Customer Experience Best Practices
Presentations
Chat for an Improved Customer Experience
Chat has become one of the most preferred support and sales channels due to its cost effectiveness and high customer satisfaction ratings. This session will cover the key trends around using chat in the contact center today, what drives customers to use chat, and what benefits it provides. In addition, an in-depth customer success story will be shared by a RightNow client.
Extending Business Insights with RightNow Enterprise Analytics
Capturing metrics and creating meaningful analyses is one of the best ways to gain insight into current and past challenges and successes. Use of a data mart dramatically extends the actionable insights possible with any business intelligence solution. Join us to learn about the new RightNow Enterprise Analytics solution, released in May ’09, providing advanced analytical insights with an on demand data mart purpose-built for RightNow. Learn about solution capabilities, understand how insights are extended even further with external data sources, and view the solution in action via live demo.
Upgrade with Ease
Looking to make an upgrade but unsure of when and how do take on the task? Hear about others' successes, accomplishments, and stories regarding upgrade scenarios. We will discuss the best time to upgrade, the steps to take when planning for an upgrade, and other factors to consider before making the switch. This session will arm you with the knowledge needed to successfully migrate to new releases.
Social Web Landscape and Cloud Monitor
Social web. Social media. Social network. Or just plain social. Enough buzz words? Come join us to learn about how RightNow sees the current social landscape in relation to customer experience, and how it's affecting your customers. We'll share some thoughts on how you can, and should use it to your advantage. We'll also give you a glimpse of the current and near-future Cloud Monitor product, and how it can help you dip your toe into social. Look forward to seeing you there.
Marketing Deliverability
This is a must attend session for anyone using RightNow Marketing. You'll learn best practices in setting up your marketing mailbox, using webforms, opt-in/opt-out policies, using DKIM keys, and more. Learn how to use Cloud Links in your campaigns to encourage recipients to share or become fans/followers of your organization.
Migrating to Customer Portal Page Set
Considering some changes to your customer portal? Join us to learn more about migrating to the customer portal page set. We will cover everything from deployment to production. Learn more about the timeline and how to plan for migration. We will discuss migration planning for moving from RightNow classic to Customer Portal, and moving from November ’07 to Customer Portal. Find out all the tips and tricks for a smooth and successful migration.
Getting More from Your Knowledge Base
It's up and running, and your agents and customers are using it. Now, how do you keep your knowledge base from growing stale? Learn how to get the most from your knowledge base, and tips for keeping it effective. We will discuss ways for keeping the information clean and up to date, as well as share best practices for answer display. Find out how to make the most of searches and how to create product and category linking. Discover new ways to provide the right answer to the right people at the right time by using privileged access and automatically suggesting answers.
Customer Portal - Branding and Design Best Practices
This session is designed for the non-developer. We will provide an overview of the RightNow Customer Portal and the upcoming November ’09 features. You will also learn how to quickly and easily layer your branding elements into the site and create a more interactive and seamless user experience. We will discuss our recommended approaches of user interface branding that will assist your project planning before you launch your Customer Portal site.
Enhance Caller Experience with RightNow Voice IVR
An effective customer experience strategy should incorporate the voice channel as a key component of an integrated multi-channel customer experience solution. With screen pop IVR activity on the RightNow on demand desktop, you can personalize every call using incident and contact information. You'll also save money by automating answers to routine, repetitive calls such as order status and product information.
Customer Experience Best Practices - RightNow Sales
See RightNow Sales in action. During this session, you'll learn best practices and see a demo featuring contextual workspaces, agent scripting, desktop add-ins, and the new agent desktop workflow. See how you can make the most of every lead with RightNow Sales.
The Whys and Hows of Branded Online Communities
These days, customers have all the power. Their voices shape your message. Their opinions drive your sales. Their passion defines your brand. It's time to make those conversations an integral part of your customer experience. RightNow can help you do it with branded communities which allow you to maximize loyalty, improve service, and drive innovation.
Learn about the types of activities and interactions that make for a healthy community Hear about the steps involved in managing the roll-out and maintenance of a thriving community Understand ways to take advantage of a flexible community platform to meet your business goals
Tune-Ups in Action
Join us for a best practices session on how to more effectively leverage the RightNow application. Hear more about ways for knowledge base optimization, agent desktop best practices, how to institute change in a management process, and other general recommendations for making your organization run more successfully and efficiently.
RightNow CTI Solutions
This session summarizes RightNow's overall approach to CTI and the voice-enabled service space. We will cover basic screen pops as well as the integrated desktop solution with our voice platform and desktop screen pops. We will give an overview of partner solutions including 13, OpenMethods, and various on demand partner solutions. We'll then see a brief presentation and demonstration by the OpenMethods partner solution.
Best Practices of RightNow Feedback
RightNow Feedback easily creates and distributes compelling surveys to targeted audiences. Learn more about feedback analytics that provides multiple options for analyzing, understanding, and routing feedback to complete the feedback loop. This session covers best practices including question creation, survey construction, feedback analytics, and real-world case studies. We'll also take you through some of the hot feedback threads in the Community.
Co-Browse Best Practices
Learn how you can leverage RightNow Co-Browse through a phone or chat conversation to provide live help by establishing an instance visual web connection with your customers, helping to create memorable online interactions that reinforce learning. Topics include best practices around co-browsing, guidance on when to use co-browse to improve key metrics including first call resolution rate, sales conversion rate, customer self-service adoption, and call handling time, while also increasing customer satisfaction and building more personal relationships. We will also hear how one RightNow client has successfully implemented co-browse to improve the customer experience.
