© RightNow Technologies, Inc.

RightNow Web Experience

The Customer Experience Imperative

February 2011

86%stop doing business with organization after one bad experience…

and 82% told

their friends about it

Harris Interactive, 2009 Customer Experience Impact Report

Overall poor quality of the customer experience

Get a lower price elsewhere

Customer service representatives’ lack of knowledge

Company policies that create bureaucracy

Lack of customized solutions

Customer service technologies that delay or stop service

68%

53%

45%

40%

39%

38%

Accenture Global Customer Satisfaction Report

Why do customers switch providers?

OUTSTANDING SERVICE is the #1 reason consumers recommend a company to others. 

Above product price and product quality.

#1 Reason

Harris Interactive, 2009 Customer Experience Impact Report

On the Other Hand…

will always or often pay more for a better customer experience—even in a down economy.

60%

Harris Interactive, 2009 Customer Experience Impact Report

Three Experiences That Matter

RightNow CXThe Customer Experience Suite

© RightNow Technologies, Inc.

Web ExperienceSolution Overview

Branded Multi-Channel Online Experience

The Self-Service Challenge

Fact:

You don’t want your customers to call you for help

Fact:

Your customers don’t want to call you either

72% of online consumers prefer to use a company's website to get answers to their questions rather than contact companies via telephone or email. -Forrester Research

The Self-Service Challenge

Providing consumers the help they want

When they want it

Where they want it

How they want it

Have consumer conversations flow seamlessly across all communication channels

And not drive up costs

The Self-Service Solution

A single site via Customer Service Portal

Most commonly viewed FAQs

FAQs available by category

New alerts

Easy search with highly relevant, targeted results

Links to other communication channels • Email, Chat, Co-Browse, Communities, Phone

Syndicate content to deliver to customers at the point of

inquiry

Researching products

Shopping cart and check-out

Completing applications

RightNow CX

CX for Facebook

Support Community

Innovation Community

Cloud Monitor

Customer Feedback

Service Sales Marketing

Analytics

Voice ExperienceManager

DynamicAgent Desktop

Customer Feedback

Service Sales Marketing

Analytics

App Builder

Mission Critical Operations

Knowledge Foundation | Natural Language Search

Intent Guide

Web / Mobile Self-Service

Chat / Co-Browse

Email Management

Intent Guide

Web / Mobile Self-Service

Chat / Co-Browse

Email Management

CX for Facebook

Support Community

Innovation Community

Cloud Monitor

Voice ExperienceManager

DynamicAgent Desktop

RightNow Customer Portal

Out-of-the-box best practices

Easily customized for brand

Quickly incorporate widgets, blogs, videos and other elements

Leverages intelligence of the RightNow Knowledge Foundation

Integrated with RightNow Communities

Provides seamless connection to agent assisted channels

Supports Open Login

Best Practices: RightNow “Reference” Site

Make “Search” visible and easy to

use - customers who want to self-serve will. Saving inbound calls and

emails

FAQs should be “self-learning” –

what is displayed is dynamically ranked based on customer

views

Offer up multiple communications

channels – put the one you want

customers to use most at the top of the list. Have this

consistently across all pages

Tabs can be leveraged for

simple navigation in Customer

Service or across the entire site. They provide

customers a way to know where they

are on a site

Make your most popular questions

easily visible. Chances are, this will solve 80% of

customer questions

Examples of Customized Sites

Robust FAQs Increases Self-Service

Expose knowledge broadly via Google integration

Supports searches by topic or keyword

Show answer summary, improving self-service

Integrated with RightNow Community to show Community answers

Robust FAQs Increases Self-Service

Answers can be text, video, or documents such as User Manuals or Warranties

Collect feedback on answer helpfulness

Provides related answers

Answers are easy to create, edit, and maintain

Reporting to track viewing statistics

Email Management

Configurable Email forms

SmartAssistant scans email, automatically suggesting relevant answers

Routed to best agent via skills and business rules

Use the RightNow Contact Center Experience for a single agent desktop for answer assistance, standard responses, and escalation of issues

SmartAssistant typically deflects 30% of incident volume

Chat for Real-Time Interactions

Reactive, consumer initiated Chat

Proactive Chat based on business rules

Chat Interface easily modified for branding

Chat conferencing and supervisor monitoring and assistance

Chat queue status and auto-reconnect

Real-time reporting

Co-Browse for Hands-On Help

Easy to implement and use

Secure – works with existing firewalls

Works with any browser on any computer

Limits to agent’s control of the consumer’s desktop

Hides sensitive fields such as credit card numbers from the agent

Web Experience Designer

Configurable framework used to create new web applications, including widgets and web pages

WYSIWYG tool for editing

Extensions for Adobe Dreamweaver

Direct access to RightNow web development and production servers

Development UI sandbox capabilities and site deployment tools

Access to custom rich media, Web 2.0 Widgets

Increase sales through higher online conversions

Drive loyalty through premium online experiences

Gain Insights through understanding customer intent

CX Intent Guide with Natural Language Search

Enables a new way to engage with consumers online, shaping next generation customer experiences

Seamlessly overlay’s existing website technologies, so no need to rip and replace.

