Clear Rules of Engagement Essential for Contact Centres Participating in the Social Web Advises RightNow
Announcement posted by RightNow Technologies 12 Aug 2009
RightNow Publishes Best Practices Guide for Integrating the Social Web with Traditional Customer Interaction Channels
Sydney, Australia (12 August, 2009) - RightNow Technologies <http://www.rightnow.com/> (NASDAQ: RNOW) has published “Customer Service Meets Social Media”, a practical guide designed to help contact centres <http://www.rightnow.com/crm-suite-contact-center.php> successfully incorporate the social web into their customer experience strategy. The guide looks at the differences between the social web and traditional communications channels, how the social web can be used to improve customer interactions and support, and offers a list of best practices to follow when integrating this new channel into the contact centre.
“The biggest social web question organisations face today is not if, but how, should this new interaction channel be incorporated into an existing customer or constituent communication strategy? Most organisations already know that they should be listening, learning and, sometimes, acting on the conversations taking place on sites like Facebook and Twitter. However, the main roadblock to success appears to be ‘how’ to do it. The aim of this guide is to remove that block by providing tangible advice about social web interaction best practices in the context of delivering superb customer experiences, “said Brett Waters, Vice President Asia Pacific – South, RightNow Technologies.
The rise of the social web has changed the way organisations and consumers interact. Conversations are no longer limited to a consumer and customer service agent, rather, external conversations about products, services and brands are happening constantly, in real-time on the internet. In light of this shifting interaction dynamic, the study provides guidelines on how to empower frontline service agents to effectively engage in these conversations. It poses a number of questions to help organisations get started on the right track and advises on how to develop a phased approach that incorporates the essential elements of; planning, listening, participation, evaluation and response.
The study then explains six best practices for working with the social web in the contact centre. Specifically, these ‘rules of engagement’ detail the social web protocols and policy considerations that require attention if a strategy is to be successful. For example, RightNow cautions contact centres to adhere to the behavioural norms for each social networking site, advising that the channel be used to engage consumers through the provision of brief, meaningful content rather than sales pitches.
The report “Customer Service Meets Social Media: Best Practices for Engagement” is published by RightNow Technologies and is available for download at: http://www.rightnow.com/resource-wp-social-contact-center.php
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organisations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,900 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit RightNow Technologies. <http://www.rightnow.com/index.php?cex=1744>
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