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Complete Your Web Experience Tune-Up: Best Practices & Checklist for Enhancement

Discover how to enhance your web customer experience with our comprehensive Web Experience Tune-Up package. This publically available resource includes essential documents such as the "Guide to RightNow Web Experience Best Practices" and the "RightNow Web Experience Tune-Up Checklist." Estimated time to evaluate is approximately 1.5 hours. Most changes will require administrative access to the Agent Desktop, while some may necessitate development skills. Created by a team of RightNow experts, this package consolidates best practices for improving self-service rates and customer satisfaction.

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Complete Your Web Experience Tune-Up: Best Practices & Checklist for Enhancement

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  1. Learn how to complete a Web Experience Tune-Up! Ben Werner Product Manager - Best Practices

  2. Web Experience Tune-Up • This package is publically available for download in the Customer Community: http://community.rightnow.com/customer/support/tuneup.php • It consists of 2 documents: • Guide to RightNow Web Experience Best Practices • RightNow Web Experience Tune-Up Checklist

  3. Web Experience Tune-Up • Est. time to complete an evaluation: (Without this training) we typically recommend on planning to take about 1.5 hours to read the Guide and work through the Checklist. • Implementing the changes: For most changes you will need full administrative access to the Agent Desktop. Certain other changes require changing code in the Customer Portal and therefore do require Development skills.

  4. How this package came to be • Three RightNow experts got together and formally wrote down all the best practices that were floating around in their heads: • The Web Experience Product Manager • The lead User Researcher • The top Web Pro-Services Consultant • The Web Experience Tune-Up contains the official best practices that we recommend all of our clients follow to improve their self-service rates and ensure that they are delivering a great web customer experience.

  5. Tune-Up Checklist • To illustrate individual best practice we’ll work through a Tune-Up for a fictional company called SmartTech. • Please type in questions if you have them along the way!

  6. Walkthrough of a Tune-Up SmartTech – A fictitious electronics retailer.

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