RightNow taps social web to boost customer experience

RightNow CX February 10 features several social media enhancements

RightNow Technologies, a vendor of customer experience management software, has launched the latest edition of its on-demand solution designed to help firms tap the social web and thereby improve customer support and drive product innovation.

RightNow CX February 10 features several enhancements to the social experience pillar of the firm's Customer Experience Suite, falling into two main categories, according to chief solution officer David Vap.

"We think you need to have the capability to listen to and respond to community conversations occurring outside your own web site, and the ability to build a community on your own turf. That's how our capabilities are bucketed," he explained.

With this in mind, RightNow has updated its Cloud Monitor tool designed to monitor consumer reactions to a company's products and services. It now includes RSS feed monitoring, the ability to filter results by language, and the ability to create an incident directly from a Cloud Monitor thread.

RightNow also announced enhancements to its Support Community tool, which allows firms to build peer-to-peer support for customers through forums, Q& A pairs and resource libraries.

CX February 10 now integrates community profile information into the contact centre agent's desktop, and will allow agents to moderate certain community members via new SmartSense technology, according to Vap.

RightNow's Social Experience Designer tool, meanwhile, now allows customers to comment on, rate and subscribe to knowledge base answers, embed community posts in a knowledge base answer, and publish content in the wider web via a widget.

"Companies are not going to quit emailing their customers or answering the phone, but they need to combine the social viewpoint consumers have with the way they do business," said Vap.