RightNow has given details of a new customer experience suite for Facebook that allows for integrated web, social and contact centre interactions.
The firm believes that, by using the tools, organisations will be able to deliver a better level of customer service experiences to their consumers via Facebook.
Greg Gianforte, Chief Executive Officer of RightNow, explained, “Nearly half of RightNow’s clients have established Facebook pages. But organisations need to be careful not to just put up a Facebook page and create another silo; social networks must be seamlessly incorporated into their overarching customer experience strategies. Consumers who visit an organisation’s Facebook page are likely to also pick up the phone or send an email.”
One of the upcoming features of RightNow CX for Facebook will allow consumers to initiate a chat session to receive help directly from the Facebook tab. This function is expected to go live next year.
RightNow CX for Facebook is currently scheduled to be released in November. More info here.