Yesterday at its User Summit, Greg Gianforte CEO, introduced RightNow CX, a customer experience suite designed to increase customer engagement. RightNow CX addresses three primary customer engagement points—the Web Experience, the Social Experience, and the Contact Center Experience— to enable a seamless experience, regardless of the number or type of interactions initiated. Unlike CRM, which is an internally focused customer management systems, CX solutions are rooted in the end consumer. It turns customer relationship management on its head to better align with what is happening on the Web with social media.
The 2009 RightNow Customer Experience Impact Report found that 86 percent of consumers quit doing business with a company due to a bad customer experience; 82 percent of consumers that had a bad experience told others about it. This is consistent with other reports I have seen and extends the trends found in their 2008 report (see: Customer Service Still Matters - Even More Than Ever). With social tools at their disposal, the repercussions of this can be enormous. Many customers are now more likely to talk about their experiences on social media than deal with the company’s web site. The famous United Break Guitars video is a classic example with its over 5.7 million views.
The RightNow Web Experience integrates into a company’s existing web infrastructure for a fully branded online customer experience. When consumers visit a website they find an interactive, branded environment. They can also easily transition across web self-service, agent online, mobile devices and telephone assistance based on their needs. The RightNow Web Experience includes Customer Portal (for web and mobile self service), Chat and Co-Browse, Email Management and Web Experience Designer.
The RightNow Social Experience taps into social networking (e.g., YouTube, Twitter, or Facebook) to promote brands, facilitate community, address customer concerns and drive revenue. The RightNow Social Experience allows companies to proactively monitor the discussions occurring on the social web, as well as facilitate interactions within communities sponsored by their brand.
RightNow recently acquired HiveLive, an enterprise-class social platform provider. With the release of RightNow November ’09, also announced yesterday, the HiveLive technology has been fully integrated and is now part of the RightNow Social Experience which includes Cloud Monitor, Support Community, Innovation Community, and Social Experience Designer.
The RightNow Contact Center Experience delivers multi-channel customer experiences via phone, e-mail, online chat and voice self service. It includes Phone and Multi-Channel Interaction Management, Case Management, Voice Automation, and Contact Center Experience Designer (which consists of Desktop Workflow, Agent Scripting and Contextual Workspaces).
This is certainly a move in the right direction to align with social media and what is happening on the Web today. It is also consistent with what they have been doing so far as I have covered in past posts (see for example: RightNow Provides Web Social Monitoring and Analytics with Latest Release). I look forward to hearing more about it. I was originally planning to attend this event but bad cold sidelined me so I will have to catch up on the rest of the details.
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