Incident Management Software

Incident Management Software That Works

It's not the capability of an organization to deal with an incident when one arises. Indeed, no one knows more about a product than the organization. Often, the biggest challenges in incident management are in the unpredictability of the problem and the shortfalls in the internal communication of the incident management system in place.

Incident management software from RightNow addresses both of those challenges. Regardless of the incident that has occurred, the ability to have a quick response time and internal transparency for every step in the incident management process, including feedback ensures customer satisfaction, while simultaneously allowing your organization to reduce contact center costs.

• Tracking Customer Contact - When your customer calls with a problem, having to repeat that problem to multiple customer service representatives is not good incident management. RightNow incident management software allows you to capture important information from each customer interaction so that your customer service representatives are informed each time an incident arises.
• Desktop Workspaces - Intuitive, customizable desktops workspaces are a key component of RightNow's incident management software. When your customer service representatives can instinctively grab essential information on the fly, their ability to provide swift resolutions with a personalized touch is greatly increased.
• Reporting - To improve a process, you first need the ability to measure it. In an incident management system, this means receiving reporting for items such as response time, initial contact resolutions, and answer usefulness. RightNow's incident management software provides those capabilities, allowing you to examine performance and find areas for improvement in your incident management process.
• Feedback - After an incident has been resolved, don't guess as to whether your customer was satisfied with the service your organization provided; get feedback. With post-incident feedback surveys, you can learn how your customers feel and either reward your customer relations team or find opportunities to improve your incident management system.

Incident Management Software From RightNow

For more information about the ways RightNow can help improve your incident management system, please visit our incident management software page. For more about our incident management software solutions, or any other options from RightNow that allow your organization to create a better customer experience, please contact us today.