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© RightNow Technologies, Inc.
RightNow Web Experience
The Customer Experience Imperative
February 2011
86%stop doing business with organization after one bad experience…
and 82% told
their friends about it
Harris Interactive, 2009 Customer Experience Impact Report
Overall poor quality of the customer experience
Get a lower price elsewhere
Customer service representatives’ lack of knowledge
Company policies that create bureaucracy
Lack of customized solutions
Customer service technologies that delay or stop service
68%
53%
45%
40%
39%
38%
Accenture Global Customer Satisfaction Report
Why do customers switch providers?
OUTSTANDING SERVICE is the #1 reason consumers recommend a company to others.
Above product price and product quality.
#1 Reason
Harris Interactive, 2009 Customer Experience Impact Report
On the Other Hand…
will always or often pay more for a better customer experience—even in a down economy.
60%
Harris Interactive, 2009 Customer Experience Impact Report
Three Experiences That Matter
RightNow CXThe Customer Experience Suite
© RightNow Technologies, Inc.
Web ExperienceSolution Overview
Branded Multi-Channel Online Experience
The Self-Service Challenge
Fact:
You don’t want your customers to call you for help
Fact:
Your customers don’t want to call you either
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
The Self-Service Challenge
Providing consumers the help they want
When they want it
Where they want it
How they want it
Have consumer conversations flow seamlessly across all communication channels
And not drive up costs
The Self-Service Solution
A single site via Customer Service Portal
Most commonly viewed FAQs
FAQs available by category
New alerts
Easy search with highly relevant, targeted results
Links to other communication channels • Email, Chat, Co-Browse, Communities, Phone
Syndicate content to deliver to customers at the point of
inquiry
Researching products
Shopping cart and check-out
Completing applications
RightNow CX
CX for Facebook
Support Community
Innovation Community
Cloud Monitor
Customer Feedback
Service Sales Marketing
Analytics
Voice ExperienceManager
DynamicAgent Desktop
Customer Feedback
Service Sales Marketing
Analytics
App Builder
Mission Critical Operations
Knowledge Foundation | Natural Language Search
Intent Guide
Web / Mobile Self-Service
Chat / Co-Browse
Email Management
Intent Guide
Web / Mobile Self-Service
Chat / Co-Browse
Email Management
CX for Facebook
Support Community
Innovation Community
Cloud Monitor
Voice ExperienceManager
DynamicAgent Desktop
RightNow Customer Portal
Out-of-the-box best practices
Easily customized for brand
Quickly incorporate widgets, blogs, videos and other elements
Leverages intelligence of the RightNow Knowledge Foundation
Integrated with RightNow Communities
Provides seamless connection to agent assisted channels
Supports Open Login
Best Practices: RightNow “Reference” Site
Make “Search” visible and easy to
use - customers who want to self-serve will. Saving inbound calls and
emails
FAQs should be “self-learning” –
what is displayed is dynamically ranked based on customer
views
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
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
Make your most popular questions
easily visible. Chances are, this will solve 80% of
customer questions
Examples of Customized Sites
Robust FAQs Increases Self-Service
Expose knowledge broadly via Google integration
Supports searches by topic or keyword
Show answer summary, improving self-service
Integrated with RightNow Community to show Community answers
Robust FAQs Increases Self-Service
Answers can be text, video, or documents such as User Manuals or Warranties
Collect feedback on answer helpfulness
Provides related answers
Answers are easy to create, edit, and maintain
Reporting to track viewing statistics
Email Management
Configurable Email forms
SmartAssistant 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 issues
SmartAssistant typically deflects 30% of incident volume
Chat for Real-Time Interactions
Reactive, consumer initiated Chat
Proactive Chat based on business rules
Chat Interface easily modified for branding
Chat conferencing and supervisor monitoring and assistance
Chat queue status and auto-reconnect
Real-time reporting
Co-Browse for Hands-On Help
Easy to implement and use
Secure – works with existing firewalls
Works with any browser on any computer
Limits to agent’s control of the consumer’s desktop
Hides sensitive fields such as credit card numbers from the agent
Web Experience Designer
Configurable framework used to create new web applications, including widgets and web pages
WYSIWYG tool for editing
Extensions 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
Increase sales through higher online conversions
Drive loyalty through premium online experiences
Gain Insights through understanding customer intent
CX Intent Guide with Natural Language Search
Enables a new way to engage with consumers online, shaping next generation customer experiences
Seamlessly overlay’s existing website technologies, so no need to rip and replace.
