RightNow Technologies officials say their CRM on-demand product is “assisting” 200+ service representatives for Jackson Hewitt Tax Service, a tax prep company, give better customer support experiences.
Specifically, RightNow officials say, the tool lets reps view “contextual and timely” information for each customer call, see a single, unified view of all customer and franchisee interactions and access the same self-learning knowledge base used on the company’s Web site for more consistent and accurate answers.
Jackson Hewitt piloted the RightNow product this past tax season at the peak of its seasonal activity — throwing it to the wolves right out of the gate “to ensure it was robust enough to handle its high volume of interactions with franchisees, while simultaneously improving their support experiences,” according to RightNow officials. Indeed, if it can handle that mad rush it’s probably the right tool for the company.