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Understanding the Power of RightNow 8™. David McCurrach Senior Solutions Consultant RightNow Technologies April 10, 2007. Agenda. Overview: What’s New in RightNow 8 Core product enhancements RightNow Service™ – Incident Management RightNow Marketing™ – Proactive Communication - PowerPoint PPT Presentation
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AgendaOverview: Whats New in RightNow 8 Core product enhancementsRightNow Service Incident ManagementRightNow Marketing Proactive Communication RightNow Feedback Surveys (old RightNow Metrics)
Product demonstration
Upgrade Process
The RightNow Solution
The RightNow SolutionRightNow ServiceSelf-ServiceEmail ManagementChatKnowledge ManagementIncident/Case ManagementRightNow MarketingProactive communicationsNewslettersUpdatesRightNow VoiceIncident managementKnowledge managementPassword resetContact managementAnd moreRightNow FeedbackSurveysResearch
Solution Based Software
Core Product EnhancementsSmartClient TechnologyRich user experienceBetter performance
New User InterfaceHighly intuitive Personalized business process management
Workspace DesignerRole-based profilesIn-context analyticsDrag-and-drop screen layout customization
Incident/Case Management EnhancementsImproved Agent EfficiencyEnhanced for mouse-less operation Tasks enables additional level of workflow
Enhanced Answer ManagementCentral answer information on one screenNew WYSIWYG editor
Flexible Business ProcessesHigh level of personalizationGraphical workflow management
Proactive Communication EnhancementsImproved Mailing ControlsRecency/Frequency capsEnhanced proofing
Easy Content CreationImproved WYSIWYG editorDrag-and-drop ToolboxContent Templates
Enhanced CollaborationTasksNotesAudit Log
RightNow FeedbackCapture feedback across all customer touch points
Pre-built feedback templatesCustomer advocacy managementCustomer satisfaction monitoringNew product development
Automate follow-up and analysis
Replaces RightNow MetricsTM
RightNow AnalyticsIn-line and contextual
Report Design CenterDrag-and-drop creationReal-time preview
Customizable dashboards, reports, and homepages
Historical trending
RightNow 8 Demo
How to Upgrade to RightNow 8: Step-by-StepReview RightNow Upgrade Documentation (Answer 1941)Submit incident to: rightnow.custhelp.comWork with Upgrade Team to set up test siteAdd your customizations to the upgrade test siteVerify the data & functionality in your upgrade test siteTrain your staffProvide sign off on your upgrade test site via your Upgrade ChecklistExecute your upgrade
Upgrade to RightNow 8RightNow 8 SmartConversion Classes: Online and Regionalhttp://www.rightnow.com/support/education.html
RightNow 8 Upgrade Services: Contact your account manager for a personalized upgrade services package
Step by Step instructions available at: RightNow Support knowledge base, Answer ID 1941Also available through the My Stuff tab, by clicking the Upgrade RightNow link
Welcome everyone. Were very excited to share with you an overview of our new RightNow 8 Service product. Once you see the intuitiveness and power of RightNow 8 we think youll be equally excited.For todays agenda we plan to spend about 15 minutes on the Powerpoint overview and the bulk of the time showing you the live product. Then well come back and talk about the upgrade process.
Before talking explicitly about whats new in RightNow 8. It is helpful for you to understand our full solution footprint.
To deliver great customer experience, you have to start with the right knowledge, which is our Intuitive Knowledge Foundation (iKnow for short).
That knowledge then needs to be leveraged by the key departments in your business and delivered to the customer frontline.
There are two new additions to this solution set with RightNow 8.
First, you cant exceed expectations if you dont start by listening to your customers. Capturing feedback and immediately acting on it is a pillar for delivering exceptional customer experience. The new RightNow Feedback solution is designed to do exactly this.
The second is the introduction of the Customer Experience Designer which provides the interface between your internal efforts and the customer frontline. This is a graphical workflow engine that allows you to design customer experiences from the outside in.
Lets talk more about the CE Designer.
SmartClient:For high performance call center:Rich user experienceMuch more interactive user experience than browser-based applicationsBetter performanceRightNow client rendering will be significantly faster, performing at levels rivaling traditional desktop installed clients
New UI:Intuitive interfaceMicrosoft Outlook look-and-feel provides familiarity, ease of useOne console across Service, Sales and Marketing activitiesConsistent navigation controls Personalized business process managementEasily sequence or customize business process flows
Workspace designer:Role-based profilesSales, Service, MarketingExecutive, Call Center Manager, Supervisor, Agent In-context analytics: talk about a little later
Drag-and-drop screen layout customizationFieldsTabsIntegrationsToolbarsAnalyticsTasks
SmartClient:For high performance call center:Rich user experienceMuch more interactive user experience than browser-based applicationsBetter performanceRightNow client rendering will be significantly faster, performing at levels rivaling traditional desktop installed clients
New UI:Intuitive interfaceMicrosoft Outlook look-and-feel provides familiarity, ease of useOne console across Service, Sales and Marketing activitiesConsistent navigation controls Personalized business process managementEasily sequence or customize business process flows
Workspace designer:Role-based profilesSales, Service, MarketingExecutive, Call Center Manager, Supervisor, Agent In-context analytics: talk about a little later
Drag-and-drop screen layout customizationFieldsTabsIntegrationsToolbarsAnalyticsTasks
SmartClient:For high performance call center:Rich user experienceMuch more interactive user experience than browser-based applicationsBetter performanceRightNow client rendering will be significantly faster, performing at levels rivaling traditional desktop installed clients
New UI:Intuitive interfaceMicrosoft Outlook look-and-feel provides familiarity, ease of useOne console across Service, Sales and Marketing activitiesConsistent navigation controls Personalized business process managementEasily sequence or customize business process flows
Workspace designer:Role-based profilesSales, Service, MarketingExecutive, Call Center Manager, Supervisor, Agent In-context analytics: talk about a little later
Drag-and-drop screen layout customizationFieldsTabsIntegrationsToolbarsAnalyticsTasks
To deliver a great customer service experience you need to have your finger on the pulse of your customers. RightNow Feedback captures real-time customer insight across all customer touch points and allows you to leverage and take action on that feedback for continuous improvement
Replaces previous Metrics product
Pre-built templates what are the Service-specific ones?
Graphical survey designerPreview pages and questions as they are created
Feedback AnalyticsLeverage RightNow Analytics to analyze survey responses (by survey, question, customer)And automate follow-up process
Integration with RightNow MarketingLeverage RightNow Marketing to identify the survey audience (customer segmentation) and create invitation campaigns
Inline and Contextual:Critical, relevant knowledge integrated directly into screens and processes
Customizable:Over 300 pre-built reports and dashboardsPlus very intuitive, easy drag-and-drop report creation
Historical Trending: see performance over time
Separate webinar on Analytics
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