• November 30, 2010
  • By Koa Beck, Editorial Assistant, CRM magazine

RightNow Launches RightNow CX for Facebook

RightNow Technologies released RightNow CX for Facebook, allowing companies to monitor and interact with customers via Facebook from RightNow CX, a customer experience suite. RightNow CX for Facebook gives companies the opportunity to provide exceptional customer service experiences to those eager to engage with a brand on Facebook fan pages.

RightNow CX for Facebook, available in 33 languages, gives companies a single view of consumer interactions both from Facebook and other channels. Consumers will receive consistent experiences and seamless transitions as they cross interaction channels.

RightNow CX for Facebook enables consumers to:

  • Find answers in a company's knowledge base and community
  • Add their comments to the company knowledge base
  • Pose questions - either privately with an agent or publicly to your company's community
  • Keep track of their own discussions
  • Share their experience with other users on Facebook

RightNow CX For Facebook enables organizations to:

  • Answer questions directly from the agent desktop
  • Capture all Facebook interactions in the unified customer record
  • Monitor and respond to posts on on the company's Facebook wall
  • Moderate the conversation on thee company's Facebook page
  • Track and report on activity in Facebook

"What [RightNow is] trying to do is to give the user the option to find the answer to their question in the manner that they want to engage with the company - either via community opinion, or through a search in a knowledgebase or through direct interaction with an agent," says Kate Leggett, senior analyst of customer service and call center processes at Forrester. "My take is that it's customer service on the customer's terms, but within the umbrella of the customer service offerings from the company."

RightNow CX for Facebook hopes to give organizations an opportunity to abolish silos, integrating information obtained through Facebook to better understand the customer experience.

"...organizations need to be careful not to just put up a Facebook page and create another silo; social networks must be seamlessly incorporated into their overarching customer experience strategies," explains Greg Gianforte, chief executive officer of RightNow. "Consumers who visit an organization's Facebook page are likely to also pick up the phone or send an email. Only with RightNow CX consumers will be assured of a consistent and seamless experience across all the places where they interact with their favorite brands."

The launch RightNow CX for Facebook places RightNow in the company of similar solutions offered by GetSatisfaction, Parature, Genesys, but Leggett attests that RightNow's capabilities are superior.

"Looking at the offering feature by feature, and comparing it to others on the market, RightNow's is more of a rounded offering," states Legget. "RightNow's facebook app allows users to search the community, search a corporate KB, ask an agent a question, ask the community a question, start a discussion, escalate a question posed to the community to an agent, moderate community discussions, track discussions etc."

In 2011, RightNow plans to add a "click-to-chat" tab to RightNow CX Facebook providing agent assistance. RightNow CX for Facebook will be available with RightNow's November 2010 release.

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.

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