1. 1 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

2. 2 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

3. Learn More: www.rightnow.com/retail
3 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

4. “
RightNow has completely transformed the way Overstock.com interacts
with customers by enabling us to understand and resolve issues with the
least amount of time and effort. The result is happier, more loyal
customers, significantly lower contact center costs, and a vastly more
scalable business model.
”
- Stormy Simon, Senior VP, Marketing and Customer Care, Overstock.com
Learn More:
www.rightnow.com/retail
4 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

5. Service Where You Sell
RightNow CX is the only
solution enabling retailers
to easily incorporate
interactions from
Facebook and smart
phones into existing
support operations.
DOWNLOAD THE WHITEPAPER: www.rightnow.com/servicewhereyousell
5 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

6. Channel and Choice with RightNow CX
Communities
& Forums Twitter
Mobile Facebook
Marketing
Phone Interactions
Chat Surveys
Integrated Contact Record The Next
Website
Big Thing
Common Knowledge Foundation
Support Workflow & Escalation
Multi-Channel Consumer Feedback
Reporting & Analytics
6 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

7. RightNow In the Industry
• 25% of the Internet Retail Top 100 use RightNow
• 6 out of top 8 Retailers in UK use RightNow
• Internet Retailer lists RightNow as one of the top 3 CRM/
Customer Service Applications
• Ranked as a Leader in Gartner’s eService, Social, and
Contact Centre Magic Quadrants
• Ranked as a Leader in Forrester’s CRM Wave
• Winner of IQPC’s 2011 Call Centre Excellence Award for
Best Technology Solution
7 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

8. RightNow Helps Retailers
• Increase Sales
– Increase order size 3-50%
– Increase average order value 10 – 25%
– Increase shopping cart conversions up to 40%
• Strengthen Relationships
– Improve Net Promoter scores up to 70%
– Deliver multi-channel support
• Reduce Costs
– Improve agent productivity by 20%
– Reduce inbound calls from 10-30%
– Reduce incoming emails from 30-70%
8 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

9. “
Newell Rubbermaid has been using RightNow since 2005 to deliver
positive consumer experiences not only in the United States, from different
parts of the world as well. With RightNow as our consumer experience
platform, we have a complete view of our consumers that supports our
evolution as a global company of Brands That Matter™.
”
- Robert Oh, Director of IT, Home & Family Group and CRM, Newell Rubbermaid
Learn More:
www.rightnow.com/retail
9 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

10. Gartner Evaluation for Multichannel Customer Experience
Magic Quadrant for CRM
Magic Quadrant for Web Magic Quadrant for Customer Service
Customer Service Social CRM Contact Centres
Gartner Inc. “Magic Quadrant for Customer Service” Gartner Inc. “Magic Quadrant for Social CRM” Adam Sarner, Gartner Inc. “Magic Quadrant for CRM Customer
Johan Jacobs, September 10, 2010 *2 Ed Thompson, Jeffrey Mann Michael Dunne, Jim Davies, Service Contact Centers” Michael Maoz, April 15,
Chris Fletcher, Gene Alvarez, Gareth Herschel, Michael 2011 *3
Maoz, June 29, 2010 *1
10 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

11. “
Pictures are memories captured, they are important, intimate, and
personal, to be kept forever. We understand this and want to ensure that
every one of our customers is given the superb customer experience he or
she deserves when contacting PhotoBox about their precious
photographs.
” - Renaud Besnard, Director of UK Operations, Photobox.com
Learn More:
www.rightnow.com/retail
11 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

12. Great Experiences
Drive Revenue
50% of consumers were
influenced to buy by
great customer service
DOWNLOAD THE REPORT: www.rightnow.com/retailconsumerreport
12 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

13. ~1,900 Clients are Delivering Superior
Customer Experiences… So Can You
Industry
High Tech
Retail and
Consumer Goods
Telecom
Travel
and Hospitality
Financial and
Insurance
Government and
Education
13 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

14. “
Your brand perception is reinforced every time a customer interacts with
you - via voice, email, chat and self-service as well as social channels
such as Facebook and twitter.
RightNow provides the cross-channel platform to interact with
customers while providing agents a full view of your customers and their
interactions with you.
”
Learn More:
www.rightnow.com/retail
14 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

15. Great Experiences
Create Advocates
How did consumers react after a
positive shopping experience?
50% Purchased Christmas season)
(during the
more from the retailer
21% Recommended the retailer to friends
50% the retailer
Posted a positive online review about
DOWNLOAD THE REPORT: www.rightnow.com/retailconsumerreport
15 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

16. Brands Benefit When
Consumers Are Happy
84% of UK consumers will pay
up to 20% more for a better
customer experience
16 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

17. What Makes Consumers
Fall in Love with a Brand?
67% Friendly employees or customer service
representatives
52% Easy access to information and support
37% Personalised experiences such as knowing
what customers have bought in the past and
service issues they’ve raised, as well as
sending timely and useful updates
17 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

18. When Expectations are
Not Met
Brands Get Dumped
89% of consumers began doing business with/purchasing
from a competitor following a poor customer experience
50% of consumers give a brand up to one week to
respond to a customer service question before they “break up”
with the company – that is, stop doing business with them
18 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.

19. 19 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.