RightNow CX Intent Guide
Question
MatchingVirtual
Assistant
Web Form
AssistantContextual
Offers
RightNow CX Intent Guide includes four web page overlays for online consumer interaction:
A Seamless Customer Experience
Single sign-on
Integrated search
Syndicated widgets
Incident escalation
Socialized answers
Web Experience Social Experience Contact Center Experience
Deep integration with Knowledge Foundation
Gartner E-Service Magic Quadrant
“RightNow Technologies still remains the worldwide leader in eservice market share in the eservice space, and continues to grow.” (Gartner 2009)
Best CX Solution
Web Customer Service
Social
RightNow has the highest total ranking across the three experiences that matter the most: eService (Web), Social, Contact Center.
Contact Center
“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.”
CRM Magazine Winners2010 CRM Service Awards
“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
2010 Service Elite
RightNow at a Glance
• Mission: Rid the World of Bad Experiences
• 13 years of deep Cloud delivery and CX expertise
• Solutions deliver superior customer experiences across channels
• Focus on tangible business results
Customer Experience Experts
• Fully multi-tenant Cloud infrastructure• Five global datacenters
- US (2), US Government, Canada, UK• PCI, DIACAP, FERPA, FISMA, GLBA,
HIPAA, NIST compliant and certified
Cloud Leadership
• 18 worldwide offices
• 900+ employees
• 33 languages supported
Global Operations
• 13 years continuous revenue growth
• Subscription-based recurring revenue
• Profitable
• Strong balance sheet; no debt
Solid Financial Performance
~1,900 Clients Worldwide
CX Commitment: A Revolutionary Engagement Model
• Centers of Excellence• Ask the Experts
EXPERTISE
• Client Success Managers• RightNow Project Methodology
FOCUS ON RESULTS
• Pilots – Try before you buy• Cloud Services Agreement
EASY TO BUY
© RightNow Technologies, Inc.
Customer Testimonials
Customer Results
• Saving $1 million per month• 72% reduction of inbound emails• 25% reduction in call handle times• 10% increase in CSAT Score• 7X increase in Net Promoter Score
• 92% customer satisfaction level for phone incidents• 30% reduction in email workloads• Retention rate for trial subscription offer tripled• First day of launch email decreased by 55%• Saving over $35,000 per month by using RightNow• 71% increase in respondents much more likely to recommend
Logitech’s products in light of their recent support experience • 50% decrease in customers less likely to recommend Logitech’s
products• 75% increase in respondents who graded Logitech support as Excellent
• Customer satisfaction scores above 95%• 50% reduction in call response times• 70% reduction in email response times• Baseline and Nucleus Research awards, 3,200% ROI over 3-year period
• Lowest customer service costs in the industry • 90% reduction in agent errors, yielding 833% ROI
• Handled 50% increase in incidents despite 10% budget cut• Most customer emails are answered within eight hours, and greater than
99% are answered within 24 hours
RightNow Customers Set the Standard
Case Study: Overstock.com
Facts:
1,000+ contact center agents
Multi-channel contact center
Personalized agent experience delivered through workspaces
Rapid growth and rapidly changing customer base
Results:
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 makers
RMA and Teradata database integrations bolster contact center efficiency
Ranked #4 retailer nationwide by National Retail Federation in customer service—one year after not making the top 150
NetPromoter score has nearly 7x improvement
Customer satisfaction scores jumped 10%
Case Study: EA
Goals:
Provide effective 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 resources
Solution:
RightNow Web Self-Service
Results:
Able to handle 50% increase in incidents despite 10% budget cut
Delivery of premium service levels in support of premium brand
Awarded the Gartner CRM Excellence Award
Global visibility into service processes enables continuous improvement
Tens of thousands of email messages answered daily with a 24-hour turnaround
Unified environment for incident tracking enhances the customer experience
Facts:
3,500 Multi-Channel Agent Desktops (phone, email, and chat)
Displaced Nearly 3,000 Seats of KANA for email management
Agent knowledge base serving nearly 10,000 agents
12 million sessions a month served up through web self-service
27 interfaces for unique customer experiences
Results:
Less effort, more quality
Intelligent 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 experience
