powering great web self-service - v2
DESCRIPTION
This version includes an intro to the framework behind behind to deck, as well as a more explicit tie-in of product slides to the value-equation of CX = R + E + A.TRANSCRIPT
1
Powering Great Web ExperiencesDeliver Exceptional Results
2
You Should Know Before You Show [Internal]
Important info about this deck
• Primary Objective: Get a conversion that leads to Discovery
• Who is this deck for: Organizations who have already fixed their efficiency problem
• Primary audience: Executive who owns Service & Support
• Secondary audience: Executive who owns the Website
• Opportunity Playbook: When to use the deck
• RightNow Prospects
• Stage 1: Initial Qualification
• Value Equation Opportunity Mapping:
• REA
Retention
• Service Quality
• Customer Satisfaction Score
• Avg. response time
• Brand Loyalty
• Net Promoter Score
• Retention/churn rate
• Resolution rate• Frequency / Recency
• Multi-Channel Support
• Customer Effort Score
• Cost of Retention• Availability/Accessibility of Service
Efficiency
• Self Service
• Cost per Contact/Interaction• Self-service/Resolution (channel
specific)
• Cost of Operations
• Maintenance Costs
• Cost per resolution/cost per answer
• Answer Usage Rate (CMS) • Answer Utilization/Duplication Rate
Acquisition
• More Opportunities
• Number of Interactions
• Offer Take Rate
• Order Value
• Revenue per transaction/order
• Offer Take Rate
• Up-sell/Cross-sell rate
• RightNow Knowledge Foundation
• RightNow App Builder Connect APIs
Cloud Platform
• Helix
• Sapient Nitro
• SDL Language Weaver
• Neustar
• Birst
Partners
• RightNow Web Experience Tune Up
• RightNow Answer Content Tune-Up
• RightNow Mobile Experience Best Practice Guide
• RightNow Analytics Training
• Cloud Services Agreement
Practices
• RightNow Intent Guide
• RightNow Web Self-Service
• RightNow Guided Assistance
• RightNow Email Management
• RightNow Chat
• RightNow Co-Browse
• RightNow Mobile
Web
• RightNow Social Knowledge Collaboration
• RightNow Support Community & CX for Facebook
Social
Solution Mapping SS REA [Internal]
Table of Contents [Internal]
0. Setup[hidden slides]
1. Intro
2. Opportunity
3. Value
4. Approach
5. Solution
6. Summary
.3 - Table of Contents (you are here)
.1 – Know Before You Show
.4 – Slide Flow
1.2 - Agenda
1.1 - Title Slide
2.2 – Their Priority of ARE
2.1 - External Validation of Customer Experience Value
3.1 – Their Opportunity3.2 - The Impact of Not Solving the Issue3.3 - The Approach Gap3.4 - Call to Action To Change Your Approach3.5 – The Impact of Solving The Issue
4.2 - Mapping a better Approach to the Opportunity
4.1 - The Issue with the Current Approach
5.2 - The Full Solution That Enables the Approach and Delivers to the Value [Three P’s :Product, Partners, Practice]
5.1 - Call to Action To Change Your Solution
6.2 - Next Steps (Get to Discovery)
6.1 - Summarized Business Priority and Opportunity
.2 – Solution Mapping for PG SS REA
Slide Flow [Internal]
Setu
pIn
troO
pp
ortu
nity
Valu
eA
pp
roach
.1
.2
.3
1.1
1.2
2.1
2.2
3.1
3.2
3.3
3.4
3.5
4.1
4.2
4.2
4.2
Solu
tion
5.1
5.1
5.2
5.2
5.2
Solu
tion
5.2
5.2
5.2
Su
mm
ary
6.1
6.2
5.2
5.1
.45.2
5.2
5.2
6
Powering Great Web ExperiencesDeliver Exceptional Results
7
The Issue – The problem to be solved
Business Problem
The Impact – The value derived from solving the problem
Business Opportunity
The Full Solution - The exact solution to solve the problem
Solution Approach
Summary
Agenda
8
* Harris Interactive, 2009 Customer Experience Impact Report
organization after one bad experience.*
stop doing business with an 86% “
”#1 Reason to recommend a company:
Outstanding Service(not price or product quality).*
9
Our Customers Love Us
Our Employees Love Us
Our Investors Love Us
Are You Strengthening Your Relationships?
http://www.petapixel.com/assets/uploads/2010/12/tattoo1.jpg
10
Do you Understand Your Customers Needs?
Understand me.
Make it easy.
Give me what I need.
“”
11
Why Do They Leave?Relationships require understanding
http://www.flickr.com/photos/romeo66/3518001193
12
To Understand The Customer’s Need:Identify The Customer
Identify Their Behavior
Identify Their Intent
http://www.flickr.com/photos/miggslives/4968955535
13
Understanding Makes The Experience RelevantGain a deeper level of understanding to drive meaningful results
Insights
Improve Brand Loyalty
Increase Quality Of Service
Decrease Cost of Operations
Optimize Multi-Channel
Drive More Opportunities
Increase Conversion Rate
Relevant Experience
14
When You Make The Experience Relevant
95%CSAT score~Nikon
http://www.flickr.com/photos/nickwheeleroz/2220008689/
30%call volume reduction~iRobot
7xincrease in NPS~Overstock.com
10ptsincrease in CSAT~Real Networks
50%email automation~Navy Fed. Credit Union
7xchat conversion lift~Telecom New Zealand
Your Customers Experience Can Differentiate Your Brand
15
He likes her?
