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Enable Your Customers 24/7

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Enable Your Customers 24/7

  1. 1. RightNow Web Experience<br />The Customer Experience Imperative<br />February 2011<br />
  2. 2. 86%<br />stop doing business with organization after one bad experience…<br />and 82% told their friends about it<br />Harris Interactive, 2009 Customer Experience Impact Report<br />
  3. 3. Overall poor quality of the customer experience<br />68%<br />Get a lower price elsewhere<br />53%<br />Customer service representatives’ lack of knowledge<br />45%<br />Company policies that create bureaucracy<br />40%<br />Lack of customized solutions<br />39%<br />Customer service technologies that delay or stop service<br />38%<br />Accenture Global Customer Satisfaction Report<br />Why do customers switch providers?<br />
  4. 4. On the Other Hand…<br />OUTSTANDING SERVICE <br />is the #1 reason consumers recommend a company to others.  <br />Above product price and product quality.<br />#1 Reason<br />Harris Interactive, 2009 Customer Experience Impact Report<br />
  5. 5. 60%<br />will always or often pay more for a better customer experience—even in a down economy. <br />Harris Interactive, 2009 Customer Experience Impact Report<br />
  6. 6. Three Experiences That Matter<br />
  7. 7. RightNow CXThe Customer Experience Suite<br />
  8. 8. Web ExperienceSolution Overview<br />Branded Multi-Channel Online Experience<br />
  9. 9. The Self-Service Challenge<br />Fact:<br />You don’t want your customers to call you for help<br />Fact:<br />Your customers don’t want to call you either<br />72% of online consumers prefer to use a company's website to get answers to their questions rather than contact companies via telephone or email. -Forrester Research<br />
  10. 10. The Self-Service Challenge<br />Providing consumers the help they want<br />When they want it<br />Where they want it<br />How they want it<br />Have consumer conversations flow seamlessly across all communication channels<br />And not drive up costs<br />
  11. 11. The Self-Service Solution<br />A single site via Customer Service Portal<br />Most commonly viewed FAQs<br />FAQs available by category<br />New alerts<br />Easy search with highly relevant, targeted results<br />Links to other communication channels <br />Email, Chat, Co-Browse, Communities, Phone<br />Syndicate content to deliver to customers at the point of inquiry<br />Researching products<br />Shopping cart and check-out<br />Completing applications<br />
  12. 12. RightNow CX<br />Intent Guide<br />Web / Mobile Self-Service <br />Chat / Co-Browse<br />Email Management<br />Intent Guide<br />Web / Mobile Self-Service <br />Chat / Co-Browse<br />Email Management<br />CX for Facebook<br />Support Community<br />Innovation Community<br />Cloud Monitor<br />CX for Facebook<br />Support Community<br />Innovation Community<br />Cloud Monitor<br />Voice Experience<br />Manager<br />Dynamic<br />Agent Desktop<br />Voice Experience<br />Manager<br />Dynamic<br />Agent Desktop<br />Customer Feedback<br />Customer Feedback<br />Service Sales Marketing<br />Service Sales Marketing<br />Analytics<br />Analytics<br />App Builder<br />Knowledge Foundation | Natural Language Search<br />Mission Critical Operations<br />
  13. 13. RightNow Customer Portal<br />Out-of-the-box best practices<br />Easily customized for brand<br />Quickly incorporate widgets, blogs, videos and other elements<br />Leverages intelligence of the RightNow Knowledge Foundation<br />Integrated with RightNow Communities<br />Provides seamless connection to agent assisted channels<br />Supports Open Login<br />
  14. 14. Best Practices: RightNow “Reference” Site<br />Tabs can be leveraged for simple navigation in Customer Service or across the entire site. They provide customers a way to know where they are on a site<br />Offer up multiple communications channels – put the one you want customers to use most at the top of the list. Have this consistently across all pages<br />Make “Search” visible and easy to use - customers who want to self-serve will. Saving inbound calls and emails<br />FAQs should be “self-learning” – what is displayed is dynamically ranked based on customer views <br />Make your most popular questions easily visible. Chances are, this will solve 80% of customer questions<br />
  15. 15. Examples of Customized Sites<br />
