RightNow Technologies has updated its Cloud CRM offering with its August 09 release, boasting new graphical workflow capabilities and enhanced social media monitoring functionality.
New with RightNow August ‘09 is the RightNow dynamic agent desktop which includes Desktop workflow, a graphical, easy-to-use business process designer that guides agents across multiple workspaces and processes throughout a single customer interaction. This includes:
- Drag and drop design functionality allows managers to quickly create new business process flows.
- Linking multiple scripts and workflows together guides agents through complex customer interactions.
- Automated tasks in the background, such as updating contacts and incidents, helps keep interactions efficient.
Other new features include:
- Desktop add-in framework to improve agent efficiency and effectiveness by integrating outside systems and processes directly into the RightNow agent desktop.
- Agent scripting to walk agents through a call script to ensure consistent handling of customer interactions.
- Guided assistance to shorten resolution times and improve first contact resolution rates by guiding the agent to the right answer - the first time.
- Contextual workspaces give agents the right tools at the right time in the context of the customer interaction.
“Great companies can’t leave agent-assisted customer experiences to chance,” says David Vap, vice president, products, RightNow. “The dynamic agent desktop empowers frontline employees to work smarter and engage with customers proactively, with timely, relevant and personalized information that drives better customer interactions.”
One of the first customers of the new agent desktop is Real Networks. “With RightNow, our agents are able to get the right information at the right time during the support process,” says Claudia Lowman, general manager of customer support, Real Networks. “The RightNow agent desktop, along with guided assistance, helps to reduce call times and improves customer satisfaction.”
Using RightNow, RealNetworks has been able to ensure that some 40% of customers now resolve their issues online without escalating to an agent. RightNow catalogs more than 5000 searchable RealNetworks answers, and is accessible to customers 24X7. RealNetworks has also reduced agent call handle times, cut email response times from 24-48 hours to 12 hours or less and increased customer satisfaction score (CSAT) by 10 points.
The new release also builds on the Cloud Monitor functionality introduced in May to enable analysis of trends, emotions and click-throughs by tracking external conversations about products, services and brands, as they occur on the social Web. New social media monitoring capabilities include:
- Key Contributors allows companies to automatically identify social influencers on Twitter, those with frequent tweets and a broad base of followers. The key contributors feature helps companies identify advocates, as well as detractors
- SmartSense Trend provides insight into how customers feel about a company, brand or product. SmartSense Trend lets organisations look at comments on Twitter and sort by emotion, search term and time.
- Cloud Links Analytics offers deep analysis of Cloud Links, the links to social network sites (like Twitter, Facebook, LinkedIn, YouTube and Flickr) that can be included in personalised surveys and outbound emails. With Cloud Links Analytics, organisations can see the number of click-throughs and unique views for each individual link.
“We actively maintain a presence on social networks like Twitter and YouTube.,” says George Sternecker, customer care systems manager, myFICO. “RightNow Cloud Monitor is an exciting new capability that makes it easier for us to ‘watch the Clouds’ while enabling us to proactively respond to posts related to our business leveraging existing customer service staff.”
