© RightNow Technologies, Inc.
Social-Enabled Agent Desktop: Get Back Into Conversations With Your Customers!
Neil SrinivasanProduct Manager, Contact Center
IntroductionSocial Media for your BrandHow to engage with CustomersResources & Next StepsQ&A + Discussion
IntroductionSocial Media for your BrandHow to engage with CustomersResources & Next StepsQ&A + Discussion
RightNow CXThe Customer Experience Suite
Intelligent Voice Automation
Multi-Channel Agent Desktop
Contact Center Experience Design
Web Self-Service Mobile
Chat and Co-BrowseEmail Management
Web Experience Design
Support CommunitiesInnovation Communities
Cloud MonitoringSocial Experience
Design
Customer FeedbackService Sales Marketing
Analytics
Knowledge FoundationEnterprise Integration & Extensibility
Intelligent Voice Automation enables organizations to identify, segment, and route callers based on who they are and what they need, providing a highly personalized, branded experience
Dynamic Agent Desktop empowers agents with knowledge to efficiently and consistently deliver exceptional customer experiences across channels
Contact Center Experience Designer gives your contact center staff the power to define and manage the customer experience you want your customers to enjoy
Leverages RightNow Engage for proactive customer interaction, feedback, and business insight
Built upon the RightNow CX Cloud Platform, lowering total cost of ownership, while delivering enterprise performance, scalability, security, and integration
Applications designed to deliver exceptional, consistent customer experiences over the phone and across multi-channel interactions, while driving down costs
RightNow Social Experience
•Answers•Forums•Resources
Support Community
•Ideas•Concepts•Features
Innovation Community
•Moderation & management•Administration•Building toolsSocial
Experience Designer
Listen and respond Build community
IntroductionSocial Media for your BrandHow to engage with CustomersResources & Next StepsQ&A + Discussion
Facebook has 400 million members.
3rd most populous “country”
Visiting social sites is the
4th most popular online activityahead of email
50,000,000
average number of Tweets per day
What are people doing though?
Social Networking
Blogs
Videos & Photos
Forums & Communities
Ratings & Reviews
Wiki
RSS & Tagging
It’s not the technology – it’s the behavior of social people that matters
Source: Forrester Research, Inc.
Your customers are talking you every day…
Creators
Critics
Collectors
Joiners
Spectators
Inactives
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
24%
37%
21%
51%
73%
18%
14%
19%
6%
29%
49%
40%
44%
46%
37%
32%
79%
17%
China (Metropolitan) Europe US
% of adults engaging in social media behaviors
Source: Forrester Research, Inc.
What are they saying?
Social Media Has Empowered The Consumer
Past
• Company manages customer• Company controls brand• Company inhibits transparency• Company focuses on efficiencies
Company Control Customer Control
• Customer owns relationship• Customer voice amplified• Customer perception shapes brand• Customer makes smart, informed
choices
• Social interactions surpass email (a)
• 1% of customer conversations are assimilated as organizational knowledge (b)
• 9% of customer conversations touch the organization, but no learning occurs (b)
• 90% of customer conversations never touch the organization (b)a) Source: Neilson Media
b) Source: Consortium for Service Innovation (CSI)
But contact centers remain focused on answering the phone…
Source: US Contact Babel Report, 2010
Social Media?
IntroductionSocial Media for your BrandHow to engage with CustomersResources & Next StepsQ&A + Discussion
The Customer Experience is a Social Experience
Friends of friends
Socialweb
YourCommunitywww Site
YourBrand
Competitor A
Competitor B
Competitor C
Competitor N…
InfluencersFriendsYourwwwSite
YourContactCenter
Consumers form perceptions of your customer experience without you. To reach them you’ll have to earn the trust and
influence in their social circles.
Who in your company can engage with customers through social media?
Marketing Team
Salespeople
Contact Center Agents
Traditionally maintain the company’s image online
Skilled in broadcast and online media production
Public relations / positioning approach to communications
Limited resources Minimal experience dealing
with real customer issues
Highly skilled in 1:1 interactions
Deep understanding of how customer needs align with company offerings
Typically new to social media
Fully utilized to generate company revenue
Strongly motivated by quota and compensation
Also highly skilled in 1:1 interactions Deep understanding of how customers use
products and services Knowledgeable about company policies and
procedures Experienced in handling sensitive and
critical situations Typically new to social media Focused on representing the company
across media channels
What kind of skills are needed to engage successfully?
Marketing Team
Contact CenterAgents
Salespeople
Professional communication style while representing the company in 1:1 conversations
Knowledge about company products, policies and procedures
Experience handling high-value and influential customers
Capable of managing sensitive situations and upset customers
Familiar with social media
Expertise solving customer issues
Trained in retaining unhappy customers
Access to company systems needed to solve customer’s need
What do you need in order to engage over social media?
your customer
1. Get access to conversations across social media channels
2. Find the conversations that matter to your company
3. Route the important conversations to qualified company representatives
4. Provide representatives with a simple means of engaging, with the company’s best knowledge and guidance at their fingertips
5. Record social media interactions and measure outcomes
RightNow Social Response System
Twitter . YouTube . RSS . Facebook . MySpace …
Sentiment detectionScheduled search
Unlimited resultsIncident creation
Proven CX Methodology
to Great Customer Experiences
…and let your customers contribute
…to take your products/services from good to great
…with rich community insights on demand
…including one of the fastest growing channels: the social web
…that bring your secret admirers out
…don’t wait until the phone rings to address issues
…using insights from the community
…to help one another
SOCIALIZED
IntroductionSocial Media for your BrandHow to engage with CustomersResources & Next StepsQ&A + Discussion
Resources and Next Steps
Find out what your customers are saying about your company:http://www.rightnow.com/cx-suite-cloud-monitoring.php
Find your bearings in the world of social media:Groundswell: Winning in a World Transformed by Social Technologies http://amzn.to/a9e9It Nielson: Global Faces and Networked Places http://bit.ly/hODoM
Get social media experience in the RightNow Community:http://communities.rightnow.com/pages/4d9d782d31
Profile your customers online presence:http://forrester.com/Groundswell/profile_tool.html
Next Steps:Reach out to explore furtherSuggest subsequent seminar topics!
Send me a message on RightNow or LinkedIn:Neil on RightNow: http://communities.rightnow.com/people/8df39c5c86 Neil on LinkedIn: http://www.linkedin.com/in/neilsrinivasan
IntroductionSocial Media for your BrandHow to engage with CustomersResources & Next StepsQ&A + Discussion
Q&A and Discussion
Neil SrinivasanProduct Manager, Contact CenterLinkedIn: http://www.linkedin.com/in/neilsrinivasan RightNow: http://communities.rightnow.com/people/8df39c5c86
Fred PrussackProduct Manager, Social MediaLinkedIn: http://www.linkedin.com/in/fprussack RightNow: http://communities.rightnow.com/people/457a4cbd07
© RightNow Technologies, Inc.
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