Last release of 2014: Oracle Service Cloud November 2014

It has been a few months since the November version came out and eVerge Group’s Service Cloud practice has kept me so busy that I almost decided to skip the review being that it is now January 2015 but then something inspired me. I have been travelling without much time to even take a breath the last few weeks and had the opportunity to oversee a very talented team as they started implementing an instance of the November release for a client.

If you know me then you know I am a hands on person. I do not sit idly by while others get to play with the shiny new toys, I want to join in and help teach others who are newer to the product, the ENFJ in me won’t allow me not to teach. While working collaboratively with this team and rolling up my sleeves to share a few hard learned tricks on workflow I discovered some features that I somehow missed previously. I still haven’t determined when the two I found came into production but it created an incessant thrumming in my head to go back and review the new features so I could continue to share.

There is a new tutorial that goes over the release highlights you may want to review it as I will not go over every new feature: November Overview Video

Service Console Enhancements

We know from previous versions that tool windows can be shifted around to the right or left sides of the console as well as being collapsed or closed. In the November release an agent can now have even more room on the console by docking the tool windows to the status bar. Just don’t be like me and forget that you did it because when you login the next day you might panic and wonder why you have a blank screen.

nv15toolwd

 

Drop down menus now have type ahead and track items recently used. With the type ahead feature an agent no longer needs to scroll or navigate through menus that in some cases could be six levels deep. Now as they begin to type the menu will highlight potential matches if there is more than one. Ten recent items can be listed by default.

N15-menuEnhancements to Message templates

The editor now has sub tabs so you can edit multiple templates at the same time to nov15msgallow different versions or language templates to be easily compared. This also allows an administrator to work in other areas of the console without having to close out message template like you had to in previous releases.

 

Within message templates you can also now create up to 10 conditional subject lines and can write conditions based on the number of message threads as well.

New configuration Assistant

I have used this new tool for the project mentioned above and it is great being able to create and manage new interfaces, mailboxes and test sites. However, by far the best part of this feature in my opinion as a system integrator is the ability to reset the System Administrator password without having to contact Oracle customer service.

Chat

If your company uses chat you can now let agents view a customer or site visitor’s browsing history from the customer portal. Agents can get crucial information about what pages the customer already viewed before requesting the chat session allowing them to more easily address the customers issues and concerns.

Agent Browser UI

Yes it is available for “infrequent users” but it is not really much more than a taste of what is to come in next few releases at this point. It certainly is not functional in a way that brand new clients could expect to be solely dependant on and abandon the trusty .Net thick client. For now my recommendation on this one is, if you upgrade to November 14 take a peak and check it out. If you wait just a little longer I think  you will be greatly rewarded, I witnessed the same sort of progress with the Mobile App for Service and the functionality that it has now is light years from when it was introduced.

Before I let you all go off, running and playing with the new version eVerge Group will be at the Modern Customer Experience event in Las Vegas this March. I have heard that it will be more akin to the RightNow Customer Summit that was held at the Broadmoor in the days before being purchased by Oracle. If this is the case I can assure you it will be full of great sessions, good conversation and fun evening events. If you are attending please let me know so we can talk about all things CX. If you are thinking of attending register quickly and take advantage of the early bird rate.

http://eventreg.oracle.com/profile/form/index.cfm?PKformID=0x1824286fd9f

nov15 bee

The Golden Bee – RightNow Customer Summit

 

For more information on the November 2014 version including release notes, manuals, webcasts, tutorials and community posts. Please review at the official RightNow documentation overview page.

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle Service Cloud and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

 Rhianna_smallAbout the author: Rhianna Albert (Just Rhianna) Director of CX Solutions @ eVerge Group has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating Oracle Service Cloud solutions for eight years.

 

 

Siebel and Oracle RightNow CX can coexist! – May 2014 Part 2

May 2014 Part 2

In the previous post we focused on enhancements to the UI framework and mobile surveys. Since there are so many enhancements and features in the May 2014 release of Oracle Service Cloud RightNow, this is a multi-part series. If you did not read part one, I suggest you read that first: http://blog.evergegroup.com/?p=1275

Siebel Integration

Siebel is a best of breed on premise solution that is another component of Oracle’s CX suite of products. As a first step to bringing these two solutions together, Oracle has introduced an integration that allows the use of RightNow’s customer portal to submit service requests that will in turn be created in Siebel. This allows businesses to use a hybrid solution that leverages their on-premise Siebel CRM alongside RightNow’s robust knowledge base.

siebel1

As an advanced step towards integrating cloud and ground solutions, eVerge has built an integration that allows the submission of service requests through customer portal either through the use of web services or Open UI embedded within the RightNow customer portal framework. A customer logging into the portal can use the same login as they previously used for Siebel eService allowing Single Sign-on (SSO) between the two systems. This can be implemented using a third party identity provider, SAML or Pass-through authentication (PTA).

siebel2b

Once logged in to the Portal a customer can do all of the usual activities that RightNow offers like viewing open and resolved incidents (Siebel equivalent of service requests), changing password, updating profile, chatting with an agent or searching for knowledge.