  16. 16. Robust FAQs Increases Self-Service <br />Expose knowledge broadly via Google integration<br />Supports searches by topic or keyword<br />Show answer summary, improving self-service<br />Integrated with RightNow Community to show Community answers<br />
  17. 17. Robust FAQs Increases Self-Service <br />Answers can be text, video, or documents such as User Manuals or Warranties<br />Collect feedback on answer helpfulness<br />Provides related answers<br />Answers are easy to create, edit, and maintain <br />Reporting to track viewing statistics<br />
  18. 18. Email Management<br />Configurable Email forms<br />SmartAssistant scans email, automatically suggesting relevant answers <br />Routed to best agent via skills and business rules <br />Use the RightNow Contact Center Experience for a single agent desktop for answer assistance, standard responses, and escalation of issues<br />SmartAssistant typically deflects 30% of incident volume<br />
  19. 19. Chat for Real-Time Interactions<br />Reactive, consumer initiated Chat<br />Proactive Chat based on business rules<br />Chat Interface easily modified for branding<br />Chat conferencing and supervisor monitoring and assistance <br />Chat queue status and auto-reconnect <br />Real-time reporting<br />
  20. 20. Co-Browse for Hands-On Help<br />Easy to implement and use<br />Secure – works with existing firewalls<br />Works with any browser on any computer<br />Limits to agent’s control of the consumer’s desktop<br />Hides sensitive fields such as credit card numbers from the agent<br />
  21. 21. Web Experience Designer<br />Configurable framework used to create new web applications, including widgets and web pages <br />WYSIWYG tool for editing<br />Extensions for Adobe Dreamweaver <br />Direct access to RightNow web development and production servers <br />Development UI sandbox capabilities and site deployment tools <br />Access to custom rich media, Web 2.0 Widgets<br />
  22. 22. CX Intent Guide with Natural Language Search<br />Enables a new way to engage with consumers online, shaping next generation customer experiences<br />Increase sales through higher online conversions<br />Drive loyalty through premium online experiences<br />Gain Insights through understanding customer intent<br />Seamlessly overlay’s existing website technologies, so no need to rip and replace.<br />
  23. 23. RightNow CX Intent Guide<br />RightNow CX Intent Guide includes four web page overlays for online consumer interaction:<br />Virtual<br />Assistant<br />Question<br />Matching<br />Web Form <br />Assistant<br />Contextual <br />Offers<br />
  24. 24. A Seamless Customer Experience<br />Web Experience<br />Social Experience<br />Contact Center Experience<br />Single sign-on<br />Integrated search <br />Syndicated widgets<br />Incident escalation<br />Socialized answers<br />Deep integration with Knowledge Foundation<br />
  25. 25. Gartner E-Service Magic Quadrant<br />“RightNow Technologies still remains the worldwide leader in eservice market share in the eservice space, and continues to grow.” (Gartner 2009)<br />
  26. 26. Best CX Solution<br />“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.”<br />Web Customer Service <br />Social <br />Contact Center<br />RightNow has the highest total ranking across the three experiences that matter the most: eService (Web), Social, Contact Center.<br />
  27. 27. CRM Magazine Winners2010 CRM Service Awards<br />2010 Service Elite<br />“We don’t just talk about listening to the customer—we actually do it.”<br />—Ron Kelly, Vice President of customer and Pharmacy Services, drugstore.com<br />
  28. 28. RightNow at a Glance<br />Customer Experience Experts<br />Cloud Leadership<br /><ul><li>Mission: Rid the World of Bad Experiences
  29. 29. 13 years of deep Cloud delivery and CX expertise
  30. 30. Solutions deliver superior customer experiences across channels
  31. 31. Focus on tangible business results
  32. 32. Fully multi-tenant Cloud infrastructure
  33. 33. Five global datacenters</li></ul> - US (2), US Government, Canada, UK<br /><ul><li>PCI, DIACAP, FERPA, FISMA, GLBA, HIPAA, NIST compliant and certified</li></ul>Global Operations<br />Solid Financial Performance<br /><ul><li>18 worldwide offices
  34. 34. 900+ employees
  35. 35. 33 languages supported
  36. 36. 13 years continuous revenue growth
  37. 37. Subscription-based recurring revenue
  38. 38. Profitable
  39. 39. Strong balance sheet; no debt</li></li></ul><li>~1,900 Clients Worldwide<br />
