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Powering Great Web ExperiencesDeliver Exceptional Results

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You Should Know Before You Show [Internal]

Important info about this deck

• Primary Objective: Get a conversion that leads to Discovery

• Who is this deck for: Organizations who have already fixed their efficiency problem

• Primary audience: Executive who owns Service & Support

• Secondary audience: Executive who owns the Website

• Opportunity Playbook: When to use the deck

• RightNow Prospects

• Stage 1: Initial Qualification

• Value Equation Opportunity Mapping:

• REA

Retention

• Service Quality

• Customer Satisfaction Score

• Avg. response time

• Brand Loyalty

• Net Promoter Score

• Retention/churn rate

• Resolution rate• Frequency / Recency

• Multi-Channel Support

• Customer Effort Score

• Cost of Retention• Availability/Accessibility of Service

Efficiency

• Self Service

• Cost per Contact/Interaction• Self-service/Resolution (channel

specific)

• Cost of Operations

• Maintenance Costs

• Cost per resolution/cost per answer

• Answer Usage Rate (CMS) • Answer Utilization/Duplication Rate

Acquisition

• More Opportunities

• Number of Interactions

• Offer Take Rate

• Order Value

• Revenue per transaction/order

• Offer Take Rate

• Up-sell/Cross-sell rate

• RightNow Knowledge Foundation

• RightNow App Builder Connect APIs

Cloud Platform

• Helix

• Sapient Nitro

• SDL Language Weaver

• Neustar

• Birst

Partners

• RightNow Web Experience Tune Up

• RightNow Answer Content Tune-Up

• RightNow Mobile Experience Best Practice Guide

• RightNow Analytics Training

• Cloud Services Agreement

Practices

• RightNow Intent Guide

• RightNow Web Self-Service

• RightNow Guided Assistance

• RightNow Email Management

• RightNow Chat

• RightNow Co-Browse

• RightNow Mobile

Web

• RightNow Social Knowledge Collaboration

• RightNow Support Community & CX for Facebook

Social

Solution Mapping SS REA [Internal]

Table of Contents [Internal]

0. Setup[hidden slides]

1. Intro

2. Opportunity

3. Value

4. Approach

5. Solution

6. Summary

.3 - Table of Contents (you are here)

.1 – Know Before You Show

.4 – Slide Flow

1.2 - Agenda

1.1 - Title Slide

2.2 – Their Priority of ARE

2.1 - External Validation of Customer Experience Value

3.1 – Their Opportunity3.2 - The Impact of Not Solving the Issue3.3 - The Approach Gap3.4 - Call to Action To Change Your Approach3.5 – The Impact of Solving The Issue

4.2 - Mapping a better Approach to the Opportunity

4.1 - The Issue with the Current Approach

5.2 - The Full Solution That Enables the Approach and Delivers to the Value [Three P’s :Product, Partners, Practice]

5.1 - Call to Action To Change Your Solution

6.2 - Next Steps (Get to Discovery)

6.1 - Summarized Business Priority and Opportunity

.2 – Solution Mapping for PG SS REA

Slide Flow [Internal]

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Powering Great Web ExperiencesDeliver Exceptional Results

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The Issue – The problem to be solved

Business Problem

The Impact – The value derived from solving the problem

Business Opportunity

The Full Solution - The exact solution to solve the problem

Solution Approach

Summary

Agenda

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* Harris Interactive, 2009 Customer Experience Impact Report

organization after one bad experience.* 

stop doing business with an 86% “

”#1 Reason to recommend a company:

Outstanding Service(not price or product quality).*

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Our Customers Love Us

Our Employees Love Us

Our Investors Love Us

Are You Strengthening Your Relationships?

http://www.petapixel.com/assets/uploads/2010/12/tattoo1.jpg

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Do you Understand Your Customers Needs?

Understand me.

Make it easy.

Give me what I need.

“”

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Why Do They Leave?Relationships require understanding

http://www.flickr.com/photos/romeo66/3518001193

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To Understand The Customer’s Need:Identify The Customer

Identify Their Behavior

Identify Their Intent

http://www.flickr.com/photos/miggslives/4968955535

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Understanding Makes The Experience RelevantGain a deeper level of understanding to drive meaningful results

Insights

Improve Brand Loyalty

Increase Quality Of Service

Decrease Cost of Operations

Optimize Multi-Channel

Drive More Opportunities

Increase Conversion Rate

Relevant Experience

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When You Make The Experience Relevant

95%CSAT score~Nikon

http://www.flickr.com/photos/nickwheeleroz/2220008689/

30%call volume reduction~iRobot

7xincrease in NPS~Overstock.com

10ptsincrease in CSAT~Real Networks

50%email automation~Navy Fed. Credit Union

7xchat conversion lift~Telecom New Zealand

Your Customers Experience Can Differentiate Your Brand

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He likes her?

