Logo
BodyBGTop
RightNow Brings Cloud Monitoring to the Suite
With its February '10 release, the customer experience vendor deepens its social functions, bridges communities, and expands monitoring features.
Posted Mar 5, 2010
Page 1



Customer experience management vendor RightNow Technologies is keeping its head in the social game. With its February '10 release, the vendor is delivering on some of the promises made at its fall user conference in which social will become a key tenet of business. "This release is fundamentally about deepening the integrations of social with the rest of the platform stack even further," says RightNow vice president (and former HiveLive CEO) John Kemble. RightNow acquired Kemble's social networking company HiveLive in September. 

Central to the late-winter release are updates to its Cloud Monitor technology and integration among RightNow customer and employee communities. 

Cloud Monitor: First introduced in May, RightNow's monitoring technology allows a company to keep a close ear to social conversations. The vendor has updated the monitoring to include further channels. 

  • Cloud Monitor for RSS - Agents can now search and monitor RSS-compliant sites such as blogs.
  • Cloud Monitor for RightNow Community - Customer service agents are able to search and monitor RightNow Communities
  • Incident Creation - Taking action on insights has become an important step in monitoring conversations. RightNow gives agents a tool to easily create an Incident from within a Cloud Monitor response dialog. 

According to Forrester Research Senior Analyst Dr. Natalie Petouhoff, monitoring as a feature within the actual CRM suite offers benefits, but specialized monitoring companies such as Radian6 and Visible Technologies have a two-year head start over the full-suite vendors now looking to add those pieces."You are seeing companies like RightNow realize the need to monitor," Petouhoff says. "They are beginning to mimic [these] capabilities."   

Community Integration: RightNow has taken additional steps to "socialize the knowledgebase." Not only can agents tap into customer knowledge to use as support, but social tools such as the voting up of questions and answers can help in determining the importance of various issues. 

  • Discussion threads - Users can comment on answers, and rate and move up answers they think are the best. 
  • Widgets - Companies can embed a number of widgets on the customer portal to display content or support answers. 
  • Embed answers - Answer links and content can be embedded within a community post.
  • Contact profiles - A member's profile data can be seen within the Contacts console. Users can see a contact's reputation by posts, status, and the last log-in time. 

"Now consumers can assist in the knowledge creation and maintenance by commenting and rating answers," Petouhoff explains. "When you set up a [support] community, a best practice is you put the ability to ask the crowd, 'Does this help you?' Then when you see 10,000 people vote on it, that's probably a good answer and you should include that into your traditional knowledge base channels and you should offer it up as a solution." The community integration allows this to happen easily. RightNow is enabling people to vote on the crowdsourced entries, and then is giving the company a process to add that knowledge. RightNow's Smart Sense technology is the workflow behind the integration of the communities and the suite. 

"The workflow, Smart Sense technology, that's what's really key," Petouhoff says. "What happened in the past, you might have customers commenting and voting, but then the question is: What is the workflow to get that information into the knowledge base and onto the agent desktop?"

Petouhoff says the RightNow integrations allow customer service departments to bring in social elements without weighing heavily on workload. "What often happens to contact center managers is they are already in overwhelm, so it could look like we have added another channel and the channel is more unwieldy and precarious and more misunderstood than the current channels," she says. For this reason, vendors such as RightNow are working on the underlying workflow and enabling self-service to alleviate some of the possible tension. 

Petouhoff says RightNow is acting upon its social promises at its fall user-conference. "Not only are they changing the applications, but they have made a commitment to change the way they work with their own customers," she says.

News relevant to the customer relationship management industry is posted several times a day on destinationCRM.com, in addition to the news section Insight that appears every month in the pages of CRM magazine.

You may leave a public comment regarding this article by clicking on "Comments" below.

Page 1
To contact the editors, please email editor@destinationCRM.com
Every month, CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit http://www.destinationCRM.com/subscribe/.
Learn more about the companies mentioned in this article in the destinationCRM Buyer's Guide:
{0}
Related Articles
RightNow Technologies' latest release adds chat and surveys to its multichannel customer-care arsenal, seeking to capture the voice of the customer.
The Bozeman, Mont.-based provider's latest quarterly on-demand release "pushes the envelope," according to one industry analyst.
RightNow Technologies' latest release provides the company's answer to social media and customer service.
RightNow Technologies continues to target larger contact centers, with its August '09 edition offering expanded graphical workflow capabilities and trending/analytics features.
The CRM vendor scoops up a social networking and community platform provider for $6 million to expand its social CRM offerings.
Gartner Magic Quadrant for E-Service Suites '09: The increasingly saturated market seeks to solve a common problem: disintegrated customer experience.
RightNow Summit '09: In his opening keynote address, founder and CEO Greg Gianforte outlined the company's plan to rid world of bad experiences.
CEO Greg Gianforte introduces the vendor's new Cloud Service Agreement and calls out CRM competitors for not delivering on the true promises of software-as-a-service.
Greg Gianforte, CEO of RightNow Technologies, stresses mobile and social media interaction at RightNow Summit '10
RightNow Summit '10, Day 2: RightNow's "chief morale officer" explains the value of establishing a corporate atmosphere that's respectful of employees.
 
Search
Popular Articles
 

BodyBGRight
Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
DestinationCRM.com RSS Feeds RSS Feeds | About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us