  40. 40. CX Commitment: A Revolutionary Engagement Model <br />FOCUS ON RESULTS<br /><ul><li> Client Success Managers
  41. 41. RightNow Project </li></ul> Methodology <br />EASY TO BUY<br />EXPERTISE<br /><ul><li> Centers of Excellence
  42. 42. Ask the Experts
  43. 43. Pilots – Try before you buy
  44. 44. Cloud Services Agreement</li></li></ul><li>Customer Testimonials<br />
  45. 45. Customer Results<br />
  46. 46. RightNow Customers Set the Standard<br />
  47. 47. Case Study: Overstock.com<br />Facts:<br />1,000+ contact center agents<br />Multi-channel contact center<br />Personalized agent experience delivered through workspaces<br />Rapid growth and rapidly changing customer base<br />Results:<br />Reduced operating expenses by $1,000,000 per month from contact center reductions alone <br />Email volume down 72% <br />First-call resolution rates improved 10% <br />Call handle times reduced by 25% <br />Dashboards deliver real-time actionable information to key decision makers<br />RMA and Teradata database integrations bolster contact center efficiency<br />Ranked #4 retailer nationwide by National Retail Federation in customer service—one year after not making the top 150 <br />NetPromoter score has nearly 7x improvement<br />Customer satisfaction scores jumped 10% <br />
  48. 48. Case Study: EA<br />Goals:<br />Provide effective support to millions of customers worldwide across hundreds of titles <br />Handle growing incident volume generated by new online titles <br />Seamlessly link multiple offshore outsourcers and internal resources<br />Solution:<br />RightNow Web Self-Service<br />Results:<br />Able to handle 50% increase in incidents despite 10% budget cut<br />Delivery of premium service levels in support of premium brand<br />Awarded the Gartner CRM Excellence Award <br />Global visibility into service processes enables continuous improvement<br />Tens of thousands of email messages answered daily with a 24-hour turnaround<br />Unified environment for incident tracking enhances the customer experience<br />
  49. 49. Facts:<br />3,500 Multi-Channel Agent Desktops (phone, email, and chat)<br />Displaced Nearly 3,000 Seats of KANA for email management<br />Agent knowledge base serving nearly 10,000 agents<br />12 million sessions a month served up through web self-service<br />27 interfaces for unique customer experiences<br />Results:<br />Less effort, more quality<br />Intelligent interface allows business to focus on content improvement<br /> Robust tool handles nearly 15,000 dynamically changing knowledge articles<br /> Additional 27% email deflection through integrated SmartAssistant<br /> Average handle times reduced by 20% driven by personalized agent experience<br />External knowledge base helps handle inquiries 24 x 7 and reduced contact volume has led to 24-hour turnaround on all assisted channels<br />Total annual savings at around at around $14m<br />Case Study: British Telecom<br />
  50. 50. Case Study: Nikon<br />Goals<br />Deliver world-wide superior customer experience across marketing, <br /> sales, and customer service touchpoints <br />Continuously capture high-value market insight <br />Keep costs under control <br />Solution<br />RightNow CX suite<br />Achievements<br />Responsive interactions drive customer satisfaction scores above 95% <br />50% reduction in call response times and 70% reduction in email response times <br />Improved visibility into customer concerns enhances marketing and product development <br />RightNow embraced globally with twelve languages and multi-continent deployments <br />Earned Baseline and Nucleus Research awards for 3,200+ percent ROI over three-year period<br />
  51. 51. Case Study: RealNetworks<br />Challenges:<br />3 Business Units: Music, Game, and Media Services<br />3 Types of Support: Customer Service, Technical Support, and Winback/Call to Cancel<br />Each unit/support type requires different information to be captured from the customer<br />Agents could only work on one support type of one business unit based on their profile and workspace setup and all queues had to be monitored with sufficient agents assigned to handle each of these queue<br />
