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1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Learn More: www.rightnow.com/retail
4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Learn More:www.rightnow.com/retail
“”
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
5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Service Where You Sell
DOWNLOAD THE WHITEPAPER: www.rightnow.com/servicewhereyousell
RightNow CX is the only solution enabling retailers to easily incorporate interactions from Facebook and smart phones into existing support operations.
6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Channel and Choice with RightNow CX
Website
Chat
Phone
Mobile
Communities& Forums Twitter
Surveys
MarketingInteractions
The Next Big Thing
Integrated Contact Record
Common Knowledge Foundation
Support Workflow & Escalation
Multi-Channel Consumer Feedback
Reporting & Analytics
7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
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
8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
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%
9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
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
“”
10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Gartner Evaluation for Multichannel Customer Experience
Magic Quadrant for WebCustomer Service
Magic Quadrant for Social CRM
Magic Quadrant for CRM Customer Service Contact Centres
Gartner Inc. “Magic Quadrant for Social CRM” Adam Sarner, Ed Thompson, Jeffrey Mann Michael Dunne, Jim Davies, Chris Fletcher, Gene Alvarez, Gareth Herschel, Michael Maoz, June 29, 2010 *1
Gartner Inc. “Magic Quadrant for CRM Customer Service Contact Centers” Michael Maoz, April 15, 2011 *3
Gartner Inc. “Magic Quadrant for Customer Service” Johan Jacobs, September 10, 2010 *2
11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
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
12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
50% of consumers were influenced to buy by
great customer service
Great Experiences Drive Revenue
DOWNLOAD THE REPORT: www.rightnow.com/retailconsumerreport
13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
~1,900 Clients are Delivering Superior Customer Experiences… So Can You
Retail and Consumer Goods
Telecom
Travel and Hospitality
Financial and Insurance
Government and Education
High Tech
Industry
14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
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
15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
50%
How did consumers react after a positive shopping experience?
DOWNLOAD THE REPORT: www.rightnow.com/retailconsumerreport
Purchased more from the retailer (during the Christmas season)
21% Recommended the retailer to friends
50% Posted a positive online review about the retailer
Great Experiences Create Advocates
16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
of UK consumers will pay
up to more for a better
customer experience
Brands Benefit When Consumers Are Happy
84% 20%
17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Friendly employees or customer service representatives
67%
Easy access to information and support52%
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
37%
What Makes ConsumersFall in Love with a Brand?
18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
of consumers began doing business with/purchasing from a competitor following a poor customer experience
When Expectations are Not MetBrands Get Dumped
89%
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
19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
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