RightNow eService Center is a multi-component customer relationship management suite centered around providing automatic answers to common customer queries.

The main component of RightNow eService Center is self-help, which provides a keyword searchable Frequently Asked Questions database for both employees and customers. The FAQ database can be initially seeded by the company, and grows automatically as new questions are answered by representatives. Additionally, users can "rate" individual answers to questions, with the self-help component automatically pushing higher rated responses to the top of the list for relevant queries.

The E-Mail component provides automatic routing and categorization of incoming E-Mail queries from customers. Additionally, a SmartAssistant feature will automatically search the knowledgebase for potential answers to customer queries.

For customers that cannot find the answers they require via the self-help capabilities, the Live Chat module provides a means for initiating an online two way text chat with a live company representative. A centralized incident console can track all incidents initiated through E-Mail, Live Chat, or added directly via a customer service agent.

Visit the RightNow Technologies Web site for further information.

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