  52. 52. Case Study: Motorola<br />Challenges:<br />Consolidated 5 outsourcer platforms into one standard agent desktop<br />Being tasked with decreasing cost and increasing revenues<br />2,150 agent multi-channel contact center<br />Siebel replacement for 1,500 agent seats<br />Global consumer, agent, and partner knowledge base<br />Voice applications for:<br />Speech routing, voice knowledge base, surveys, status, Locator, CTI<br />Deployments in 28 languages<br />Results:<br />29% reduction in phone calls after implementing RightNow Voice<br />66% decrease in email after first month of implementing RightNow Service<br />32% reduction in average handle time vs. previous desktop (Siebel)<br />Driving up-sell & cross-sell opportunities, offer promotion<br />Successfully able to move contact volumes between outsourcers based on CSAT and NPS throughout the year<br />Savings of $15-20 million per year<br />
  53. 53. Case Study: Black and Decker<br />Challenges:<br />Make entire org more responsive to customers<br />Optimize performance and efficiency of customer service across channels<br />Results:<br />Product management, manufacturing gained rich, actionable customer insight<br />Real-time feedback save company thousands in product returns<br />Estimated more than $250,000 annual savings achieved through self-service<br />
  54. 54. Case Study: iRobot<br />20 unique outbound emails per month (1 million total)<br />Drive up-sell and cross-sell revenue<br />Attract first-time buyers by sending targeted promotions<br />4,000 surveys to customers per month<br />Track impact of ongoing customer experience improvements <br />Pinpoint emerging problems before they adversely impact the business<br />97% web self-service rate<br />30% reduction in phone calls, with headcount reduced accordingly <br />
  55. 55. Case Study: Williams-Sonoma<br />Proactive case management solution for high-dollar and multi-contact customers purchasing furniture from Williams-Sonoma, Inc. brands<br />RightNow incident created upon order<br />Customer called within 24 hrs to review order process and delivery <br />Customer called in 2 weeks to proactively show that order is being monitored<br />4 weeks later: Shipment ready. Incident updated. Customer called and informed product is being shipped<br />Results:<br />≈ 5% reduction in returns <br />Equates to 100 returns/week, growing to 250<br />$400 average value per return<br />100 x $400 = $40,000/week savings<br />
  56. 56. KLM Airlines Drive Online Conversions<br />Challenge:<br /><ul><li>Understand the true intent of how customers were engaging on their website when looking for information, booking a ticket, or seeking out support. </li></ul>Goals:<br /><ul><li>Increase online conversions by 30% annually
  57. 57. Make home page more customer friendly and intuitive
  58. 58. Provide natural language search that understands the intent of the customer and provides insight into consumer needs</li></ul>Results:<br /><ul><li>Improved answer relevancy from 20% to 70%+.
  59. 59. The Top 50 Q&A Pairs achieved 90%+ click-thru
  60. 60. Reduced call center volumes by 18% in 3 months
  61. 61. Continuous Insight in information needs of the customer </li></ul>...“helped us reduce our call and email volume by 18% in just 3 months... tells us what customers want, not just what they do. This is the basis of marketing.” <br />SVP Marketing, <br />KLM Airlines<br />
  62. 62. La Caixa Improves Customer Experience<br />Challenge:<br />Improve online customer experience for customers to dramatically improve multi-channel customer satisfaction. <br />Goals:<br /><ul><li>Increase Relevancy
  63. 63. Improve Click through Rates
  64. 64. Improve Customer Experience while reducing operating costs</li></ul>Results:<br /><ul><li>New Services revenue with click thru 5x to 10x industry average
  65. 65. Achieved an increase in relevancy by 55%
  66. 66. 15% reduction in call center volumes</li></ul>… “helped us reduce our call center volume 40% in 3 years”.<br />Benjamin Puigdevall CEO e-La Caixa<br />
  67. 67. RightNow Project Methodology (RPM)<br />Implementation Approach<br />Documented and repeatable, process-driven<br />Understand contact center and eService business process<br />Reduce risk and uncertainty, manage scope and change<br />Consultative and supportive of best practices <br />Collaborate and validate<br />Deliver on time and on-budget<br />Results-Focused<br />Produces rapid deployment and results<br />Continuously optimizes solution over long-term<br />Drives alignment of technology and processes<br />Ensures high adoption rates and full feature utilization<br />Delivers the project expertise of 3,000+ projects<br />
  68. 68. Thank You<br />

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