From an agent perspective the eVerge solution includes the ability for agents in a call center to:

  • search answers
  • propose new content
  • update existing content
  • associate a specific piece of knowledge (answer) with a service request

This is all done from within Siebel through an integration using Rightnow’s knowledge foundation and Connect for web services APIs. This means that agents in the call center get the benefit of added functionality without the need to learn a new tool.

siebel3

 

Knowledge management personnel using the RightNow desktop are alerted when new answers have been proposed or an update has been requested and who submitted it. Through the use of exceptions in analytic reports knowledge managers are also able to keep track of which answers require updates and if it has not been reviewed within an acceptable timeframe a notification is sent to the supervisor.  There are other moving parts as well that can be configured to meet the business needs of any organization.

This is a crucial time in the evolution of cloud solutions and the continued viability of ground. Both will peacefully coexist and businesses do not need to sacrifice investments to abandon on premise architecture. There has been an increase lately in the number of articles that address this topic both Gartner and Forrester addressed the hybridization of cloud and on premise solution in their top technology trends fro 2014.

Integration and coexist strategies are technological imperatives that will shape the future of customer experience. I will be speaking about the topic of integration and coexistence as it applies to customer experience in September at Open World. If you want to attend Open world make sure you register early: https://www.oracle.com/openworld/index.html

siebel4

More information about the sessions I will be presenting at can be found in the catalog: https://oracleus.activeevents.com/2014/connect/speakerDetail.ww?PERSON_ID=76D52C98D2DB1449F2991D697C3997B0

We have implemented a similar solution for one of our key customers who have agreed to share the stage with us at Open World and share more information with others who may already be using Siebel but want to expand their footprint and improve customer experience by implementing a modern, robust self-service customer portal.

For more information on the May 2014 version including release notes, manuals, webcasts, tutorials and community posts. Please review at the official RightNow documentation overview page.

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for seven years.

 

What’s in the Box? Oracle RightNow CX: May 2014 Part 1

There are so many enhancements and features in the May 2014 release of Oracle Service Cloud aka RightNow that this will be part one of a multiple part series. In this post we will focus on two of the major new features updated UI framework and mobile surveys.

Updated UI framework

One of the biggest new features is the new Agent console. It allows Agents and Administrators to customize the layout to their personal preferences and optimize it based on preference. There are eight key features to consider when using the new User Interface (UI).

Change in console configuration: By default a second navigation pane has been added on the right of the content pane, for more flexibility when arranging the different elements.

may1

 

 

 

 

 

 

 

 

 

Movable tool windows: may2

Recent Items, Navigation and the Quick Search tool windows can be arranged in any order, moved to other areas, displayed as a floating window or    removed from the console completely.

 

Customizable tool windows: New buttons near window titles allow custom actions like Close, Minimize, and Customize List.

Ability to undock editors: You can now undock any administration or workspaces editor and display it in a separate window. This provides you with another way to optimize screen layout.

Simplified workgroup functionality: As part of the new UI workgroup functionality may3has been simplified to include sub-tabs. When you have an incident open the contact record now opens on a sub-tab below the incident’s content pane tab.

 

 

 

New application options: You can now choose which tool display on the navigation pane for all navigation buttons. A Reset Tool Windows shortcut has also been added to revert windows to their default locations.

may4

 

 

 

 

 

 

 

 

Expanded auto-complete functionality: When assigning a common object like incidents  from a report, auto-complete works identical to when assigning directly from the incidents editor.

Customizable Search window layouts: This is one of those new features that I have been personally asking and waiting for patiently. I had many requests for this from clients; you can now customize the Search window used in reports and dashboards. You can define positions, sizes, ordering of filters and you can manage whitespace by stacking smaller filters and wrapping date range filters.

may5

 

 

 

 

Mobile surveys

may6At long last surveys can be rendered and optimized in a format that works well on various sized mobile devices. You now have ability to preview surveys in a mobile optimized format right from the ribbon bar or survey tasks section. There are four new reports that comprise a Mobile Trends Dashboard to assist with analyzing things like mobile versus desktop software usage. Other new options include conditional and case sections as well as the ability to switch between desktop and mobile mode on a device.

