I Want To Tap Into Twitter

“We actively maintain a presence on social networks like Twitter and YouTube. 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.” - George Sternecker, myFICO Customer Care Systems Manager

How Does Social Cloud Monitoring Work?

Customers participate in social media through websites like Twitter, YouTube, Facebook, and LinkedIn to get and give information and opinions on everything from sporting events to politics—they also talk about products, services, and brands they’ve done business with or are thinking about doing business with. It gives access to real customer insight. Social cloud monitoring provides insight you can, and should use to your advantage.

With RightNow Cloud Monitor, you can follow discussions that concern your organization on social networking sites and determine appropriate next steps based on the information gathered, such as reaching out proactively or creating a support incident to solve a customer’s problems. RightNow’s social cloud monitoring solution gives your customers a new channel on which to communicate, and also ensures you deliver proactive and personalized customer experience across all channels. Your customers expect it.

Join The Conversation With An Enterprise Social Cloud Monitoring Solution

As part of RightNow’s social cloud monitoring solution, its patented SmartSense emotion detection capability identifies customer sentiment from the search results and can immediately and automatically trigger an action or event, so you can focus and prioritize on the most important postings. For example, based on a customer tweet, RightNow's service Cloud Monitor SmartAssistant can suggest possible solutions and the agent can pick the most appropriate answer and tweet back within the agent desktop with a link to the knowledge base.