RightNow CX Intent Guide

Question

MatchingVirtual

Assistant

Web Form

AssistantContextual

Offers

RightNow CX Intent Guide includes four web page overlays for online consumer interaction:

A Seamless Customer Experience

Single sign-on

Integrated search

Syndicated widgets

Incident escalation

Socialized answers

Web Experience Social Experience Contact Center Experience

Deep integration with Knowledge Foundation

Gartner E-Service Magic Quadrant

“RightNow Technologies still remains the worldwide leader in eservice market share in the eservice space, and continues to grow.” (Gartner 2009)

Best CX Solution

Web Customer Service

Social

RightNow has the highest total ranking across the three experiences that matter the most: eService (Web), Social, Contact Center.

Contact Center

“Vendors that can demonstrate a strategy of providing support for all these areas (contact center, Web, analytics and social

CRM) will be best-positioned to lead the market.”

CRM Magazine Winners2010 CRM Service Awards

“We don’t just talk about listening to the customer—we

actually do it.”

—Ron Kelly, Vice President of customer and Pharmacy Services, drugstore.com

2010 Service Elite

RightNow at a Glance

• Mission: Rid the World of Bad Experiences

• 13 years of deep Cloud delivery and CX expertise

• Solutions deliver superior customer experiences across channels

• Focus on tangible business results

Customer Experience Experts

• Fully multi-tenant Cloud infrastructure• Five global datacenters

- US (2), US Government, Canada, UK• PCI, DIACAP, FERPA, FISMA, GLBA,

HIPAA, NIST compliant and certified

Cloud Leadership

• 18 worldwide offices

• 900+ employees

• 33 languages supported

Global Operations

• 13 years continuous revenue growth

• Subscription-based recurring revenue

• Profitable

• Strong balance sheet; no debt

Solid Financial Performance

~1,900 Clients Worldwide

CX Commitment: A Revolutionary Engagement Model

• Centers of Excellence• Ask the Experts

EXPERTISE

• Client Success Managers• RightNow Project Methodology

FOCUS ON RESULTS

• Pilots – Try before you buy• Cloud Services Agreement

EASY TO BUY

© RightNow Technologies, Inc.

Customer Testimonials

Customer Results

• Saving $1 million per month• 72% reduction of inbound emails• 25% reduction in call handle times• 10% increase in CSAT Score• 7X increase in Net Promoter Score

• 92% customer satisfaction level for phone incidents• 30% reduction in email workloads• Retention rate for trial subscription offer tripled• First day of launch email decreased by 55%• Saving over $35,000 per month by using RightNow• 71% increase in respondents much more likely to recommend 

Logitech’s products in light of their recent support experience • 50% decrease in customers less likely to recommend Logitech’s

products• 75% increase in respondents who graded Logitech support as Excellent

• Customer satisfaction scores above 95%• 50% reduction in call response times• 70% reduction in email response times• Baseline and Nucleus Research awards, 3,200% ROI over 3-year period

• Lowest customer service costs in the industry • 90% reduction in agent errors, yielding 833% ROI

• Handled 50% increase in incidents despite 10% budget cut• Most customer emails are answered within eight hours, and greater than

99% are answered within 24 hours

RightNow Customers Set the Standard

Case Study: Overstock.com

Facts:

1,000+ contact center agents

Multi-channel contact center

Personalized agent experience delivered through workspaces

Rapid growth and rapidly changing customer base

Results:

Reduced operating expenses by $1,000,000 per month from contact center reductions alone

Email volume down 72%

First-call resolution rates improved 10%

Call handle times reduced by 25%

Dashboards deliver real-time actionable information to key decision makers

RMA and Teradata database integrations bolster contact center efficiency

Ranked #4 retailer nationwide by National Retail Federation in customer service—one year after not making the top 150

NetPromoter score has nearly 7x improvement

Customer satisfaction scores jumped 10%

Case Study: EA

Goals:

Provide effective support to millions of customers worldwide across hundreds of titles

Handle growing incident volume generated by new online titles

Seamlessly link multiple offshore outsourcers and internal resources

Solution:

RightNow Web Self-Service

Results:

Able to handle 50% increase in incidents despite 10% budget cut

Delivery of premium service levels in support of premium brand

Awarded the Gartner CRM Excellence Award

Global visibility into service processes enables continuous improvement

Tens of thousands of email messages answered daily with a 24-hour turnaround

Unified environment for incident tracking enhances the customer experience

Facts:

3,500 Multi-Channel Agent Desktops (phone, email, and chat)

Displaced Nearly 3,000 Seats of KANA for email management

Agent knowledge base serving nearly 10,000 agents

12 million sessions a month served up through web self-service

27 interfaces for unique customer experiences

Results:

Less effort, more quality

Intelligent interface allows business to focus on content improvement

Robust tool handles nearly 15,000 dynamically changing knowledge articles

Additional 27% email deflection through integrated SmartAssistant

Average handle times reduced by 20% driven by personalized agent experience

External knowledge base helps handle inquiries 24 x 7 and reduced contact volume has led to 24-hour turnaround on all assisted channels

Total annual savings at around at around $14m

Case Study: British Telecom

Case Study: Nikon

Goals

Deliver world-wide superior customer experience across marketing,

sales, and customer service touchpoints

Continuously capture high-value market insight

Keep costs under control

Solution

RightNow CX suite

Achievements

Responsive interactions drive customer satisfaction scores above 95%

50% reduction in call response times and 70% reduction in email response times

Improved visibility into customer concerns enhances marketing and product development

RightNow embraced globally with twelve languages and multi-continent deployments

Earned Baseline and Nucleus Research awards for 3,200+ percent ROI over three-year period

Case Study: RealNetworks

Challenges:

3 Business Units: Music, Game, and Media Services

3 Types of Support: Customer Service, Technical Support, and Winback/Call to Cancel

Each unit/support type requires different information to be captured from the customer

Agents could only work on one support type of one business unit based on their profile and workspace setup and all queues had to be monitored with sufficient agents assigned to handle each of these queue

Case Study: Motorola

Challenges:

Consolidated 5 outsourcer platforms into one standard agent desktop

Being tasked with decreasing cost and increasing revenues

2,150 agent multi-channel contact center

Siebel replacement for 1,500 agent seats

Global consumer, agent, and partner knowledge base

Voice applications for:

Speech routing, voice knowledge base, surveys, status, Locator, CTI

Deployments in 28 languages

Results:

29% reduction in phone calls after implementing RightNow Voice

66% decrease in email after first month of implementing RightNow Service

32% reduction in average handle time vs. previous desktop (Siebel)

Driving up-sell & cross-sell opportunities, offer promotion

Successfully able to move contact volumes between outsourcers based on CSAT and NPS throughout the year

Savings of $15-20 million per year

Case Study: Black and Decker

Challenges:

Make entire org more responsive to customers

Optimize performance and efficiency of customer service across channels

Results:

Product management, manufacturing gained rich, actionable customer insight

Real-time feedback save company thousands in product returns

Estimated more than $250,000 annual savings achieved through self-service

Case Study: iRobot

20 unique outbound emails per month (1 million total)

Drive up-sell and cross-sell revenue

Attract first-time buyers by sending targeted promotions

4,000 surveys to customers per month

Track impact of ongoing customer experience improvements

Pinpoint emerging problems before they adversely impact the business

97% web self-service rate

30% reduction in phone calls, with headcount reduced accordingly

Case Study: Williams-Sonoma

Proactive case management solution for high-dollar and multi-contact customers purchasing furniture from Williams-Sonoma, Inc. brands

RightNow incident created upon order

Customer called within 24 hrs to review order process and delivery

Customer called in 2 weeks to proactively show that order is being monitored

4 weeks later: Shipment ready. Incident updated. Customer called and informed product is being shipped

Results:≈ 5% reduction in returns

Equates to 100 returns/week, growing to 250

$400 average value per return

100 x $400 = $40,000/week savings

KLM Airlines Drive Online Conversions

...“helped us reduce our call and email volume by 18% in just 3 months... tells us what customers want, not just what they do. This is the basis of marketing.”

SVP Marketing, KLM Airlines

Challenge:• Understand the true intent of how customers were

engaging on their website when looking for information, booking a ticket, or seeking out support.

Goals:• Increase online conversions by 30% annually• Make home page more customer friendly and intuitive• Provide natural language search that understands the

intent of the customer and provides insight into consumer needs

Results:

• Improved answer relevancy from 20% to 70%+.• The Top 50 Q&A Pairs achieved 90%+ click-thru• Reduced call center volumes by 18% in 3 months• Continuous Insight in information needs of the customer

La Caixa Improves Customer Experience

… “helped us reduce our call center volume 40% in 3 years”.

Benjamin Puigdevall CEO e-La Caixa

Challenge:Improve online customer experience for customers to

dramatically improve multi-channel customer satisfaction.

Goals:• Increase Relevancy • Improve Click through Rates• Improve Customer Experience while reducing operating

costs

Results:• New Services revenue with click thru 5x to 10x industry

average• Achieved an increase in relevancy by 55%• 15% reduction in call center volumes

Implementation Approach

Documented and repeatable, process-driven

Understand contact center and eService business

process

Reduce risk and uncertainty, manage scope and

change

Consultative and supportive of best practices

Collaborate and validate

Deliver on time and on-budget

Results-Focused

Produces rapid deployment and results

Continuously optimizes solution over long-term

Drives alignment of technology and processes

Ensures high adoption rates and full feature

utilization

Delivers the project expertise of 3,000+ projects

RightNow Project Methodology (RPM)

© RightNow Technologies, Inc.

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