 

may7

For more information on the May 2014 version including release notes, manuals, webcasts, tutorials and community posts. Please review at the official RightNow documentation overview page.

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for seven years.

Key Tools to Navigate in the Social Stratosphere

Some of you may know that I travel quite frequently to attend events, meet with clients and more but did you know I recently was in an emergency landing on a nationally known airline? I am not going to go into the specifics of what I felt or how others around me were dealing with the announcement of a possible water landing but it got me thinking about social and the importance of being connected. Why on earth have I been thinking about this? I have two answers to this, first the wi-fi service was not working on the entire flight so I could not alert my family that we were being diverted to another airport with a longer runway or yes potentially send them one last I love you.

My photo used on the Today show. They contacted me after seeing my tweets. We know they are using social tools.

Second, when we did land and we were stuck in the grass while FDNY in hazmat suits approached and someone took pictures of us and tweeted them out I was assured by the @nationallyknownairline on twitter that they were doing everything they could to get us off the plane immediately.

Don’t they tell us that in case of emergency evacuate as soon as possible?

Let’s get back to the point, staying connected in an era where social and the customers that use it are shaping how companies engage. I have since done some experimenting with companies that I know respond at least some of the time to tweets. On average if it is a company I know does some type of social monitoring and I ask a direct question I will get a response 25% of the time. This is generous estimate. If I merely mention the company or the twitter account that is being monitored I get a response less than 5% of the time.  There are a lot of statistics out there that tell companies they need to be doing more but are they listening? I think slowly they are beginning to. Social channels are maturing and new ones are constantly popping up. This time last year most people probably had never heard of pinterest, snapchat or even Instagram. Now they are regularly on the news and even mentioned in nightly television programs and sitcoms.

Two weeks ago I attended the Oracle CX Summit for partners at Oracle Headquarters in Redwood Shores, California and I had the chance to listen to information about updates to Oracle’s CX suite of products including RightNow, SRM (Social Relationship Management) and Eloqua. There were other products featured as well but these three stand out because they have a social footprint to varying degrees.

#CXSummit Twitter feed

 

I asked @nationallyknownairline  what product they use to monitor twitter and keeping with the typical pattern I have been seeing they did not respond. However after some internet research I came across a video of their social lab where the agents who used to be reservations agents were taught to monitor twitter. The lab had a wall of monitors displaying facebook, twitter, live tv, tweetdeck and hootesuite. When asked why they use so many different tools they responded that they want to take advantage of different benefits and nuances of each tool. While I commend them for even having a social lab to begin with they have a long way to go.

 

Being that I am the most familiar with RightNow (Service Cloud) I will begin there. Social monitoring was introduced in the product a few years ago and has been continually enhanced with each quarterly release.  Being that RightNow is primarily a call center application many times the departments using this feature are part of the customer support organization and use it purely in a service capacity. Many companies using it are still at an early stage where they have some searches set up, may respond occasionally but that is all.

Ideally they should be using it as a legitimate channel and reach out to customers that are having a problem and generate an incident. They could also use it to proactively communicate information such as upcoming product releases, service advisories or even to identify potential problems before it is too late. If you have been in the customer service industry you have heard that 89% of customers will switch brands after one negative experience but what if that one person tweeted about it and all their friends in turn retweeted it. 

A company could be quickly facing some very unwanted sentiment from the social ether.  The February 2014 release of RightNow had some nice updates to this feature.  If you want to read more about it peruse one of my previous posts, email me or find me on twitter @just_rhianna  and request a demonstration.

For general information on Social monitoring in Oracle’s Service Cloud read this and make sure to read some of the whitepapers and case studies: http://www.oracle.com/us/products/applications/rightnow/social-experience/social-monitor/overview/index.html

 

SRM is a purely browser based application where you can set up listeners, social pages, workflows and even integrations to RightNow and Eloqua. It is classified as part of the Oracle Social Cloud. The audience for this application is primarily the marketing arm of a business but can be used by support as well. In fact I know at least one electronics manufacturer where customer support falls under marketing. Yes it makes for some interesting internal conversations but how powerful would that be if your marketers were listening to social chatter, identified some potential fires and were able to seamlessly pass them on to the call center agents that were using RightNow? Everyone one wants a 360 degree view of the customer, don’t they? The answer is they should!

