Oracle RightNow - Internet Retailing

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Oracle RightNow - Internet Retailing

  1. 1. 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  2. 2. 2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  3. 3. Learn More: www.rightnow.com/retail3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  4. 4. “ RightNow has completely transformed the way Overstock.com interacts with customers by enabling us to understand and resolve issues with the least amount of time and effort. The result is happier, more loyal customers, significantly lower contact center costs, and a vastly more scalable business model. ” - Stormy Simon, Senior VP, Marketing and Customer Care, Overstock.com Learn More: www.rightnow.com/retail4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  5. 5. Service Where You Sell RightNow CX is the only solution enabling retailers to easily incorporate interactions from Facebook and smart phones into existing support operations. DOWNLOAD THE WHITEPAPER: www.rightnow.com/servicewhereyousell5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  6. 6. Channel and Choice with RightNow CX Communities & Forums Twitter Mobile Facebook Marketing Phone Interactions Chat Surveys Integrated Contact Record The Next Website Big Thing Common Knowledge Foundation Support Workflow & Escalation Multi-Channel Consumer Feedback Reporting & Analytics6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  7. 7. RightNow In the Industry • 25% of the Internet Retail Top 100 use RightNow • 6 out of top 8 Retailers in UK use RightNow • Internet Retailer lists RightNow as one of the top 3 CRM/ Customer Service Applications • Ranked as a Leader in Gartner’s eService, Social, and Contact Centre Magic Quadrants • Ranked as a Leader in Forrester’s CRM Wave • Winner of IQPC’s 2011 Call Centre Excellence Award for Best Technology Solution7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  8. 8. RightNow Helps Retailers • Increase Sales – Increase order size 3-50% – Increase average order value 10 – 25% – Increase shopping cart conversions up to 40% • Strengthen Relationships – Improve Net Promoter scores up to 70% – Deliver multi-channel support • Reduce Costs – Improve agent productivity by 20% – Reduce inbound calls from 10-30% – Reduce incoming emails from 30-70%8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  9. 9. “ Newell Rubbermaid has been using RightNow since 2005 to deliver positive consumer experiences not only in the United States, from different parts of the world as well. With RightNow as our consumer experience platform, we have a complete view of our consumers that supports our evolution as a global company of Brands That Matter™. ” - Robert Oh, Director of IT, Home & Family Group and CRM, Newell Rubbermaid Learn More: www.rightnow.com/retail9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  10. 10. Gartner Evaluation for Multichannel Customer Experience Magic Quadrant for CRM Magic Quadrant for Web Magic Quadrant for Customer Service Customer Service Social CRM Contact Centres Gartner Inc. “Magic Quadrant for Customer Service” Gartner Inc. “Magic Quadrant for Social CRM” Adam Sarner, Gartner Inc. “Magic Quadrant for CRM Customer Johan Jacobs, September 10, 2010 *2 Ed Thompson, Jeffrey Mann Michael Dunne, Jim Davies, Service Contact Centers” Michael Maoz, April 15, Chris Fletcher, Gene Alvarez, Gareth Herschel, Michael 2011 *3 Maoz, June 29, 2010 *110 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  11. 11. “ Pictures are memories captured, they are important, intimate, and personal, to be kept forever. We understand this and want to ensure that every one of our customers is given the superb customer experience he or she deserves when contacting PhotoBox about their precious photographs. ” - Renaud Besnard, Director of UK Operations, Photobox.com Learn More: www.rightnow.com/retail11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  12. 12. Great ExperiencesDrive Revenue50% of consumers wereinfluenced to buy bygreat customer service DOWNLOAD THE REPORT: www.rightnow.com/retailconsumerreport12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  13. 13. ~1,900 Clients are Delivering Superior Customer Experiences… So Can You Industry High Tech Retail andConsumer Goods Telecom Travel and Hospitality Financial and InsuranceGovernment and Education13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  14. 14. “ Your brand perception is reinforced every time a customer interacts with you - via voice, email, chat and self-service as well as social channels such as Facebook and twitter. RightNow provides the cross-channel platform to interact with customers while providing agents a full view of your customers and their interactions with you. ” Learn More: www.rightnow.com/retail14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  15. 15. Great ExperiencesCreate AdvocatesHow did consumers react after apositive shopping experience? 50% Purchased Christmas season) (during the more from the retailer 21% Recommended the retailer to friends 50% the retailer Posted a positive online review about DOWNLOAD THE REPORT: www.rightnow.com/retailconsumerreport15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  16. 16. Brands Benefit When Consumers Are Happy 84% of UK consumers will pay up to 20% more for a better customer experience16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  17. 17. What Makes Consumers Fall in Love with a Brand? 67% Friendly employees or customer service representatives 52% Easy access to information and support 37% Personalised experiences such as knowing what customers have bought in the past and service issues they’ve raised, as well as sending timely and useful updates17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  18. 18. When Expectations are Not Met Brands Get Dumped89% of consumers began doing business with/purchasingfrom a competitor following a poor customer experience50% of consumers give a brand up to one week torespond to a customer service question before they “break up”with the company – that is, stop doing business with them 18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  19. 19. 19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

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