RightNow CX Boasts New Social Experience with Support Community, Innovation
Community,Social Experience Designer and Cloud Monitor
COLORADO SPRINGS, Colo.--(Business Wire)--
Today RightNow (NASDAQ: RNOW) announced RightNow November `09, the first release
of its customer experience suite RightNow CX.
Designed to build loyalty and drive revenue through superior customer
experiences across web, social and contact center touch points, RightNow CX
includes:
* The RightNow Web Experience which seamlessly integrates into an existing web
infrastructure for a fully branded online customer experience that can easily
transition from web self-service to online agent or telephone assistance.
* The RightNow Social Experience that taps into social networking to promote
brands, facilitate communities, address customer concerns and drive revenue.
* The RightNow Contact Center Experience to deliver superior multi-channel
customer experiences via phone, mobile, e-mail, online chat and voice self
service.
* RightNow Engage to reveal deep customer insights and enable proactive,
relevant customer communications.
* The RightNow CX Platform includes a set of foundational elements that infuse
knowledge across the entire suite and provide the integration and
mission-critical SaaS required to deliver a superior customer experience.
RightNow November `09 Adds Support for `Social` Customer Experiences
Part of RightNow CX, theRightNow Social Experience combines technology acquired
from HiveLive with RightNow Cloud Monitor and RightNow`s long-time consumer
focus, to deliver the market`s first social customer experience suite.
"Organizations today must engage with customers through corporate sponsored
communities and take advantage of the power of the social web rather than be at
its mercy. With the RightNow Social Experience, a key component of RightNow CX,
organizations can tap into the social web and draw on the most passionate
customers and make the most of their collective wisdom and enthusiasm."
David Vap, chief solution officer
RightNow
Available with RightNow November `09, the RightNow Social Experience includes:
RightNow Support Community to enable peer-to-peer support through discussion
forums, question and answer pairing and resource libraries. In the RightNow
Support Community an organization or customer can answer a question once, for
the benefit of the entire community; organizations can also identify product or
service issues before they become support issues. Key features of the RightNow
Support Community allow:
* Community visitors to view and search RightNow knowledge answers or ask for
assistance by creating a RightNow incident, all from within the community
* Corporate social moderators to create incidents from a community post
* Agents to search for community posts/topics within the RightNow agent desktop
while viewing an incident
* Customers to view and search community posts and topics in the RightNow
Customer Portal
RightNow Innovation Community to drive product innovation by capturing
customers` best ideas. Surfacing customer insight can accelerate product
innovation cycles, reduce product development costs, uncover new business
opportunities and drive revenue. Key features of the RightNow Innovation
Community include:
* Ideation Center to help organizations uncover customer insights and ideas
* Concept Tester to speed up product innovation cycles by getting customer
insights and feedback on demand
* Feature request capabilities which can identify new business opportunities
RightNow Social Designer to create, expand and customize a community to fit
specific business needs. This online community platform includes administration
tools to create a highly personalized social experience for customers. Key
features of the RightNow Social Designer include:
* Granular permissions to define member powers for groups and individuals
* Do-it-yourself configuration, no IT help is required to create applications,
expand the community or manage the platform
* A powerful reputation engine to encourage specific customer behaviors
* A rich library of community applications plus the tools to expand, create, and
customize
RightNow Cloud Monitor to proactively monitor conversations on Twitter and
YouTube about products or brands, follow relevant discussions, and determine
actionable next steps such as proactive outreach or creation of a service case.
New to November `09, RightNow Cloud Monitor now includes:
* The ability to store search terms and sources
* Scheduled searches to specify recurring searches and notify agents of new
results
* New configuration capabilities to set up a global Twitter account for all
agent responses
"Joining the conversation is not enough. Organizations today must add social
media as a key element to their overall brand and customer experience strategy.
`Controlling the message` is not an option, but controlling the experience
delivered through social media is. With RightNow November `09, organizations can
engage with socially empowered consumer through monitoring and online community
tools that build brand loyalty and drive revenue."
John Kembel, GM Social Solutions
RightNow
"Businesses are building or connecting with customer communities to gain better
insights into customer behaviors and monitor reactions to business actions.
Organizations can use customer communities to support market research and
product development, accelerate the distribution of marketing messages, provide
deeper insights about individuals and accounts for the sales force, and promote
customer self-service to drive down support costs."
William Band, vice president and principal analyst, Forrester Research
As posted on destinationCRM blog: Want a 360-Degree View? Integrate Customer
Communities with Customer Business Processes
About RightNow
RightNow is helping rid the world of bad experiences one consumer interaction at
a time, seven million times a day. RightNow CX, the customer experience suite,
helps organizations deliver exceptional customer experiences across the web,
social networks and contact centers, all delivered via the cloud. With more than
eight billion customer interactions delivered, RightNow is the customer
experience fabric for nearly 2000 organizations around the globe. To learn more
about RightNow, go to www.rightnow.com.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a
registered trademark of the NASDAQ Stock Market.
RightNow Technologies
Katie O`Connell, 925-674-1487
Mobile: 925-270-6107
koconnell@rightnow.com
or
Horn Group, for RightNow
Will Stickney, 415-905-4025
wstickney@horngroup.com
Copyright Business Wire 2009