Behavior Doesn’t Always Signal IntentUnderstanding of behavior may be misinterpreted.
He doesn’t like her?
16
Understand Intent
Move from understanding words to understanding intent
My phone isn’t working“ ”What does this individual really need? Is the phone damaged and they need repair services?
Is the user unsure how to use the phone and they need a tutorial?
Is the phone past its prime, and the user is ready to upgrade to a new phone?
17
Deliver Relevant Knowledge
External Websites
Knowledge Base
Answers
Other Web Pages
Community Posts
Partner Content
FAQs Peer-to-Peer Support
Product Information
Present relevant knowledge wherever it resides
Reduce Your Customer’s Effort To Satisfy Their Need
18
Increase the Number of Opportunities
Our “Mobile Phone” specialist is available to help you now
Do you need
?
Earn The Right To Convert And Retain Your Customers
Engage only high value opportunities
RightNow Powering Great Web Experiences
19
Once Intent is Understood
Engagement
Self-Service
ChatCo-BrowseSocial Support
Web Self-ServiceGuided AssistanceEmail Automation
Mobile
20
The Gateway to Delivering Great Web Experiences
Customizable Widgets
Support Community
Intent Guide
Web Self-Service
Chat
Voice of the Customer
Email (Escalation) Management
Your Incidents (12)
Contact us
Click to Call
Phone: 800-877-3692Email: [email protected]
Submit an incident
Ask a Virtual AgentVirtual Assistant
The Full Self-Service Solution
Cloud Platform Partners PracticesWeb Social
Powering Great Web Experiences
22
Understand Consumer Intent
RightNow Intent Guide
Capability Benefit
Leverage industry-specific language dictionaries Improve Answer Relevancy
Question Matching understands consumer intent & guides them to relevant content & engagements
Increase Insights & Relevance of Interactions
Automate your personalized service through a Virtual Assistant
Improve Service Level & Accessibility of Service
Multi-lingual availability Increase Accessibility of Service & Usability
Deliver real-time, contextually relevant offers
Increase Up-Sell/Cross-Sell Rate & Number of Interactions
Strengthen relationships by guiding consumers to highly relevant knowledge and experiences through an understanding of intent.
RightNow Intent Guide tells us what KLM customers want, not just what they do when on our site. With RightNow we are able to deliver quality support as well as effectively market information and services that are relevant to the customer’s interest.
Roy ScheerderVice President, KLM Airlines
“
”
23
Deliver Knowledge at the Point of Need
RightNow Web Self-Service
Capability Benefit
Patented, self-learning knowledge management system
Increase Self-Service Rate & Cost per Resolution
Syndicate content and functionality to anywhere your customers need help
Increase Availability & Accessibility of Service
Quickly incorporate widgets, videos and other elements while easily customizing for brand
Increase Relevance of Interactions & Decrease Abandon Rate
Partner ecosystem provides language translation and web design expertise and services
Increase Accessibility of Service & Usability
Web Experience and Answer Content Tune-Up Checklists and Best Practice Guides
Improve Service Level & Accessibility
Reduce the operational costs of servicing high volume demands through self service automation and increased agent productivity
RightNow has completely transformed the way Overstock interacts with customers by enabling us to understand and resolve issues with the least amount of time and effort.
Stormy SimonSenior Vice President, O.co
“
”
24
Give Consumers Tools to Help Themselves
RightNow Guides increase self-service rates while improving the relevance of customer interactions.
RightNow Guided Assistance
Capability Benefit
Guides are fully customizable and can be configured to support branding requirements
Increase Accessibility of Service & Usability
Guided troubleshoot decision trees provide consistent handling of complex customer issues
Improve Average Utilization Time
Multiple guides can be deployed in multiple locations throughout a website
Improve Availability & Accessibility of Service
Guided Assistance selections can trigger escalation rules to satisfy business objectives
Improve Resolution Rate & Decrease Escalation Rate
Link guides to other content and engagement channels , including Communities
Improve Answer Relevancy & Relevance of Interaction
Lead Consumers to the Most Efficient Channel
25
Deliver quality communications and timely resolution to disruptive email volumes, with responses that leverage centralized knowledge, routing, workflow and cross channel communications.
RightNow Email Management
It is not about how many emails we can answer, It’s about how we take what people say and filter it back into the business. And that’s a tall order for any business.
