RightNow CX Helps Companies and Their Customers Get Social


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RightNow CX February 10 Includes Increased Reach with Cloud Monitor and
Community Enhancements, Helps Organizations Harness the Social Web to
Improve Customer Experience

Bozeman, Mont. , February 17, 2010

RightNow (NASDAQ: RNOW) today unveiled RightNow CX February 10, the customer experience suite, which includes new social functionality to help organizations deliver a better customer experience.

Customer Experience in a Social World

Today’s consumers are informed, connected and more vocal. They expect that their experience with a company will remain consistent and feel seamless as they traverse social and traditional channels. As a result, companies are under pressure not only to quickly identify strategies and technologies to keep up with the increasing number of customers interacting about their brand on the social web, but also to ensure that social efforts are part of their cohesive customer experience strategies.

RightNow CX February 10 gives organizations a way to listen and respond to conversations with their consumers on the social web and build branded communities to cultivate their own conversations – all seamlessly integrated with the web experience and contact center experience

“One key to getting an ROI is making social media part of how people get their job done. This requires that social media not be deployed as an isolated, point application, but rather seen as part of the key infrastructure and as an application that is used to get customer service work done and to improve the customer experience.” “Best Practices: Five Strategies For Customer Service Social Media Excellence,” Forrester Research, Inc., August, 2009.

Better Social Experiences with RightNow CX

RightNow CX February 10 connects organizations with consumers on the social web, which drives the delivery of a more complete customer experience aligned with customer expectations:

Better Social Experiences with RightNow CX
RightNow CX February 10 connects organizations with consumers on the social web, which drives the delivery of a more complete customer experience aligned with customer expectations:

RightNow Community applications help organizations build branded communities for connecting and engaging with consumers. What’s new in RightNow CX February 10:

  • Socialized Knowledge Base:  Consumers can assist in knowledge creation and maintenance by commenting on and rating answers that appear in an organization’s RightNow Knowledge Base.  Organizations can directly embed or link to consumer-generated content from their RightNow-powered communities to update answers in their RightNow Knowledge Base.

  • SmartSense Moderation Workflow: Organizations can be more vigilant about conversations happening in their RightNow Communities, with the ability to scan and automatically route content to the appropriate next step (publish, moderate, or discard) based on the sentiment of the post.

  • Community Widget:   Relevant RightNow Community content can appear within an organization’s public-facing Customer Portal, giving consumers a unified view of corporate and user-generated content. 

RightNow Cloud Monitor gives organizations a way to be part of customer conversations on social network sites like Twitter, Facebook, MySpace and YouTube. What’s new in RightNow CX February 10:

  • Cloud Monitor for RSS:  Organizations can see and respond to a more complete scope of the conversations happening in the social web with the ability to monitor the millions of RSS-enabled blogs and web sites. 

  • Cloud Monitor for RightNow Community:  Organizations have a more complete social view of their customers by viewing consumers’ community posts alongside their other social activity. Community posts can also be escalated to agents for resolution based on configurable parameters; adding this capability to Cloud Monitor enables agents to respond proactively to a wider set of posts and more easily identify hot post topics. 

  • Cloud Monitor for MySpace and Facebook: Available later in 2010, Cloud Monitor will incorporate conversations in Facebook and MySpace.

Comments on RightNow CX February 10

“By engaging with consumers in the social web and connecting it to the overall customer experience, companies can turn consumers into loyal and vocal advocates.  RightNow uniquely provides a comprehensive customer experience suite that weaves the social experience across the entire customer journey.”  
John Kembel, vice president of RightNow’s Social Experience Center of Excellence

“As a leading online retailer with a growing number of web stores, monitoring what’s being said about our brands on social sites allows us to respond quickly to customers, and increases our positive engagement. Using RightNow CX helps us tightly connect the activities on the social web with our overall customer experience strategy and system.”
Lisa Larson, director of customer service, drugstore.com

“It’s important to understand the potential of social networking and the customer experience as well as how these technologies can be harnessed to deliver on corporate objectives. B2C companies in consumer goods, retail, life science, healthcare, and high tech, in particular, must treat social networking as more than a short-term phenomenon and develop plans to integrate this new channel into its CRM—or, if you prefer, customer experience—strategy.”
AMR, RightNow Technologies Brings Social Into the Customer Experience, Chris Fletcher, November 2009

About RightNow

RightNow is helping rid the world of bad experiences one consumer interaction at a time, seven million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than eight billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations 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.

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