External knowledge base helps handle inquiries 24 x 7 and reduced contact volume has led to 24-hour turnaround on all assisted channels
Total annual savings at around at around $14m
Case Study: British Telecom
Case Study: Nikon
Goals
Deliver world-wide superior customer experience across marketing,
sales, and customer service touchpoints
Continuously capture high-value market insight
Keep costs under control
Solution
RightNow CX suite
Achievements
Responsive 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
Case Study: RealNetworks
Challenges:
3 Business Units: Music, Game, and Media Services
3 Types of Support: Customer Service, Technical Support, and Winback/Call to Cancel
Each unit/support type requires different information to be captured from the customer
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
Case Study: Motorola
Challenges:
Consolidated 5 outsourcer platforms into one standard agent desktop
Being tasked with decreasing cost and increasing revenues
2,150 agent multi-channel contact center
Siebel replacement for 1,500 agent seats
Global consumer, agent, and partner knowledge base
Voice applications for:
Speech routing, voice knowledge base, surveys, status, Locator, CTI
Deployments in 28 languages
Results:
29% reduction in phone calls after implementing RightNow Voice
66% decrease in email after first month of implementing RightNow Service
32% reduction in average handle time vs. previous desktop (Siebel)
Driving up-sell & cross-sell opportunities, offer promotion
Successfully able to move contact volumes between outsourcers based on CSAT and NPS throughout the year
Savings of $15-20 million per year
Case Study: Black and Decker
Challenges:
Make entire org more responsive to customers
Optimize performance and efficiency of customer service across channels
Results:
Product management, manufacturing gained rich, actionable customer insight
Real-time feedback save company thousands in product returns
Estimated more than $250,000 annual savings achieved through self-service
Case Study: iRobot
20 unique outbound emails per month (1 million total)
Drive up-sell and cross-sell revenue
Attract first-time buyers by sending targeted promotions
4,000 surveys to customers per month
Track impact of ongoing customer experience improvements
Pinpoint emerging problems before they adversely impact the business
97% web self-service rate
30% reduction in phone calls, with headcount reduced accordingly
Case Study: Williams-Sonoma
Proactive case management solution for high-dollar and multi-contact customers purchasing furniture from Williams-Sonoma, Inc. brands
RightNow incident created upon order
Customer called within 24 hrs to review order process and delivery
Customer called in 2 weeks to proactively show that order is being monitored
4 weeks later: Shipment ready. Incident updated. Customer called and informed product is being shipped
Results:≈ 5% reduction in returns
Equates to 100 returns/week, growing to 250
$400 average value per return
100 x $400 = $40,000/week savings
KLM Airlines Drive Online Conversions
...“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
Challenge:• 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• Make home page more customer friendly and intuitive• Provide natural language search that understands the
intent of the customer and provides insight into consumer needs
Results:
• Improved answer relevancy from 20% to 70%+.• The Top 50 Q&A Pairs achieved 90%+ click-thru• Reduced call center volumes by 18% in 3 months• Continuous Insight in information needs of the customer
La Caixa Improves Customer Experience
… “helped us reduce our call center volume 40% in 3 years”.
Benjamin Puigdevall CEO e-La Caixa
Challenge:Improve online customer experience for customers to
dramatically improve multi-channel customer satisfaction.
Goals:• Increase Relevancy • Improve Click through Rates• Improve Customer Experience while reducing operating
costs
Results:• New Services revenue with click thru 5x to 10x industry
average• Achieved an increase in relevancy by 55%• 15% reduction in call center volumes
Implementation Approach
Documented and repeatable, process-driven
Understand contact center and eService business
process
Reduce risk and uncertainty, manage scope and
change
Consultative and supportive of best practices
Collaborate and validate
Deliver on time and on-budget
Results-Focused
Produces rapid deployment and results
Continuously optimizes solution over long-term
Drives alignment of technology and processes
Ensures high adoption rates and full feature
utilization
Delivers the project expertise of 3,000+ projects
RightNow Project Methodology (RPM)
© RightNow Technologies, Inc.
Thank You