Behavior Doesn’t Always Signal IntentUnderstanding of behavior may be misinterpreted.

He doesn’t like her?

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Understand Intent

Move from understanding words to understanding intent

My phone isn’t working“ ”What does this individual really need? Is the phone damaged and they need repair services?

Is the user unsure how to use the phone and they need a tutorial?

Is the phone past its prime, and the user is ready to upgrade to a new phone?

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Deliver Relevant Knowledge

External Websites

Knowledge Base

Answers

Other Web Pages

Community Posts

Partner Content

FAQs Peer-to-Peer Support

Product Information

Present relevant knowledge wherever it resides

Reduce Your Customer’s Effort To Satisfy Their Need

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Increase the Number of Opportunities

Our “Mobile Phone” specialist is available to help you now

Do you need

?

Earn The Right To Convert And Retain Your Customers

Engage only high value opportunities

RightNow Powering Great Web Experiences

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Once Intent is Understood

Engagement

Self-Service

ChatCo-BrowseSocial Support

Web Self-ServiceGuided AssistanceEmail Automation

Mobile

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The Gateway to Delivering Great Web Experiences

Customizable Widgets

Support Community

Intent Guide

Web Self-Service

Chat

Voice of the Customer

Email (Escalation) Management

Your Incidents (12)

Contact us

Click to Call

Phone: 800-877-3692Email: help@abc123.com

Submit an incident

Ask a Virtual AgentVirtual Assistant

The Full Self-Service Solution

Cloud Platform Partners PracticesWeb Social

Powering Great Web Experiences

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Understand Consumer Intent

RightNow Intent Guide

Capability Benefit

Leverage industry-specific language dictionaries Improve Answer Relevancy

Question Matching understands consumer intent & guides them to relevant content & engagements

Increase Insights & Relevance of Interactions

Automate your personalized service through a Virtual Assistant

Improve Service Level & Accessibility of Service

Multi-lingual availability Increase Accessibility of Service & Usability

Deliver real-time, contextually relevant offers

Increase Up-Sell/Cross-Sell Rate & Number of Interactions

Strengthen relationships by guiding consumers to highly relevant knowledge and experiences through an understanding of intent.

RightNow Intent Guide tells us what KLM customers want, not just what they do when on our site. With RightNow we are able to deliver quality support as well as effectively market information and services that are relevant to the customer’s interest.

Roy ScheerderVice President, KLM Airlines

“

”

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Deliver Knowledge at the Point of Need

RightNow Web Self-Service

Capability Benefit

Patented, self-learning knowledge management system

Increase Self-Service Rate & Cost per Resolution

Syndicate content and functionality to anywhere your customers need help

Increase Availability & Accessibility of Service

Quickly incorporate widgets, videos and other elements while easily customizing for brand

Increase Relevance of Interactions & Decrease Abandon Rate

Partner ecosystem provides language translation and web design expertise and services

Increase Accessibility of Service & Usability

Web Experience and Answer Content Tune-Up Checklists and Best Practice Guides

Improve Service Level & Accessibility

Reduce the operational costs of servicing high volume demands through self service automation and increased agent productivity

RightNow has completely transformed the way Overstock interacts with customers by enabling us to understand and resolve issues with the least amount of time and effort.

Stormy SimonSenior Vice President, O.co

“

”

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Give Consumers Tools to Help Themselves

RightNow Guides increase self-service rates while improving the relevance of customer interactions.

RightNow Guided Assistance

Capability Benefit

Guides are fully customizable and can be configured to support branding requirements

Increase Accessibility of Service & Usability

Guided troubleshoot decision trees provide consistent handling of complex customer issues

Improve Average Utilization Time

Multiple guides can be deployed in multiple locations throughout a website

Improve Availability & Accessibility of Service

Guided Assistance selections can trigger escalation rules to satisfy business objectives

Improve Resolution Rate & Decrease Escalation Rate

Link guides to other content and engagement channels , including Communities

Improve Answer Relevancy & Relevance of Interaction

Lead Consumers to the Most Efficient Channel

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Deliver quality communications and timely resolution to disruptive email volumes, with responses that leverage centralized knowledge, routing, workflow and cross channel communications.

RightNow Email Management

It is not about how many emails we can answer, It’s about how we take what people say and filter it back into the business. And that’s a tall order for any business.

Tish WhitcraftSenior Vice President,

Myspace

“

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Capability Benefit

Facilitates inclusion of active links to communities in responses Increase Customer Satisfaction

Smart Assistant® scans message, automatically suggesting relevant answers while capturing customer interaction

Increase Self-Service Rate

Auto-respond with answers to the customer as part the receipt acknowledgement before the incident gets assigned to the agent

Increase Self-Service Rate

Suggest answers and other self-service channels to increase agent productivity

Decrease Cost per Resolution

Route based on the characteristics of the sender, the content and/or the sentiment of the message

Improve Customer Satisfaction

Engage Customers Online

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Real-time chat sessions strengthen customer relationship by expanding multi-channel support and improving service quality. Agent productivity is improved by handling simultaneous sessions from a single unified desktop.

