RightNow Extends the Industry’s Most Powerful Customer Experience Suite to Facebook
Announcement posted by RightNow Technologies 16 Sep 2010
RightNow CX for Facebook Allows Organisations to Seamlessly Incorporate Facebook into Their Customer Experience Strategies
Sydney - September 16, 2010 - RightNow (NASDAQ: RNOW) today unveiled RightNow CX for Facebook <http://www.rightnow.com/cx-suite-facebook.php> , bringing the industry’s most powerful customer experience suite to Facebook.
RightNow CX <http://www.rightnow.com/cx-suite.php> , the customer experience suite, uniquely powers integrated web, social and contact centre interactions anywhere consumers engage with their favourite brands. With today’s announcement, organisations will be able to seamlessly deliver exceptional customer service experiences to their consumers and fans across Facebook’s global social network.
Organisations can no longer dictate when, where and how they interact with their consumers; rather, they need to engage consumers in their interaction channels of choice. And with more than 500 million active users spending more than three billion hours per month on Facebook*, the site has emerged as a critical interaction point.
Greg Gianforte, chief executive officer of RightNow, comments: “Organisations are rapidly building Facebook pages to interact with their consumers. In fact, nearly half of RightNow’s clients have established Facebook pages. But organisations need to be careful not to just put up a Facebook page and create another silo; social networks must be seamlessly incorporated into their overarching customer experience strategies. Consumers who visit an organisation’s Facebook page are likely to also pick up the phone or send an email. Only with RightNow CX will consumers be assured of a consistent and seamless experience across all the places where they interact with their favourite brands.”
RightNow <http://www.rightnow.com/cx-suite-facebook.php> Powers Exceptional Customer Experiences via Facebook <http://www.rightnow.com/cx-suite-facebook.php>
With RightNow CX for Facebook, organisations will be able to provide consumers and fans with a full set of interaction options – including self, crowd and agent-assisted service – directly from a Support tab on the organisation’s Facebook page.
RightNow CX for Facebook <http://www.rightnow.com/cx-suite-facebook.php> will leverage the common RightNow knowledge foundation, interaction history, support workflow and escalation, community moderation tools, and reporting and analytics capabilities. This fully integrated solution means that organisations will benefit from a single view of consumer interactions both from Facebook and other channels, and that consumers will receive consistent experiences and seamless transitions as they traverse interaction channels. RightNow CX for Facebook <http://www.rightnow.com/cx-suite-facebook.php> will also be available in all 33 languages that RightNow supports, an important factor for organisations engaging with the approximately 70 percent of Facebook users that are outside of the United States.
With RightNow CX for Facebook consumers and fans will receive exceptional customer service experiences without having to leave Facebook, including:
Self Service with the Industry’s Leading Web Service Solution
Find Answers: Allows consumers to easily find the information they need, at any time, by either browsing through answers or entering search terms to receive the most relevant content. With RightNow, consumers can receive answers from both the organisation’s RightNow knowledge base and its RightNow-powered community in one view. RightNow’s patented, self-learning knowledge foundation uses each interaction across web, social and contact centre experiences to continuously improve the answers it delivers.
Knowledge Collaboration: RightNow’s social collaboration capabilities empower consumers to assist in knowledge creation and maintenance by commenting on and rating answers that appear in an organisation’s RightNow knowledge base <http://www.rightnow.com/cx-suite-knowledge-foundation.php> . Organisations can also directly embed or link to consumer-generated content from their RightNow-powered communities to update answers in their RightNow knowledge base.
Crowd Service with Integrated Support Community
Community Discussions: Embeds threaded discussions into an organisation’s Facebook Support tab, allowing consumers to post new questions, ideas and issues to the community, as well as comment on and provide feedback on other posts. For organisations with RightNow-powered communities, posts will appear simultaneously in the Facebook tab and the community.
Ask the Community: Lets consumers pose questions to their peers and then mark the best answer. Unanswered questions can be automatically escalated for agent assistance after a configurable period of time.