 

 

 

 

 

 

 

For more information on Oracle Social Cloud: http://www.oracle.com/us/solutions/social/overview/index.html

The anchor of Oracle’s Marketing cloud is Eloqua, it is geared towards marketing and deals mainly with the more traditional channel of email.  There are still large demographics of people that are not adopting newer social channels therefore I do not see email going the way of the CD just yet.

 With Social Sign-on Apps from Eloqua, businesses can prompt visitors to sign on with their Facebook, LinkedIn, or Twitter login to access their marketing asset. Eloqua Social landing page apps are accessible directly within the landing page editor. Each tool, such as the social sharing tools for Google+, LinkedIn and Twitter can be dragged onto the landing page canvas with a single click and quickly configured.  Allow users to share content with their network within Google+, LinkedIn, Facebook and Twitter!

Integrate with Oracle SRM to better target your campaigns to address what is being discussed by your targets.

In fact, each of the solutions I spoke about have integrations that allow them to seamlessly interact and provide better insight into customer activity whether it be purely social, marketing or service. More information can be found in this data sheet: http://www.oracle.com/us/products/social-relationship-mgmt-brief-1915605.pdf?ssSourceSiteId=opn

At eVerge Group we have a vast amount of experience across CX, Marketing and Social and can provide assistance with assessments, best practices, implementations, integrations and more. I would like to thank Jim Sibley for his contribution to this article and for continuing to share his knowledge of Eloqua with me.

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for six years.

 

Spotlight on Oracle RightNow CX: February 2014 Part 1

Oracle RightNow CX: February 2014 Part 1

Oracle has started the New Year off with a bang with the February 2014 release of RightNow (Now Oracle Service Cloud). This release includes many new major features, additional features spanning all areas of the product and new training areas as well. As it was just generally released this week I am still waiting in line to get my hands on demo site. Part one will focus on the half of the new features with a second part to follow next week.

 Web Customer Service

Virtual Assistant is an online concierge with human-like conversational capabilities that will lead customers through natural dialogue. This feature was released last quarter as part of the November 2013 release of RightNow. It can link to RightNow’s knowledge base and chat offering a truly personalized experience. This release brings enhanced functionality extending the visibility of customer profile and incident history, analytics that will track interaction based KPIs with visibility to customer feedback and a connector to external APIs that will leverage web services to pull contextual data as well as push actions like creating an RMA.

Dynamic Forms API has been developed to aid in easier creation and customization of forms like the Ask a question page. In previous versions of Customer Portal in order to do any dynamic page rendering you would have to leverage the javascript API and put your coding skills to the test. This new API provides sample widgets and a dynamic Ask a question page with a full set of comments to aid in understanding how to utilize it. The dynamic forms are not part of the reference implementation but the standard pages have been modified for the feature. Using the Fields.js module input widgets can now subscribe to an OnChange handler that will track when the value is changed there is also a hide_on_load attribute that can be used to control the display of widgets on page load. This is one of the new features that I am really excited to dig into as it will allow for less custom code which  means faster development time and easier upgrades.

 

Community Search Experience allows results to be returned that come from both the RightNow Knowledge base answers and community posts. Ithas been enhanced to include interactive filters and sorts which refresh the page when applied. This creates a more dynamic and improved search experience that will allow customers quickly find relevant information as well as decreasing duplication of posts and incidents in the contact center.

Cross-Channel Contact Center

Mobile Agent App has been continually enhanced with each new release. This time the ability to see custom objects within the mobile app has been exposed which greatly extends what can be done with the app. This brings us much closer to having the ability for a purely mobile agent. You can now use analytics reports to customize what is displayed for search results and lists of incidents, contacts and custom objects. Options available in the mobile workspace designer have been expanded to include the ability to have hyperlinks and reports on the workspace. Finally you can also attach photos from your mobile device.

Product Registration and Asset based SLAs in the past assets or product registration was created by RightNow customers as a customization. When custom objects were introduced it became even more popular as extending the database was much simpler. Finally Oracle has decided to add this as an out of the box feature with a standard database table to store asset information. Products can be registered by a customer on customer portal or by an agent via the desktop but most importantly you can now associate an SLA with the asset.

