your support organization, and escalate questions into incidents for agents
 
 
 
 

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