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RightNow Product Roadmap. June 2008. Disclaimer.
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RightNow Product Roadmap June 2008
Disclaimer • Statements included in this presentation, other than statements or characterizations of historical fact, are forward-looking statements. These forward-looking statements are based on our current expectations, estimates, and projections about our industry, management’s beliefs, and certain assumptions made by us, all of which are subject to change. Forward-looking statements can often be identified by the words such as “anticipates,” “expects,” “intends,” “plans,” “predicts,” “believes,” “seeks,” “estimates,” “may,” “will,” “should,” “would,” “could,” “potential,” “continue,” “ongoing,” similar expressions, and variation or negatives of these words. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties, and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement. • The risks and uncertainties referred to above include, but are not limited to, our assessment of current trends in the CRM market, possible changes to our approach to CRM and our core product strategies, changes to the functionality and timing of future product releases, customer acceptance of our existing and newer products, possible fluctuations in our operating results and our rate of growth, interruptions or delays in our hosting operations, breaches of our security measures, and our ability to expand, retain, and motivate our employees and manage our growth. Further information on potential factors that could affect our financial results are included in our annual and periodic filings with the Securities and Exchange Commission. • By sharing our product roadmap with you, we are not undertaking an obligation to develop the software with the features and functionality discussed herein. • The forward-looking statements in this presentation are made as of August 27, 2014 (today). We undertake no obligation to revise or update publicly any forward-looking statement for any reason.
RightNow May ’08 February ’08 May ’08 Voice of the Customer Right Information, Right Time • Feedback for chat • Emotion-driven workflow • Customer Portal BETA • Multi-select workspace • field properties • Expanded admin reports • Expanded platform support • .NET 3.5 framework • NIST certification (gov)
RightNow Feedback First and only integrated, on demand multi-channel customer feedback management solution • Capture • Act • Analyze • Simplify • Integrate
Multi-channel Feedback Management Feedback for email • Broadcast surveys: survey a broadly targeted audience via email invitation at a chosen time • Transactional surveys • Automatically capture feedback over the web following an event, transaction, condition, or customer action. • Typically targeted to one individual after a particular transaction (e.g. closed incident) Feedback for web • Website link surveys • Survey individuals visiting a web page • Web page can be linked to from any source (e.g. shopping cart) • Secure feedback in context to web page that survey is linked from Feedback for voice • Conduct automated inbound or outbound surveys over the telephone with speech recognition • Route customer to voice survey after caller accesses a service • Proactively solicit feedback with outbound voice surveys and automated dialing Feedback for chat • Gather valuable customer feedback on their online experience and chat effectiveness • Send survey based on event, such as customer abandoning a chat session • Perform anonymous survey at end of chat session
Key New Feature: Feedback for chat Description • Tightly-integrated surveys within the RightNow Live chat application Key Capabilities • Control offer frequency (daily, monthly, etc) • Control offer delivery based on survey response • Offer opt-in surveys to registered customers after chat interaction • Survey anonymous consumers • Offer time-delayed surveys when contact’s address is captured in chat session • Pre-packaged feedback analytics • Surveys offered vs responded to • Contact history of survey responses • Survey results analysis and trending
Emotion-driven Workflow • SmartSense emotion score of a free text survey question can immediately and automatically trigger an action to take place.
Evolution of the Online Consumer Experience • The service experience is an embedded element of the buying (and staying) decisions of today’s consumers • Organizations are keen to infuse the service experience into their overall brand • Consumer expectations are fluid – organizations need flexibility to adapt • Consumers increasingly interact through digital mediums – video, wikis, podcasts, mobile, etc… • They increasingly rely on and trust other consumers
How Today’s Consumers Learn About Your Products and Services Traditionally: Corporate website, official FAQs, traditional media Today: + Video: Research: Recommendations: Discussion Forums: Locating:
Whom Do Today’s Consumers Trust? Percent who trust each source Source: Nielsen, Oct., 2007
What Does it Mean? To deliver a differentiated online customer service experience, organizations must be able to: • extend service knowledge beyond the ‘Help’ page… • tap these new online resources and media… • wrap it into an overall brand experience, and… • adapt quickly to rapidly-evolving consumer expectations
RightNow Customer PortalLeverage the Power of the Community and Brand • Out-of-the-box best practices for online customer self-service • Easily layer in brand elements to your support site • Flexibly add in (mash-up) Web 2.0 information resources your customers use and need to make informed decisions
Customer Portal - Personas Served • Manager • Developer • Designer *Typically on a Macintosh Toolset MS Word Dreamweaver • Content • Toolset • Java—Eclipse • C#—Visual Studio • Text Editor • Dreamweaver • Toolset • Flash • Photoshop • Dreamweaver • Toolset • MS Word • Text Editor • CMS/Custom CMS • RN Answer Console
Training – Customer Portal Designer and Developer Courses • Regional Workshops • Designer Course • Intended audience would be those who have experience in design of web site and appropriate applications; in charge of look and feel of web site • Developer Course • Intended audience would be developers who create/customize components of the end user pages at developer level • Workshop dates scheduled for Bozeman: • First Series: Designer Course: June 23 – 25; Developer Course: June 26 -27 • Second Series: Designer Course: July 28 – 30; Developer Course: July 31 – Aug 1
Training - 5 New Online Learning Center Computer Based Training Courses • Introduction to the Online Learning Center (Access and Navigation) • This module is intended to aid first-time users of the online learning center in accessing and navigating the site. It will be available on the OLC entry page so customers with no OLC access can view it. • Communication Configuration (how to) • This module explains the purpose, location and method of use of Communication Configuration (including mailboxes) in the Admin console. • Introduction to Database Administration • This module introduces administrators to the Data Administration settings in the Admin console • Monetary Configuration (how to) • This module instructs administrators how to add and configure currencies in the Admin console • Introduction to Service Level Agreements • This module introduces administrators to SLAs, instructs them how to create and modify them and gives examples of the variety of ways to use SLAs.
