RightNow CX
Cloud Monitoring
Never before have so many people been able to voice their opinions, share their feelings, and have them heard by an unlimited audience. Consumers are spending an increasing amount of time participating in the social cloud and using popular networking sites such as Twitter, YouTube and Facebook to gather information and express their opinions about your products and services, making social web a vital channel of your customer’s experience.
RightNow Social ExperienceWhat is the Cloud Monitoring Application?
RightNow’s Social Cloud Monitoring tools empower your organization to be part of consumer conversations happening in the social cloud with the ability to proactively monitor conversations about your products and brand, follow relevant discussions, and determine actionable next steps such as proactive outreach or creation of a service case based on information gathered. While our Social Cloud Monitoring tools empower your organization to be part of consumer conversations, Cloud Links helps you engage your customers in the social networking world. With Cloud Links you can include links to social network sites like Twitter, Facebook, LinkedIn, YouTube and Flickr in personalized surveys and outbound mailings created using RightNow Marketing and Feedback to spread the word about your organization and gain visibility to consumers that use these links.
Features
- Monitor Twitter and YouTube for conversations that are occurring related to your product, service or organization
- Identifies sentiment through RightNow’s patented SmartSense emotion detection capability
- Engages customers proactively in the social cloud
- Integrated across the full RightNow CX solution
- Supports end-to-end cross-channel customer engagement via social sites, search, Email Management, phone, Customer Portal and Chat
Benefits
Related Information
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Flash Demo: RightNow Cloud Monitor Flash Demo
View this demo to see how RightNow Cloud Monitor can help your organization follow relevant discussions in the social cloud and determine actionable next steps to address your customer’s needs.
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Article: I want to tap Into twitter
Join the conversation! It gives access to real customer insight, and you should use it to your advantage.
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White Paper: Customer Service Meets Social Media: Best Practices for Engagement
As big a game changer as social media is, all the basics for providing service still apply. You’ll have to adapt to not owning the channels you use for service and redefine your guidelines for engagement.
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Article: RightNow Gets Social
If your contact center has yet to embrace the social web and enterprise cloud computing tools, you’re not alone. We can help you take the steps to leverage it successfully.
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Article: RightNow CX Applications
RightNow's full suite of hosted CX software applications further enhance the RightNow CX products.
Greg Gianforte