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What makes Greg s Mission 21st Century statement particularly interesting is that his current products are a direct reflection of this exact thinking He is absolutely right in his look at how communities and self-service are going to affect customer care, and anticipation of the issues is becoming increasingly important His customer service products released in May 2009 reflect these trends RightNow has all the traditional features and functions you want in this kind of solution, among them: Agent desktop This is the most essential part of any call center based technology solution It provides the agent with all the contact and case information in addition to the knowledge base info the agent needs to resolve the customer s problems or answer their inquiries The RightNow desktop provides agent scripting and guided assistance for specific problems Up-sell and cross-sell There is a Best Offer engine that provides the agent with the best possible other products based on the profile of the customer Additionally, the agent is able to show the products to the customer through the Co-browse feature, which enables the agent to take temporary control of the customer s browser Feedback The customer service solution can gather data from the customer across all service interaction channels phone, web, e-mail, and chat You can incorporate surveys for the agents to give through the Feedback by Proxy feature

The entire contents of the Study Guide are provided in PDF Adobe s Acrobat Reader has been included on the CD

You can also specify a description for each parameter. When you first encounter this syntax, it seems a bit verbose. However, as you use it in your code, you ll find that it documents the intent of the message parameters:

CRM at the Speed of Light: SoCiaL CRM StRategieS, tooLS, and teChniqueS foR engaging YouR CuStoMeRS

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Removing Installation(s)

Self-service This is self service via web or phone When a customer logs onto the portal, the agent sees the customer s activity through pop-up screens and can communicate with the customer using the live chat function But this is also how customers can use self-service to handle their own efforts such as registration or searching a knowledge base One major benefit is that customer data is captured as they use the self-service portal The RightNow system is so robust that iRobot, the company that makes that cute little robot vacuum cleaner the Roomba, now has 97 percent of its customers taking care of themselves This led to a 30 percent reduction in calls to their call centers Using those features of RightNow ordinarily makes you successful, if you ve done your due diligence and implemented correctly What makes the user stand out is the focus RightNow is giving to the social customer s world There are three major components that deserve highlighting: Cloud Monitor While not unique, Cloud Monitor is innovative, intelligent, and sorely needed in customer service This is integrated social media monitoring that not only goes out to the crowd conversation and finds the customer service concerns, but uses what they call their SmartSense Emotion Detector to separate the emotional substance from the noise This is a sentiment analysis tool (see 19) that can identify and prioritize the unhappy campers to the top of the monitoring results While it doesn t automate the business rules and workflow to send red flags to selected role players in the company, the dangerous issues are clearly delineated so the agent can take action The agent gets a choice of what action to take, whether it is creating a service ticket, ignoring the issue, directly calling the customer, or kicking it upstairs if need be It also provides a dashboard that indicates the search monitoring results and the agent actions associated with each of them The record stems from the point of origination in the cloud so where the incident comes from is identified My only beef with this is that they started with monitoring only two sources, Twitter and YouTube, though by the time of publication of this book, they ll have Facebook and multiple other sources I d have started with blogs and Facebook too But that s a tiny beef, given the benefits of this incredible functionality, which you can see in Figure 14-3.

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