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- 1. RightNow Web ExperienceTheCustomer Experience ImperativeFebruary 2011
- 2. 86%stop doing businesswith organization after one bad experience…and 82% told their friends about itHarris Interactive, 2009 Customer Experience Impact Report
- 3. Overall poor qualityof the customer experience68%Get a lower price elsewhere53%Customer service representatives’ lack of knowledge45%Company policies that create bureaucracy40%Lack of customized solutions39%Customer service technologies that delay or stop service38%Accenture Global Customer Satisfaction ReportWhy do customers switch providers?
- 4. On the OtherHand…OUTSTANDING SERVICE is the #1 reason consumers recommend a company to others. Above product price and product quality.#1 ReasonHarris Interactive, 2009 Customer Experience Impact Report
- 5. 60%will always oroften pay more for a better customer experience—even in a down economy. Harris Interactive, 2009 Customer Experience Impact Report
- 6. Three Experiences ThatMatter
- 7. RightNow CXThe CustomerExperience Suite
- 8. Web ExperienceSolution OverviewBrandedMulti-Channel Online Experience
- 9. The Self-Service ChallengeFact:Youdon’t want your customers to call you for helpFact:Your customers don’t want to call you either72% 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
- 10. The Self-Service ChallengeProvidingconsumers the help they wantWhen they want itWhere they want itHow they want itHave consumer conversations flow seamlessly across all communication channelsAnd not drive up costs
- 11. The Self-Service SolutionAsingle site via Customer Service PortalMost commonly viewed FAQsFAQs available by categoryNew alertsEasy search with highly relevant, targeted resultsLinks to other communication channels Email, Chat, Co-Browse, Communities, PhoneSyndicate content to deliver to customers at the point of inquiryResearching productsShopping cart and check-outCompleting applications
- 12. RightNow CXIntent GuideWeb/ Mobile Self-Service Chat / Co-BrowseEmail ManagementIntent GuideWeb / Mobile Self-Service Chat / Co-BrowseEmail ManagementCX for FacebookSupport CommunityInnovation CommunityCloud MonitorCX for FacebookSupport CommunityInnovation CommunityCloud MonitorVoice ExperienceManagerDynamicAgent DesktopVoice ExperienceManagerDynamicAgent DesktopCustomer FeedbackCustomer FeedbackService Sales MarketingService Sales MarketingAnalyticsAnalyticsApp BuilderKnowledge Foundation | Natural Language SearchMission Critical Operations
- 13. RightNow Customer PortalOut-of-the-boxbest practicesEasily customized for brandQuickly incorporate widgets, blogs, videos and other elementsLeverages intelligence of the RightNow Knowledge FoundationIntegrated with RightNow CommunitiesProvides seamless connection to agent assisted channelsSupports Open Login
- 14. Best Practices: RightNow“Reference” SiteTabs 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 siteOffer up multiple communications channels – put the one you want customers to use most at the top of the list. Have this consistently across all pagesMake “Search” visible and easy to use - customers who want to self-serve will. Saving inbound calls and emailsFAQs should be “self-learning” – what is displayed is dynamically ranked based on customer views Make your most popular questions easily visible. Chances are, this will solve 80% of customer questions
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- 16. Robust FAQs IncreasesSelf-Service Expose knowledge broadly via Google integrationSupports searches by topic or keywordShow answer summary, improving self-serviceIntegrated with RightNow Community to show Community answers
- 17. Robust FAQs IncreasesSelf-Service Answers can be text, video, or documents such as User Manuals or WarrantiesCollect feedback on answer helpfulnessProvides related answersAnswers are easy to create, edit, and maintain Reporting to track viewing statistics
- 18. Email ManagementConfigurable EmailformsSmartAssistant scans email, automatically suggesting relevant answers Routed to best agent via skills and business rules Use the RightNow Contact Center Experience for a single agent desktop for answer assistance, standard responses, and escalation of issuesSmartAssistant typically deflects 30% of incident volume
- 19. Chat for Real-TimeInteractionsReactive, consumer initiated ChatProactive Chat based on business rulesChat Interface easily modified for brandingChat conferencing and supervisor monitoring and assistance Chat queue status and auto-reconnect Real-time reporting
- 20. Co-Browse for Hands-OnHelpEasy to implement and useSecure – works with existing firewallsWorks with any browser on any computerLimits to agent’s control of the consumer’s desktopHides sensitive fields such as credit card numbers from the agent
- 21. Web Experience DesignerConfigurableframework used to create new web applications, including widgets and web pages WYSIWYG tool for editingExtensions for Adobe Dreamweaver Direct access to RightNow web development and production servers Development UI sandbox capabilities and site deployment tools Access to custom rich media, Web 2.0 Widgets
- 22. CX Intent Guidewith Natural Language SearchEnables a new way to engage with consumers online, shaping next generation customer experiencesIncrease sales through higher online conversionsDrive loyalty through premium online experiencesGain Insights through understanding customer intentSeamlessly overlay’s existing website technologies, so no need to rip and replace.
