Oracle RightNow Web Self Service Cloud Service

Quick, Easy, Consistent. Help Customers Help Themselves.

Oracle RightNow Web Self Service Cloud Service enables visitors to find answers online from any device. The self-learning knowledge base improves with every customer interaction and provides deep and valuable insight into every customer or trend. Reduce abandonment. Lower support costs. Increase efficiencies.

  • Oracle RightNow Web Self Service Cloud Service
 
Feature Benefit
Customer Portal
  • A template and set of widgets that allows you to easily create, deploy, and modify a highly interactive, branded online customer experience, including Web 2.0 information assets such as video, Flash demos, and maps
Any Device
  • Provides interactive customer support across multiple devices, from PCs to smartphones and any device that can access the web

Guided Assistance

  • Increases rate of customer self-service by providing an interactive guide to lead customers to the appropriate answer or resolution
SmartAssistant
  • Provides customers or agents possible solutions to a question or issue based on the current session history or the keywords in an incident's discussion thread
  • Leverages knowledge foundation to suggest answers and ensure consistent, high quality customer service

Intelligent Auto-Response

  • Fast, prepared email responses to commonly asked questions, reducing the number of inquiries agents handle
Google Integration (Sitemap Support)
  • Search engines like Google and Yahoo can spider your public knowledge base content, enabling customers to find relevant knowledge base answers through search engines

Syndicated Knowledge Widget

  • The Syndicated Knowledge Widget is context sensitive, so knowledge content is automatically segmented to display only what is appropriate to the web page content and is easily maintained and deployed without hard-coding
Answer Feedback
  • Allows end-users to provide feedback on answers that don't completely answer their questions

Intelligent Knowledge Base

  • Knowledge base answers are presented to customers in the form of suggested solutions based on content analysis of the customer's inquiry
 
 
 
 

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