© 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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