- 23. RightNow CX IntentGuideRightNow CX Intent Guide includes four web page overlays for online consumer interaction:VirtualAssistantQuestionMatchingWeb Form AssistantContextual Offers
- 24. A Seamless CustomerExperienceWeb ExperienceSocial ExperienceContact Center ExperienceSingle sign-onIntegrated search Syndicated widgetsIncident escalationSocialized answersDeep integration with Knowledge Foundation
- 25. Gartner E-Service MagicQuadrant“RightNow Technologies still remains the worldwide leader in eservice market share in the eservice space, and continues to grow.” (Gartner 2009)
- 26. Best CX Solution“Vendorsthat 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.”Web Customer Service Social Contact CenterRightNow has the highest total ranking across the three experiences that matter the most: eService (Web), Social, Contact Center.
- 27. CRM Magazine Winners2010CRM Service Awards2010 Service Elite“We don’t just talk about listening to the customer—we actually do it.”—Ron Kelly, Vice President of customer and Pharmacy Services, drugstore.com
- 28. RightNow at aGlanceCustomer Experience ExpertsCloud LeadershipMission: Rid the World of Bad Experiences
- 29. 13 years ofdeep Cloud delivery and CX expertise
- 30. Solutions deliver superiorcustomer experiences across channels
- 31. Focus on tangiblebusiness results
- 32. Fully multi-tenant Cloudinfrastructure
- 33. Five global datacenters - US (2), US Government, Canada, UKPCI, DIACAP, FERPA, FISMA, GLBA, HIPAA, NIST compliant and certifiedGlobal OperationsSolid Financial Performance18 worldwide offices
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- 36. 13 years continuousrevenue growth
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- 39. Strong balance sheet;no debt~1,900 Clients Worldwide
- 40. CX Commitment: ARevolutionary Engagement Model FOCUS ON RESULTS Client Success Managers
- 41. RightNow Project Methodology EASY TO BUYEXPERTISE Centers of Excellence
- 42. Ask theExperts
- 43. Pilots –Try before you buy
- 44. Cloud ServicesAgreementCustomer Testimonials
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- 46. RightNow Customers Setthe Standard
- 47. Case Study: Overstock.comFacts:1,000+contact center agentsMulti-channel contact centerPersonalized agent experience delivered through workspacesRapid growth and rapidly changing customer baseResults:Reduced operating expenses by $1,000,000 per month from contact center reductions alone Email volume down 72% First-call resolution rates improved 10% Call handle times reduced by 25% Dashboards deliver real-time actionable information to key decision makersRMA and Teradata database integrations bolster contact center efficiencyRanked #4 retailer nationwide by National Retail Federation in customer service—one year after not making the top 150 NetPromoter score has nearly 7x improvementCustomer satisfaction scores jumped 10%
- 48. Case Study: EAGoals:Provideeffective support to millions of customers worldwide across hundreds of titles Handle growing incident volume generated by new online titles Seamlessly link multiple offshore outsourcers and internal resourcesSolution:RightNow Web Self-ServiceResults:Able to handle 50% increase in incidents despite 10% budget cutDelivery of premium service levels in support of premium brandAwarded the Gartner CRM Excellence Award Global visibility into service processes enables continuous improvementTens of thousands of email messages answered daily with a 24-hour turnaroundUnified environment for incident tracking enhances the customer experience
- 49. Facts:3,500 Multi-Channel AgentDesktops (phone, email, and chat)Displaced Nearly 3,000 Seats of KANA for email managementAgent knowledge base serving nearly 10,000 agents12 million sessions a month served up through web self-service27 interfaces for unique customer experiencesResults:Less effort, more qualityIntelligent interface allows business to focus on content improvement Robust tool handles nearly 15,000 dynamically changing knowledge articles Additional 27% email deflection through integrated SmartAssistant Average handle times reduced by 20% driven by personalized agent experienceExternal knowledge base helps handle inquiries 24 x 7 and reduced contact volume has led to 24-hour turnaround on all assisted channelsTotal annual savings at around at around $14mCase Study: British Telecom
- 50. Case Study: NikonGoalsDeliverworld-wide superior customer experience across marketing, sales, and customer service touchpoints Continuously capture high-value market insight Keep costs under control SolutionRightNow CX suiteAchievementsResponsive interactions drive customer satisfaction scores above 95% 50% reduction in call response times and 70% reduction in email response times Improved visibility into customer concerns enhances marketing and product development RightNow embraced globally with twelve languages and multi-continent deployments Earned Baseline and Nucleus Research awards for 3,200+ percent ROI over three-year period
- 51. Case Study: RealNetworksChallenges:3Business Units: Music, Game, and Media Services3 Types of Support: Customer Service, Technical Support, and Winback/Call to CancelEach unit/support type requires different information to be captured from the customerAgents 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