Tish WhitcraftSenior Vice President,
Myspace
“
”
Capability Benefit
Facilitates inclusion of active links to communities in responses Increase Customer Satisfaction
Smart Assistant® scans message, automatically suggesting relevant answers while capturing customer interaction
Increase Self-Service Rate
Auto-respond with answers to the customer as part the receipt acknowledgement before the incident gets assigned to the agent
Increase Self-Service Rate
Suggest answers and other self-service channels to increase agent productivity
Decrease Cost per Resolution
Route based on the characteristics of the sender, the content and/or the sentiment of the message
Improve Customer Satisfaction
Engage Customers Online
26
Real-time chat sessions strengthen customer relationship by expanding multi-channel support and improving service quality. Agent productivity is improved by handling simultaneous sessions from a single unified desktop.
RightNow Chat
RightNow is a great solution, not only to mitigate costs in the call center, but also to help provide a better experience.
Ron KellyVice President,
drugstore.com
“”
Capability Benefit
Customer access from smart phone or the web
Increase Accessibility of Service
Launch chat sessions based on Intent-driven criteria
Improve Service Level & Relevance of Interaction
Customer initiated chat or proactive company-defined rules and triggers
Increase Customer Satisfaction
Access to RightNow Knowledge Foundation before, during and after a chat session
Increase Answer Utilization Rate
Customize the look & feel of the interface, or embed in other applications using the Chat API
Improve Service Level & Relevance of Interaction
Get Agents and Consumers on the Same Page
27
Visual communication creates more personal relationships with prospects and customers. Use multi-channel support and increase service quality and improve agent productivity.
RightNow Co-Browse
RightNow is a big factor behind these increases because of the new ways it allows us to communicate with supporters.
Richard Atterton, COO, Compassion UK
“”
Capability Benefit
Visual communication creates more personal relationships with prospects and customers
Increase Customer Satisfaction
Navigate your site with a confused customer
Increase Customer Satisfaction
Guide consumers to relevant content Improve Average Resolution Time
Co-edit documents in real time Increase Service Level
Facilitates consultative sellingIncrease Average Order Value & Decrease Cart Abandonment Rate
28
Leverage Consumers for Social Self-Service
Reduce costs in your contact center through the availability of peer-to-peer and self-service support communities.
RightNow Support Community & CX for Facebook
Capability Benefit
Question-and-answer pairs for a crowd-sourced knowledge base Increase Answer Relevancy
Reputation engine to reward customer participation and expertise
Increase Customer Satisfaction
Robust moderation tools to help facilitate healthy conversation
Improve Service Levels
Maintain a single view of consumer interactions across channels, including Facebook
Increase Relevance of Interactions
SmartSense technology to flag and queue potentially sensitive or abusive post
Improve Insights & Customer Satisfaction Rates
After an extensive search, RightNow was the only provider to give us the flexibility we needed to support all of our different audiences
Jan Poston Day, Sr. Director, Blackboard
“”
29
One Solution, One Experience, Any Device
Increase brand loyalty and multi-channel support by making self-service and engagement options accessible and available.
RightNow Mobile
We’ve loaded college application information, program overviews, course requirements, and even their advisor’s name into the RightNow system which allows students to access the information from any mobile device.
Michele Moskos, Director, Texas Tech University
“
”
Capability Benefit
Enable customers to search for help, view answers, rate answers, and see related questions
Improve Accessibility of Service
Delivers a web chat designed for mobile interfaces
Increase Customer Satisfaction
Allows customers to submit an email query from their smartphones
Improve Resolution Rate & Average Speed to Answer
Helps customers find the right answers with mobile-optimized Guided Assistance
Improve Accessibility of Service
Best practice guides for designing and implementing mobile experiences
Decrease Development Costs
Contact center analytics help optimize allocation of development dollars
Sony Online Entertainment
Measure & Refine For Optimal Performance
30
RightNow Analytics captures, organizes, and disseminates real-time actionable knowledge to deliver insights and reduce cost of operations.
RightNow Engage Analytics
Capability Benefit
Pre-built reports and dashboards; extensive library of customizable charts & charting options
Decrease Costs of Development
Create customized role-based reports with intuitive drag-&-drop graphical report design tool
Improve Agent Satisfaction
Identify customers based upon previous interactions across channel including web, social contact center and mobile
Increase Insights
RightNow Analytics training to help you extract key information related to all CX components
Decrease New Hire Training Costs & Improve Agent Satisfaction
Partnership with Birst provides on demand data warehouse and view across many data sources
Improve Insights & Campaign Effectiveness
“”
Get The Freedom Of The Cloud
RightNow Cloud Services Agreement
31
The RightNow Cloud Services Agreements (CSAs) offers unique and unprecedented flexibility to adapt to your business needs
The Cloud Services Agreement will make it easier for me to more quickly use their solutions rather than getting mired down in contract negotiations for quarters at a time.
Ken HarrisCIO, Shaklee Corporation
“
”
32
Retention
Efficiency
Acquisition
Increase Self-Service
Decrease Cost of Operations
Increase Service Quality
Drive Brand Loyalty
Improve Multi-Channel Support
Increase Number of Opportunities
Increase Average Order Value
Powering Great Self-Service ExperiencesDelivering Exceptional Results
33
Thank you
NEXTSTEPS