Share Experiences: Organisations can harness the power of word of mouth to build brand affinity and attract new consumers by enabling consumers to easily share their service and community experiences on their personal Facebook walls.
Track Discussions: Lets consumers view all discussion threads in which they have participated.
Agent-Assisted Service with Seamless Escalations
Ask an Agent: Seamlessly transitions consumers to agent-assisted support with an easy-to-use “Ask a Question” embedded web form, which automatically routes the query to a contact centre agent for follow up. Agents can respond directly from the RightNow agent desktop, and the entire interaction is captured in the customer record.
Monitor and Respond to Wall Posts: From within the unified agent desktop, organizations can automatically monitor and respond to posts on their Facebook walls. RightNow’s SmartSense sentiment analysis automatically detects the tone of posts and flags high-priority comments for immediate follow up.
Chat with an Agent: With Click-to-Chat, consumers can initiate a chat session to receive agent-assisted help directly from the Facebook tab. (Release anticipated in 2011.)
“The social media revolution has dramatically changed the way businesses and employees interact with their customers resulting in new investments. Contact centres that can analyse, monitor and integrate real-time communications with social media to improve the overall customer experience will gain broad-reaching benefits. It is very important that contact centres gain not only visibility of the customer interactions within social networks, but also the tools to engage and interact,” says Sheryl Kingstone, Director of Research, Yankee Group (“Social Media Is Changing the Face of Customer Service,” Yankee Group, July 2010).
“Not only do consumers demand consistent experiences across interaction channels, they want access to every service option via a brand’s Facebook page that they would expect from the brand’s website. What is unique and compelling about RightNow’s Facebook solution is that it will help on both these fronts: it will transform an organisation’s Facebook page into a powerful support channel where consumers can get fully integrated self service, crowd service, and agent-assisted service; and it will help organizations avoid the mistake of treating Facebook as a silo,” says John Kembel, Vice President, RightNow Social Experience.
Availability
RightNow CX for Facebook <http://www.rightnow.com/cx-suite-facebook.php> will be available with RightNow’s November 2010 release.
About RightNow
RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organisations 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.
*http://blog.nielsen.com/nielsenwire/?s=Top+10+Parent+Companies%2FDivisions&x=0&y=0
RightNow CX <http://www.rightnow.com/cx-suite.php> , the customer experience suite, uniquely powers integrated web, social and contact centre interactions anywhere consumers engage with their favourite brands. With today’s announcement, organisations will be able to seamlessly deliver exceptional customer service experiences to their consumers and fans across Facebook’s global social network.
Organisations can no longer dictate when, where and how they interact with their consumers; rather, they need to engage consumers in their interaction channels of choice. And with more than 500 million active users spending more than three billion hours per month on Facebook*, the site has emerged as a critical interaction point.
Greg Gianforte, chief executive officer of RightNow, comments: “Organisations are rapidly building Facebook pages to interact with their consumers. In fact, nearly half of RightNow’s clients have established Facebook pages. But organisations need to be careful not to just put up a Facebook page and create another silo; social networks must be seamlessly incorporated into their overarching customer experience strategies. Consumers who visit an organisation’s Facebook page are likely to also pick up the phone or send an email. Only with RightNow CX will consumers be assured of a consistent and seamless experience across all the places where they interact with their favourite brands.”
RightNow <http://www.rightnow.com/cx-suite-facebook.php> Powers Exceptional Customer Experiences via Facebook <http://www.rightnow.com/cx-suite-facebook.php>
With RightNow CX for Facebook, organisations will be able to provide consumers and fans with a full set of interaction options – including self, crowd and agent-assisted service – directly from a Support tab on the organisation’s Facebook page.
