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Support Community

Support Community

Consumers Growing From Each Other

RightNow Support Community 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. Customers can mark the best answers and be rewarded for their participation and expertise. The resource library is a repository of useful information, including company and user-generated content.

Client Success: Blackboard drives stronger customer loyalty and customer satisfaction with a peer-to-peer online community.
Data Sheet: Support Community enables peer support, reduces call center traffic, and builds brand loyalty.
Pricing: Learn about solution pricing.

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Support Community Benefits

Overdeliver On Customer Expectations

Business Challenges

Customers demand fast, personal, consistent service across channels
Support costs escalate as customer expectations rise
Customer complaints are amplified across social networks

Features

Question-and-answer pairs for a crowd-sourced knowledge base
Searchable multimedia resource library
Moderator-controlled escalation to an incident on your agent desktop
Reputation engine to reward customer participation and expertise
Robust moderation tools to help facilitate healthy conversation

Benefits

Creates the right channel for high-volume, medium-complexity customer issues
Enables you to create reusable knowledge “at the speed of social”
Turns a good service experience into brand building
Increases stickiness for higher customer lifetime value
Boosts SEO and surfaces more upsell and cross-sell opportunities

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