Upgrade to RightNow 8RightNow 8 SmartConversion Classes: Online
and Regionalhttp://www.rightnow.com/support/education.html
RightNow 8 Upgrade Services: Contact your account manager for a
personalized upgrade services package
Step by Step instructions available at: RightNow Support
knowledge base, Answer ID 1941Also available through the My Stuff
tab, by clicking the Upgrade RightNow link
Welcome everyone. Were very excited to share with you an
overview of our new RightNow 8 Service product. Once you see the
intuitiveness and power of RightNow 8 we think youll be equally
excited.For todays agenda we plan to spend about 15 minutes on the
Powerpoint overview and the bulk of the time showing you the live
product. Then well come back and talk about the upgrade
process.
Before talking explicitly about whats new in RightNow 8. It is
helpful for you to understand our full solution footprint.
To deliver great customer experience, you have to start with the
right knowledge, which is our Intuitive Knowledge Foundation (iKnow
for short).
That knowledge then needs to be leveraged by the key departments
in your business and delivered to the customer frontline.
There are two new additions to this solution set with RightNow
8.
First, you cant exceed expectations if you dont start by
listening to your customers. Capturing feedback and immediately
acting on it is a pillar for delivering exceptional customer
experience. The new RightNow Feedback solution is designed to do
exactly this.
The second is the introduction of the Customer Experience
Designer which provides the interface between your internal efforts
and the customer frontline. This is a graphical workflow engine
that allows you to design customer experiences from the outside
in.
Lets talk more about the CE Designer.
SmartClient:For high performance call center:Rich user
experienceMuch more interactive user experience than browser-based
applicationsBetter performanceRightNow client rendering will be
significantly faster, performing at levels rivaling traditional
desktop installed clients
New UI:Intuitive interfaceMicrosoft Outlook look-and-feel
provides familiarity, ease of useOne console across Service, Sales
and Marketing activitiesConsistent navigation controls Personalized
business process managementEasily sequence or customize business
process flows
Workspace designer:Role-based profilesSales, Service,
MarketingExecutive, Call Center Manager, Supervisor, Agent
In-context analytics: talk about a little later
Drag-and-drop screen layout
customizationFieldsTabsIntegrationsToolbarsAnalyticsTasks
SmartClient:For high performance call center:Rich user
experienceMuch more interactive user experience than browser-based
applicationsBetter performanceRightNow client rendering will be
significantly faster, performing at levels rivaling traditional
desktop installed clients
New UI:Intuitive interfaceMicrosoft Outlook look-and-feel
provides familiarity, ease of useOne console across Service, Sales
and Marketing activitiesConsistent navigation controls Personalized
business process managementEasily sequence or customize business
process flows
Workspace designer:Role-based profilesSales, Service,
MarketingExecutive, Call Center Manager, Supervisor, Agent
In-context analytics: talk about a little later
Drag-and-drop screen layout
customizationFieldsTabsIntegrationsToolbarsAnalyticsTasks
SmartClient:For high performance call center:Rich user
experienceMuch more interactive user experience than browser-based
applicationsBetter performanceRightNow client rendering will be
significantly faster, performing at levels rivaling traditional
desktop installed clients
New UI:Intuitive interfaceMicrosoft Outlook look-and-feel
provides familiarity, ease of useOne console across Service, Sales
and Marketing activitiesConsistent navigation controls Personalized
business process managementEasily sequence or customize business
process flows
Workspace designer:Role-based profilesSales, Service,
MarketingExecutive, Call Center Manager, Supervisor, Agent
In-context analytics: talk about a little later
Drag-and-drop screen layout
customizationFieldsTabsIntegrationsToolbarsAnalyticsTasks
To deliver a great customer service experience you need to have
your finger on the pulse of your customers. RightNow Feedback
captures real-time customer insight across all customer touch
points and allows you to leverage and take action on that feedback
for continuous improvement
Replaces previous Metrics product
Pre-built templates what are the Service-specific ones?
Graphical survey designerPreview pages and questions as they are
created
Feedback AnalyticsLeverage RightNow Analytics to analyze survey
responses (by survey, question, customer)And automate follow-up
process
Integration with RightNow MarketingLeverage RightNow Marketing
to identify the survey audience (customer segmentation) and create
invitation campaigns
Inline and Contextual:Critical, relevant knowledge integrated
directly into screens and processes
Customizable:Over 300 pre-built reports and dashboardsPlus very
intuitive, easy drag-and-drop report creation
Historical Trending: see performance over time
Separate webinar on Analytics
