86% stop doing business with organization after one bad experience… #1 Reason to recommend a company: Outstanding service (not price or product quality) Harris Interactive, 2009 Customer Experience Impact Report
But The Good News Is…. 70% of customers registering a complaint will return to your business if their issue is resolved. And that number increase to 95% if they feel their issue has been resolved quickly TARP Worldwide Research
Best CX Solution “Vendors that can demonstrate a strategy of providing support for all these areas (contact center, Web, analytics and social CRM) will be best-positioned to lead the market.” eService Social Contact Center RightNow has the highest total ranking across the three experiences that matter the most: eService (Web), Social, Contact Center.
RightNow CX Intelligent Voice Automation Multi-Channel Agent Desktop Contact Center Experience Design Support Communities Innovation Communities Cloud Monitoring Social Experience Design Web Self-Service Mobile Chat and Co-Browse Email Management Web Experience Design Customer Feedback Service Sales Marketing Analytics KnowledgeFoundation Enterprise Integration & Extensibility
RightNow’s Breakthrough Approach Improve customer experience while reducing costs Highly modular CX solution – focus on areas with highest impact first Unique knowledge foundation infused across entire solution suite Mission Critical Software-as-a-Service Immediate results Proven 8 Step CX Methodology from more than 5,000 client engagements
Proven CX Methodology Establish a Knowledge Foundation Empower Your Customers Empower Frontline Employees Offer Multi-Channel & Cross Channel Choice Listen to Your Customers Design Seamless Experiences Engage Proactively Measure and Improve Continuously
More Gartner & 1to1 Customer Awards Than Any Other Vendor CUSTOMER EXPERIENCE WINNER EMEA/APAC 2010 CE EXCELLENCE & CRM GOLD 2009 CSS GOLD 2009 CSS SILVER 2009 CRM SILVER 2009 BEST CRM 2008 & CSS GOLD 2008 CRM GOLD 2008 ORG TRANS SILVER 2009ANDCSS SILVER 2008 BEST CRM EMEA 2009 BEST CRM EMEA FINALIST 2007 BEST CRM FINALIST 2007 CRM SILVER 2008 BEST CRM 2007