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The Social Contact Center - RightNow User Summit 2011
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The Social Contact Center - RightNow User Summit 2011



Presentation with Matthew Lees, Director Social Practices Group at RightNow.

Presentation with Matthew Lees, Director Social Practices Group at RightNow.



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The Social Contact Center - RightNow User Summit 2011 Presentation Transcript

  • 1. The Social Contact Center Discover how to engage with social customers1
  • 2. “ 58% of consumers want companies to respond if they leave a comment on a social ” networking site like Facebook or Twitter*.http://www.flickr.com/photos/94379417@N00/4808475862/ Growing Expectations 2
  • 3. Are you listening Are you responding Are you missing opportunitieshttp://www.flickr.com/photos/bbykeepmyheartbeating/3745130748/ Are You Strengthening Your Relationships? 3
  • 4. “What are youtalking about?Do you knowwhy we’re here?How are yougoing to help me? ” Are You Relevant? 4
  • 5. Consumer Frustration Consumer Advocacy http://www.flickr.com/photos/adamleephoto/4329005050/ The Ripple Effect Word of mouth has never spread faster or further than now5
  • 6. Know who they are Know what they need Know how to deliver efficiently http://colinharman.com/pretest/wp/wp-content/uploads/2011/08/who_am_i_cropped.jpg In Order To Be Relevant6
  • 7. Power Great Experiences • You’re already doing it Listen Record Funnel Social Engagement Engage RouteImprove Brand Loyalty + Service QualityIncrease Opportunities + Conversion RatesManage Operational Costs + Optimize Self-Service Be Socially Relevant Bring social into the contact center7
  • 8. Social Support Insights Seamless Customer Experience11% increase in CSAT 30% reduction in phone callsRapid Social Response VIP Experiences7% increase in CSAT 7% increase in # of opportunities Data from Altimeter Group, “Social CRM: The New Rules of Relationship Management”, March 2010 Social Engagement Delivers Real Business Value 8
  • 9. Who In Your Organization Is Listening? You’re already engaging your customers in the contact center9
  • 10. www.flickr.com/photos/slowtech/5410692136/ Do You Know Who and What They Need? Know which social opportunities to capture and engage10
  • 11. Do Know When and How To Respond? Make social a part of your multi-channel strategy11
  • 12. Listen Record Funnel Engage Route Social Engagement Bring social into the contact center12
  • 13. ListenSearch and aggregate across social media channels• One tool to search across your Community and the Social Web.• Topic Monitoring for Cloud Monitor intelligently identifies emerging topics and clusters posts for easier sorting, reporting, and search term refinement.• Search terms can be stored for later execution, and recurring searches can be setup to notify agents upon completion.• Easily access favorite searches that need to be run more than once.• Language search filters for Twitter and YouTube allow organizations to narrow results to only those comments posted in the desired language.
  • 14. Funnel SmartSenseDiscern intent and sentiment to sort through the noise Trend Analysis• SmartSense emotion detection automatically identifies potentially unhappy customers and can prioritize their posts for immediate follow-up.• Identify customers based upon previous interactions with your organization, and establish their social influence.• SmartSense recognizes modifiers and negatives in all supported languages as well as some emoticons and acronyms
  • 15. RouteGet the important conversations to qualified agents A• Business rules help provide a consistent, accurate, and timely experience for customers while streamlining the efficiency of staff members.• Use business rules to route incidents to the most appropriate staff member, group, or queue based on the criteria you define. B C• Route social interactions based upon SmartSense ratings, conversation thread, subject, social web source, or other criteria you define. D E F G
  • 16. EngageProvide agents with a simple means of engaging• Cloud Monitor wraps social channels into the same incident management system that handles Phone, Email, Chat, and Web Self- Service.• RightNow’s multi-channel contact center solution is supported by a single knowledge foundation, ensuring customers receive efficient, consistent, and high-quality support across any channel they choose.• Seamlessly move conversations to alternative channels where appropriate (i.e. Chat).• Take advantage of a global Twitter user account, eliminating the requirement for agent-specific credentials.• Multiple social IDs are captured in a single contact record.• Leverage the RightNow Add-In framework to bring public social profiles directly into the Agent Desktop.
  • 17. RecordMonitor and measure to improve quality• Drive better business decisions based upon empirical data• Understand customers individually and across segments• Identify key contributors commenting on your products and solutions• Rapidly respond to shifts in customer activity
  • 18. Educate & Evaluate • Thought Leadership & Best Practice Learning • Self-Paced & Instructor Lead Training • Online / In Person Ask The Expert Advise • CX Insights & Assessment Leverage • Cloud Services Portal Transparency Enable & Evolve • RightNow Project Methodology Advantage • Cloud Service Agreement Flexibility • Centers of Excellence Expertise • Client Success Manager Guidance • Chief Experience Officer Champion Client Success Methodology Our CX Commitment To Deliver To Your Business Value18
  • 19. Greater Value by Powering Great Experiences Improve Brand Loyalty Increase Quality Of Service Decrease Cost of Operations Optimize Multi-Channel Drive More Opportunities Increase Conversion Rate RightNow Powering Great Contact Centers 19
  • 20. Matthew Lees Merlyn Gordon Director, Social Best Practices Manager, Product Marketing matthew.lees@rightnow.com merlyn.gordon@rightnow.com @mlees @merlyngordon Thank You! Your Questions?20