Idga right now social imperative
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The document discusses trends in social media and how organizations can enhance engagement through social experiences. It outlines three trends: the explosion of social web platforms like Facebook, fragmented conversations across multiple channels, and blending of operational processes. The RightNow approach is presented for unifying interactions across channels, detecting important conversations, and building communities. Navy Federal Credit Union's success with social media to better serve members is also highlighted. The conclusion emphasizes that operational processes need to stretch across environments and channels, connect to conversations, and be responsive.
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Idga right now social imperative
- 1. © RightNow Technologies, Inc. Creating a Superior Social Experience to Enhance Employee and Citizen Engagement Nitin Badjatia, Director, Customer Experience Strategy, RightNow Johnna Strahle, Manager, Correspondence, Navy Federal Credit Union October 20, 2010
- 2. © RightNow Technologies, Inc. The Social Imperative Nitin Badjatia October 20, 2010
- 3. Outline Three major trends The RightNow approach Navy Federal Credit Union’s success Conclusion Q&A
- 4. Trend 1: The explosion of the social web
- 6. Facebook has 500 million members. 3rd most populous “country”
- 7. 10% of all online minutes http://www.flickr.com/photos/fbouly/3568409530/sizes/l/
- 8. >
- 9. Trend 1: The explosion of the social web The opportunity
- 10. © 2009 RightNow Technologies, Inc. Syndicate social knowledge
- 13. Conversations are fragmented, across channels
- 16. … and can spread everywhere
- 17. The opportunity Trend 2: Fragmenting
- 18. Detect relevance from ambient streams of interaction
- 19. http://www.flickr.com/photos/polvero/3466964233/ Find the important conversations
- 20. Trend 3: Comingling of operational processes
- 21. Constituent interactions are no longer linear
- 22. The opportunity Trend 3: Comingling of operational processes
- 23. S O C I A L SUPPORT OPERATIONS COMMERCE INNOVATION AWARENESS LOYALTY
- 25. http://www.flickr.com/photos/joits/2635926924/ Find the important conversation
- 26. RightNow Cloud Monitor: Listen & Respond Twitter • YouTube • RSS • Facebook • Community Sentiment Detection Unlimited Search Incident Management Multiple Channels
- 27. 27 Build communities of interest
- 28. 28 Super user
- 30. RightNow Support Community Get help Ask questions Learn Discuss
- 32. 32 Insight
- 33. 33 Feedback
- 34. RightNow Innovation Community Submit an idea Test concepts Make a request
- 36. RightNow CX for Facebook Propose an idea Find answers Ask an agent Nov 2010 Ask the community Monitor, track, moderate, report ShareCollaborate
- 37. Social Supported by the Power of RightNow CX Voice Experience Management Multi-Channel Agent Desktop Web Self-Service Mobile Chat and Co-Browse Email Management Support Communities Innovation Communities Cloud Monitoring Customer Feedback Service Sales Marketing Analytics Knowledge Foundation App Builder Mission Critical Operations
- 38. Navy Federal Credit Union
- 39. Serving Those Who Serve the Nation
- 40. About Navy Federal Not for Profit Financial Institution Over 3.5 million members $41 Billion in Assets More than 200 offices around the world
- 41. Why Social Media • We serve where you serve • Build Member Relationship • Connect using Member’s Preferred Channel - Not Ours
- 42. Surprises from Monitoring Employee Posts Security Member reactions
- 44. Conclusion
- 45. (Social) Operational Processes Must… Stretch across controlled, hosted, and earned environments… and mobile too Operate seamlessly across channels Switch to and weave together with adjacent processes Connect to customer conversations and social behaviors (moments of truth) Be responsive, proactive, and nimble
- 46. Q&A
- 47. Thank you!
Editor's Notes
- Integral part of the agent desktop. Treats every social interaction just like other incidents for consistent management, routing, follow-up and reporting. Assesses sentiment through patented technology, so you can prioritize follow-up based on urgency.
- All linked into the common contact record (ability to see community profile, reputation, activity, etc. in the contact record) and incident management (escalation), with integration points for knowledge base (being able to include community posts in answers).Related: Social knowledge base (knowledge collaboration) allows customers to contribute their thoughts/opinions/experiences to the official answers, as well as rate and subscribe to the discussion related to the answer.
- Our newest addition – coming in November 2010. RightNow CX for Facebook brings the full power of RightNow CX to Facebook – web self-service & knowledge base (find answers), crowd-service (community discussions/peer-to-peer support, rating, ideation, moderation etc.) and agent-assisted service (ask a question directly, Cloud Monitor capabilities, etc.)
- Key Messages:RightNow CX is built from the ground up with the customer at the center of the experienceRightNow CX is a modular, multi-channel customer experience solutionRightNow CX includes RightNow’s innovative self-learning knowledge foundation which infuses every customer interaction with relevant and consistent knowledge to provide the basis for a positive customer experienceDetailed Background Info:RightNow CX is a customer experience suite that includes a set of applications to address the three key customer experiences, ensuring a seamless experience, regardless of the number or type of interactions initiated. CX marks the shift from solutions that focus entirely on internal operational efficiencies to solutions that focus externally and deliver superior customer experiences that drive revenue and increase efficiencies. RightNow Web Experience applications seamlessly integrate into an existing web infrastructure for a fully branded online customer experience. When consumers visit a website they should be able to quickly and easily find what they’re looking for. The web experience must be interactive, engaging, and branded to create “stickiness.” Finally, a comprehensive web experience should allow a customer to seamlessly transition across web self-service, mobile devices, agent online and telephone assistance based on their needs. RightNow Social Experience applications integrate social media into an organization to promote its brand, address customer concerns and drive revenue. Increasingly, opinions are being formed and decisions being made about products and services without company involvement – on social media sites like YouTube, Twitter, and Facebook and in online communities. Companies need to have a presence on the social web, must engage with customers across social communities and must take advantage of the power of the social web (rather than being at its mercy). RightNow Contact Center Experience applications deliver superior customer experiences and efficiencies across phone and multi-channel interactions, including voice self-service. When a customer picks up the phone – either to speak with an agent, or interact through voice self-service – they must be able to quickly and efficiently achieve their goals. Agents need to be knowledgeable and IVR menus should be intuitive, even speech-driven. RightNow CX also includes RightNow Engage, a set of applications that delivers deep customer insights and enables proactive, relevant customer communications, which build loyalty and drive revenue across the horizontal business processes of sales, marketing and voice of the customer. These capabilities, which span web, social, and contact center experiences include:Marketing – for proactively engaging with your customers with personalized and relevant communicationsSales – for revenue generationVoice of the Customer – for gathering actionable feedback at every stage of the customer journeyAnalytics – for deep customer insights and actionable business intelligence Underlying RightNow’s CX applications is the RightNow CX Cloud Platform, which provides a set of foundational elements that infuse knowledge (both from your customer and your company) across the entire suite and provide integration and mission-critical SaaS in support of a superior customer experience. In-Person Experience – In-person experiences are a very important element for our many of our clients (retail, government, higher education, etc). Although face-to-face is not the focus of our technology, our strategy is to leverage RightNow CX to enhance those face-to-face experiences.