Social experience seminar final simon

RightNow Social Experience

© RightNow Technologies, Inc.

RightNow Social Experience

Ready to put social to work

for your organization?

Listen and respond on the social web…

and cultivate

your own community.

Listen and Respond

CLOUD MONITOR

Thousands of Critical Conversations

Relevant Results

Scheduled Searches

SmartSense Prioritization

Easy Follow-Up

Cloud Monitor Customer Examples

•Gather unsolicited, honest customer feedback and responses about large

broadcasted events such as the PGA Masters Tournament

•Closely monitor customer comments regarding CBS Interactive's Amen Corner •Closely monitor customer comments regarding CBS Interactive's Amen Corner

live video feed of the event to ensure quality service

•Accurately gauge customer satisfaction or dissatisfaction with products and

services for organization to make enhancements or quickly respond to an issue

By monitoring social networking sites, we are able to track true customer

sentiments and views. Only on the social web are consumers giving their true

feelings about a brand or products and we can use this sentiment at CBS to

innovate and learn."

Robert Monteiro, director customer service and communities, CBS Interactive

Cloud Monitor Customer Examples

•Directly connect with customers through the RightNow agent desktop without having to

login to specific networking sites in order to answer product questions

•Use RightNow SmartSense, which detects customer sentiment, to qualify social

inquiries to determine priority of response time

•Quickly identify topics of incoming social inquiries and route to appropriate subject

matter expert for a timely response

“As a growing online retailer, customer service and satisfaction is paramount to

our continued success. RightNow Cloud Monitor is a strategic solution that

supports our conversations with customers in the social media environment by

helping us respond in a timely manner to their needs."

Lisa Larson, director of customer care, drugstore.com

Cultivate Your Own Branded Community

COMMUNITY

Support Community Innovation Community

RightNow Community Applications

Social Experience Designer

Peer-to-Peer Support

Incident Escalation

Crowd-Sourced Ideas

Better Products and Services

Keep Consumers Engaged

Facebook

•Find answers

•Add their comments to your knowledge base

•Ask a question

•Keep track of their discussions

•Answer questions directly from the agent desktop

•Capture all Facebook interactions in the unified

customer record

•Monitor and respond to posts

•Moderate the conversation on Facebook

One of the Three Experiences That Matter

RightNow CX

The Customer Experience Suite

Hearst Corporation

Online community fosters a culture of innovation and

knowledge sharing

Company-wide innovation program rewards employees for

speaking up

New business opportunities are identified and explored

quickly—before the competition can movequickly—before the competition can move

Process improvements are shared across the company

Ideas will come from 20,000 employees across six business

groups and 200 businesses

Room for expansion will allow outside experts to join the

conversation

Rally Software

Agile developer community for peer-to-peer support

and product development

Customized product idea center captures feature suggestions

50% of the roadmap is sourced from the community

Culture of routine innovation enables an 8-week product

development cycledevelopment cycle

9,292 members: customers, partners, and Agile experts

Powerful permissions make it easy to manage multiple

member groups

100 groups, 4,339 posts, 7,920 comments, and counting

Clorox

Open innovation community uncovers early-stage

technology ahead of the competition

100% ROI in two months—thanks to a single idea

Customers and partners provide feedback through online focus

groups

Granular control over permissions protects highly confidential

information

Out-of-the-box deployment in two weeks

New groups emerge every day

Thank you

© RightNow Technologies, Inc.

Thank you