RightNow August ‘08 Release Theme: TBD Services & Training Products • Customer Portal GA • Co-browse for chat and phone • RN Chat: • Proactive chat • Send HTML/XML w/in chat • response • Chat return to queue • Guided assistance (for agent) • Integration • - .NET Add-in Framework • - C++ Data Integ. Library • Feedback improvements • Campaign Designer usability improvements • MSI installer improvements • Product Registration Building Block • User Conference Workshops (Internal) • - Live Chat, Analytics, & • Customer Portal Designer
RightNow Co-browse • Description: • Ability for a consumer to grant an agent permission to share the consumer’s desktop during a chat or phone interaction • Key Capabilities: • Safe - permissions limit agent’s control of the consumer’s desktop • Secure – works with existing firewalls • Easy to implement - • Seamlessly manage multiple browsers (IE, Firefox, Safari) • Handles web 2.0 technologies (i.e. Flash) • Tightly integrated within the agent desktop
RightNow Co-browse Why it Matters • Improves FCR rates and customer experience with complex product/service support scenarios • Improves customer experience during phone interactions - offer ability to extend phone interaction to web or desktop assistance • Can reduce cart abandonment rates in e-commerce scenarios
Pro-Active Chat Description: Ability to dynamically present a chat invitation to a consumer based on specific, defineable circumstances Key Capabilities: Chat invitation is presented when: Consumer has been on the site for a configurable period of time, OR Consumer has navigated through a configurable number of pages, OR A set of consumer profile characteristics apply (e.g: SLA=Gold), AND an agent is available Pro-active chat widget is part of Customer Portal widget framework
Pro-Active Chat Why it Matters Pro-active chat improves online self-service success and reduces live escalations Improves customer experience by: Allowing consumers to opt-in to agent assistance for service scenarios Only presenting chat option when agent is available
Guided Assistance • Description: • Ability to walk an agent through a series of questions to troubleshoot and reach an appropriate answer • Key Capabilities: • New designer enables quick creation and editing of decision trees • Images and HTML can be added to questions • Trees or branches can be reused and copied into other trees • Preview mode enables designers to walk through the agent experience • Answer searches return both answers as well as decision trees • Customer responses are stored on the incident record for review
Guided Assistance Why it Matters: • Enables consistent handling of complex customer issues regardless of agent experience level • Improves resolution times by guiding the agent to the right answer – the first time • Increases likelihood that complex issues can be resolved by a single agent without escalation • Improves the customer experience by enabling faster resolution, fewer transfers
Feedback Improvements - Feedback Survey by Proxy • The ability for an agent to take a survey on behalf of a contact within their OnDemand Desktop workspace • Benefits: • Allows an agent to call a list of contacts, ask questions from a survey and fill in the answers on behalf of the customer. • Allows the ability for a company to enter the answers to a written survey on behalf of a customer to have all reporting in one system.
Feedback Improvements - Dynamic Survey Content • Greater survey personalization through dynamic content enabled by javascript in source mode • Example: Make the second question or form field on the page change based upon the answer to the first question.
Services: Product Registration Building Block Description • Expand and enhance relationships with customers through the product registration module • Allow customers to register new purchased products and view/edit existing products through an easy-to-use interface • Create targeted purchase experience and product usage surveys to send upon registration of a product by a customer • Leverage your customer’s preferences and feedback for focused and proactive communications – ensure a continuous and profitable relationship • Supporting data regarding purchased products will be stored within the RightNow database • Name, email, address, products, purchased dates, serial numbers, language preferences, service plan details, and opt-in information plus any additional customer-specific custom fields • Marketing can take advantage of understanding customer’s buying habits • Adds to the “holistic” view of the customer - agents can easily see customer’s purchased products (in addition to support incidents, marketing campaigns, and feedback received) and offer more personalized assistance • This module can be easily bolted on to either an existing or a new implementation and is not a “customization”