RightNow Chat

RightNow is a great solution, not only to mitigate costs in the call center, but also to help provide a better experience.

Ron KellyVice President,

drugstore.com

“”

Capability Benefit

Customer access from smart phone or the web

Increase Accessibility of Service

Launch chat sessions based on Intent-driven criteria

Improve Service Level & Relevance of Interaction

Customer initiated chat or proactive company-defined rules and triggers

Increase Customer Satisfaction

Access to RightNow Knowledge Foundation before, during and after a chat session

Increase Answer Utilization Rate

Customize the look & feel of the interface, or embed in other applications using the Chat API

Improve Service Level & Relevance of Interaction

Get Agents and Consumers on the Same Page

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Visual communication creates more personal relationships with prospects and customers. Use multi-channel support and increase service quality and improve agent productivity.

RightNow Co-Browse

RightNow is a big factor behind these increases because of the new ways it allows us to communicate with supporters.

Richard Atterton, COO, Compassion UK

“”

Capability Benefit

Visual communication creates more personal relationships with prospects and customers

Increase Customer Satisfaction

Navigate your site with a confused customer

Increase Customer Satisfaction

Guide consumers to relevant content Improve Average Resolution Time

Co-edit documents in real time Increase Service Level

Facilitates consultative sellingIncrease Average Order Value & Decrease Cart Abandonment Rate

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Leverage Consumers for Social Self-Service

Reduce costs in your contact center through the availability of peer-to-peer and self-service support communities.

RightNow Support Community & CX for Facebook

Capability Benefit

Question-and-answer pairs for a crowd-sourced knowledge base Increase Answer Relevancy

Reputation engine to reward customer participation and expertise

Increase Customer Satisfaction

Robust moderation tools to help facilitate healthy conversation

Improve Service Levels

Maintain a single view of consumer interactions across channels, including Facebook

Increase Relevance of Interactions

SmartSense technology to flag and queue potentially sensitive or abusive post

Improve Insights & Customer Satisfaction Rates

After an extensive search, RightNow was the only provider to give us the flexibility we needed to support all of our different audiences

Jan Poston Day, Sr. Director, Blackboard

“”

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One Solution, One Experience, Any Device

Increase brand loyalty and multi-channel support by making self-service and engagement options accessible and available.

RightNow Mobile

We’ve loaded college application information, program overviews, course requirements, and even their advisor’s name into the RightNow system which allows students to access the information from any mobile device.

Michele Moskos, Director, Texas Tech University

“

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Capability Benefit

Enable customers to search for help, view answers, rate answers, and see related questions

Improve Accessibility of Service

Delivers a web chat designed for mobile interfaces

Increase Customer Satisfaction

Allows customers to submit an email query from their smartphones

Improve Resolution Rate & Average Speed to Answer

Helps customers find the right answers with mobile-optimized Guided Assistance

Improve Accessibility of Service

Best practice guides for designing and implementing mobile experiences

Decrease Development Costs

Contact center analytics help optimize allocation of development dollars

Sony Online Entertainment

Measure & Refine For Optimal Performance

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RightNow Analytics captures, organizes, and disseminates real-time actionable knowledge to deliver insights and reduce cost of operations.

RightNow Engage Analytics

Capability Benefit

Pre-built reports and dashboards; extensive library of customizable charts & charting options

Decrease Costs of Development

Create customized role-based reports with intuitive drag-&-drop graphical report design tool

Improve Agent Satisfaction

Identify customers based upon previous interactions across channel including web, social contact center and mobile

Increase Insights

RightNow Analytics training to help you extract key information related to all CX components

Decrease New Hire Training Costs & Improve Agent Satisfaction

Partnership with Birst provides on demand data warehouse and view across many data sources

Improve Insights & Campaign Effectiveness

“”

Get The Freedom Of The Cloud

RightNow Cloud Services Agreement

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The RightNow Cloud Services Agreements (CSAs) offers unique and unprecedented flexibility to adapt to your business needs

The Cloud Services Agreement will make it easier for me to more quickly use their solutions rather than getting mired down in contract negotiations for quarters at a time.

Ken HarrisCIO, Shaklee Corporation

“

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Retention

Efficiency

Acquisition

Increase Self-Service

Decrease Cost of Operations

Increase Service Quality

Drive Brand Loyalty

Improve Multi-Channel Support

Increase Number of Opportunities

Increase Average Order Value

Powering Great Self-Service ExperiencesDelivering Exceptional Results

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Thank you

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