- 52. Case Study: MotorolaChallenges:Consolidated5 outsourcer platforms into one standard agent desktopBeing tasked with decreasing cost and increasing revenues2,150 agent multi-channel contact centerSiebel replacement for 1,500 agent seatsGlobal consumer, agent, and partner knowledge baseVoice applications for:Speech routing, voice knowledge base, surveys, status, Locator, CTIDeployments in 28 languagesResults:29% reduction in phone calls after implementing RightNow Voice66% decrease in email after first month of implementing RightNow Service32% reduction in average handle time vs. previous desktop (Siebel)Driving up-sell & cross-sell opportunities, offer promotionSuccessfully able to move contact volumes between outsourcers based on CSAT and NPS throughout the yearSavings of $15-20 million per year
- 53. Case Study: Blackand DeckerChallenges:Make entire org more responsive to customersOptimize performance and efficiency of customer service across channelsResults:Product management, manufacturing gained rich, actionable customer insightReal-time feedback save company thousands in product returnsEstimated more than $250,000 annual savings achieved through self-service
- 54. Case Study: iRobot20unique outbound emails per month (1 million total)Drive up-sell and cross-sell revenueAttract first-time buyers by sending targeted promotions4,000 surveys to customers per monthTrack impact of ongoing customer experience improvements Pinpoint emerging problems before they adversely impact the business97% web self-service rate30% reduction in phone calls, with headcount reduced accordingly
- 55. Case Study: Williams-SonomaProactivecase management solution for high-dollar and multi-contact customers purchasing furniture from Williams-Sonoma, Inc. brandsRightNow incident created upon orderCustomer called within 24 hrs to review order process and delivery Customer called in 2 weeks to proactively show that order is being monitored4 weeks later: Shipment ready. Incident updated. Customer called and informed product is being shippedResults:≈ 5% reduction in returns Equates to 100 returns/week, growing to 250$400 average value per return100 x $400 = $40,000/week savings
- 56. KLM Airlines DriveOnline ConversionsChallenge:Understand the true intent of how customers were engaging on their website when looking for information, booking a ticket, or seeking out support. Goals:Increase online conversions by 30% annually
- 57. Make home pagemore customer friendly and intuitive
- 58. Provide natural languagesearch that understands the intent of the customer and provides insight into consumer needsResults:Improved answer relevancy from 20% to 70%+.
- 59. The Top 50Q&A Pairs achieved 90%+ click-thru
- 60. Reduced call centervolumes by 18% in 3 months
- 61. Continuous Insight ininformation needs of the customer ...“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.” SVP Marketing, KLM Airlines
- 62. La Caixa ImprovesCustomer ExperienceChallenge:Improve online customer experience for customers to dramatically improve multi-channel customer satisfaction. Goals:Increase Relevancy
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- 64. Improve Customer Experiencewhile reducing operating costsResults:New Services revenue with click thru 5x to 10x industry average
- 65. Achieved an increasein relevancy by 55%
- 66. 15% reduction incall center volumes… “helped us reduce our call center volume 40% in 3 years”.Benjamin Puigdevall CEO e-La Caixa
- 67. RightNow Project Methodology(RPM)Implementation ApproachDocumented and repeatable, process-drivenUnderstand contact center and eService business processReduce risk and uncertainty, manage scope and changeConsultative and supportive of best practices Collaborate and validateDeliver on time and on-budgetResults-FocusedProduces rapid deployment and resultsContinuously optimizes solution over long-termDrives alignment of technology and processesEnsures high adoption rates and full feature utilizationDelivers the project expertise of 3,000+ projects
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Editor's Notes
- #4 Globally, respondents who switched providers did so more often due to the poor quality of the customer experience than because they found a better price somewhere else. This trend varied somewhat by country. Accenture 2008 Global Customer Satisfaction Report
- #20 Delivered as part of a comprehensive RightNow Web Experience or as a stand-alone application, Chat facilitates real-time online chat sessions between your agents and the customers visiting your website. Sessions can be initiated by an agent or by a customer through out-of-the-box Customer Portal web pages or configurable with RightNow Web Designer to be made available throughout your existing web pages - anywhere online agent assistance may be needed.With most agents able to handle four concurrent Chat sessions at a time, RightNow Chat allows your expert agents to get consumers the information they need online, improving customer satisfaction while at the same time lowering call center call volume.