RightNow CX for Facebook <http://www.rightnow.com/cx-suite-facebook.php> will leverage the common RightNow knowledge foundation, interaction history, support workflow and escalation, community moderation tools, and reporting and analytics capabilities. This fully integrated solution means that organisations will benefit from a single view of consumer interactions both from Facebook and other channels, and that consumers will receive consistent experiences and seamless transitions as they traverse interaction channels. RightNow CX for Facebook <http://www.rightnow.com/cx-suite-facebook.php> will also be available in all 33 languages that RightNow supports, an important factor for organisations engaging with the approximately 70 percent of Facebook users that are outside of the United States.
With RightNow CX for Facebook consumers and fans will receive exceptional customer service experiences without having to leave Facebook, including:
Self Service with the Industry’s Leading Web Service Solution
Find Answers: Allows consumers to easily find the information they need, at any time, by either browsing through answers or entering search terms to receive the most relevant content. With RightNow, consumers can receive answers from both the organisation’s RightNow knowledge base and its RightNow-powered community in one view. RightNow’s patented, self-learning knowledge foundation uses each interaction across web, social and contact centre experiences to continuously improve the answers it delivers.
Knowledge Collaboration: RightNow’s social collaboration capabilities empower consumers to assist in knowledge creation and maintenance by commenting on and rating answers that appear in an organisation’s RightNow knowledge base <http://www.rightnow.com/cx-suite-knowledge-foundation.php> . Organisations can also directly embed or link to consumer-generated content from their RightNow-powered communities to update answers in their RightNow knowledge base.
Crowd Service with Integrated Support Community
Community Discussions: Embeds threaded discussions into an organisation’s Facebook Support tab, allowing consumers to post new questions, ideas and issues to the community, as well as comment on and provide feedback on other posts. For organisations with RightNow-powered communities, posts will appear simultaneously in the Facebook tab and the community.
Ask the Community: Lets consumers pose questions to their peers and then mark the best answer. Unanswered questions can be automatically escalated for agent assistance after a configurable period of time.
Share Experiences: Organisations can harness the power of word of mouth to build brand affinity and attract new consumers by enabling consumers to easily share their service and community experiences on their personal Facebook walls.
Track Discussions: Lets consumers view all discussion threads in which they have participated.
Agent-Assisted Service with Seamless Escalations
Ask an Agent: Seamlessly transitions consumers to agent-assisted support with an easy-to-use “Ask a Question” embedded web form, which automatically routes the query to a contact centre agent for follow up. Agents can respond directly from the RightNow agent desktop, and the entire interaction is captured in the customer record.
Monitor and Respond to Wall Posts: From within the unified agent desktop, organizations can automatically monitor and respond to posts on their Facebook walls. RightNow’s SmartSense sentiment analysis automatically detects the tone of posts and flags high-priority comments for immediate follow up.
Chat with an Agent: With Click-to-Chat, consumers can initiate a chat session to receive agent-assisted help directly from the Facebook tab. (Release anticipated in 2011.)
“The social media revolution has dramatically changed the way businesses and employees interact with their customers resulting in new investments. Contact centres that can analyse, monitor and integrate real-time communications with social media to improve the overall customer experience will gain broad-reaching benefits. It is very important that contact centres gain not only visibility of the customer interactions within social networks, but also the tools to engage and interact,” says Sheryl Kingstone, Director of Research, Yankee Group (“Social Media Is Changing the Face of Customer Service,” Yankee Group, July 2010).
“Not only do consumers demand consistent experiences across interaction channels, they want access to every service option via a brand’s Facebook page that they would expect from the brand’s website. What is unique and compelling about RightNow’s Facebook solution is that it will help on both these fronts: it will transform an organisation’s Facebook page into a powerful support channel where consumers can get fully integrated self service, crowd service, and agent-assisted service; and it will help organizations avoid the mistake of treating Facebook as a silo,” says John Kembel, Vice President, RightNow Social Experience.
Availability
RightNow CX for Facebook <http://www.rightnow.com/cx-suite-facebook.php> will be available with RightNow’s November 2010 release.
About RightNow
RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organisations 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.
*http://blog.nielsen.com/nielsenwire/?s=Top+10+Parent+Companies%2FDivisions&x=0&y=0