- #22 Web Experience Designer allows you to build on the out-of-the-box Web Experience investment to infuse RightNow Knowledge Foundation, Chat, Co-Browse and Email Response Management functionality throughout your corporate website, ensuring that customers can get access to your service resources anywhere on your site, when they need it.
- #25 RightNow Social Experience is integrated across the customer experience suite, providing shared search and single sign-on with the Web Experience as well as shared search and incident escalation with the Contact Center Experience. It also features deep integration with the RightNow Knowledge Foundation, so that crowd-sourced knowledge from the community can be included in the company’s knowledge base and reused to support other customers.
- #28 Key Message:Most Gartner and 1:1 Media Awards Three Years RunningRightNow looks at success through the lens of our customer awards first, technology awards second
- #31 Very differentiating.But having the right technology solution is only part of a successful customer experience strategy. To succeed you really need a partner you can trust. This is why RightNow offers the CX Commitment, to make sure That we deliver the expertise and results you need while making it easy to work withus. Let me tell you a little more about each of these commitments:On Results: Our whole business is built on the premise that if you don’t success we don’t succeed. That’s why every one of our clients is assigned a client success manager, who is non-quota’d and incented entirely on your success.RightNow Project Methodology, or RPM - provides a proven methodology for implementing RightNow CX solutions. We don’t initiate a project until we agree on the results, and we don’t complete it until we deliver on the results.On Expertise: The one thing we hear more from any of our clients is they want us to push them harder on best practices, leveraging the expertise we’ve gained from being the best. Here are two explicit areas designed to do this:Centers of Excellence – exist for each of our product areas and is a grouping of the best and brightest across product management, professional services, and development, and support.Ask the Experts – makes this expertise easy to access any time, any whereRegarding Easy to Buy: Cloud Services Agreement – provides flexibility for our clients – including making it easy to accommodate capacity changes such as for seasonal usage, providing price certainty and transparency to buy more and renew.Annual capacity pools provide for seasonal usage Price certainty and transparency to buy more and renewAnnual checkpoints to rebalance capacity, reduce capacity, or terminate arrangementUpgrade timing flexibilityChoice of comprehensive customer care packages
- #39 They have 3 vendors and over 300 agents for handling incidents in RightNow. Each of these Business units and Support type required different information to be captured from the customer. A customer Service or CS incident needs more of account information from the customer whereas a technical support incident required more system specific info. Although the support agents at Real were universal, they could work on only one support type of one Business unit based on their profile and Workspace setup. Profiles were setup for Games CS, Music TS etc. Drawback with this approach was all queues (Games CS, Games C2C, Games TS, Music TS, and Media CS etc) had to be monitored with sufficient agents assigned to handle each of the queues. We recommended contextual workspaces to meet their business challenge. The contextual workspace was designed to include most of their incident queues (36 of them). 50 odd custom fields have been added to this workspace. Based on a particular queue selection, the Workspace loads up products/categories/Resolution and custom fields that are specific to that incident queue. Real has rolled this to all their vendors and this workspace is being used concurrently by all their 100+ agents. All the agents are now on this common workspace and are able to handle incidents of all Business Units and Support types. Our Observation: Despite having 80 odd workspace rules and which load/hide different custom fields, and displays different Product/Category and Resolution hierarchies. These fields load instantaneously and there are no performance issues reported. In the screenshots provided within this mail, you will see the workspace as an agent would. The key driver to this workspace and what fields will subsequently show up is the queue. While there are many rules within this workspace, the final two screenshots show some examples of the ‘If and Then’ statements from within the workspaces rule base. If you need further clarification, we can do a quick demo to show how they work. This is a complex use case and was over 200 hours of professional services work to put in place. One item to note here is that with the use of functions (if it were available) we would have been able to minimize the number of rules. It would also be nice to be able to change the label of the column.
- #41 Product management, manufacturing, and other departments gain rich, actionable customer insightReal-time feedback saves company thousands in product returnsEstimated more than $250,000 in annual savings achieved through self-serviceVoice application paid for itself in 90 daysSoftware-as-a-service enables new users anywhere to be added right away