 

 

 

 

 

 

 

 

 

 

 

There is a wealth of information on the different releases available including release notes, manuals, webcasts, tutorials and community posts. If you want access to this information much of it is in the announcements section of the CX customer community http://communities.rightnow.com/posts/ca448b0b07

If manuals are not something you are dying to read then at the very least take a few minutes to watch the webcast by Chris Patterson.

https://oracleweb.webex.com/oracleweb/ldr.php?AT=pb&SP=MC&rID=80618707&rKey=37996be86b4a6217

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for six years.

CX Resolutions for 2014: Customer Experience

Last week we explored the concept of Commitment and the reciprocal relationship that must exist between an organization and its customers if an organization wants to truly maximize the benefits by adopting this concept as a resolution in 2014. If you have not read the previous post or others in the series on business resolutions you can find them here:

What do you think is the most important #CX resolution that companies should keep in 2014? pic.twitter.com/xJK2bOUC9O— Oracle CX (@OracleCX) January 16, 2014

Customer Experience is another must in the list of concepts presented by @OracleCX in the above image. On their website Oracle describes Customer experience as: the set of perceptions a customer has with a company throughout the buying and owning interactions. Positive customer experiences enable businesses to attract more, retain more, sell more, sell for more, and do more”. (Oracle.com)

 

The first time I really heard Customer Experience used as a phrase meant to define a movement was in 2008 when a solutions consultant working for the then RightNow Technologies handed me a book called Eight to Great written by Greg Gianforte the CEO and founder of the company. Before this time you heard about customer satisfaction and customer relationship management (CRM) but customer experience was still almost an afterthought at many organizations. In my almost two decades of experience working in or with customer service departments it was very clear at least for the first half that service was treated like the dirty secret that you needed to keep in the closet. The view from us soldiers in the trenches was that the big business didn’t care about us because we weren’t revenue generating, however what started to happen is that smart people outside the trenches began to realize what we knew all along. Supporting existing revenue had an impact on the way new revenue was generated, in other words happy customers equals more purchases for your brand.

 

In 2011 RightNow renamed the releases of its product to include CX in the name bringing even more attention to Customer Experience. If we jump ahead to later in 2011 the morning of the RightNow summit in Colorado I was sitting in Starbucks with a colleague and my phone starts going crazy with text messages, emails, google alerts all about one thing. RightNow has been bought by software giant Oracle. I remember very clearly there was a lot of anxiety at the summit that year as people waited with baited breath to hear what Greg Gianforte would tell them at the Keynote.

 

There was a very interesting video on the future of CX played that day and while yes it turns the typical daily interactions that most people dread into a sort of utopia I try to share it with people whenever I can. This video gives a glimpse of the future and how one might leverage a best of breed suite like RightNow in their business.

 

Jump ahead to 2014 and CX has been an almost colloquial phrase within customer oriented organizations. There is so much activity on #CX on twitter that I can’t keep up anymore. Even with all of these strides there is still plenty of room for growth and improvement. Organizations should still keep a careful watch on customer experience and strongly consider adopting it not just as a resolution for 2014 but as part of their core values.

 

In an Oracle Blog post from David Vap Group VP (another veteran of customer experience) he summarizes 8 predictions for customer service in 2014 and mentions how customer experience is transforming and will continue to do so into 2015 and beyond. At Open World 2013 in San Francisco I saw an amusing and thoughts provoking demonstration on how a coffee maker’s internal systems are being integrated with RightNow CX. David played the upset customer in good fun but the message behind it was this, not only are customers continuing to expect contact points across all channels but now they want their devices to do their own service or at the very least they want YOU the Organization to know who they are when they are calling and what they own 360 degree view.

Is it a coincidence that Greg’s book, David’s blog and the customer lifecycle are all based on infinity loops? I think not.

 

 

 

News FLASH: The February release has become generally available as I write this. Be sure to watch this space as I take a short break from the resolution series to review what’s new. If you missed the release you can find documentation ad a webcast about the new version here: http://communities.rightnow.com/posts/ca448b0b07

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for seven years.

CX Resolutions for 2014: Commitment

The previous post in this series explored Customer Satisfaction and the role it plays as a strategic KPI particularly for business where improving customer experience is a mission critical driver. If you have not read the previous post or others in the series on business resolutions you can find them here:

CX Resolutions for 2014: Overview
CX Resolutions for 2014: Customer Loyalty
CX Resolutions for 2014: Customer Satisfaction

 

There has been a lot of research on the different components of commitment with respect to how an individual working for a company relates to it. In 2007 a research duo by the name Meyer and Allen published a book based on their research and the research of their predecessors. In the Human resource Management Review, Meyer and Allen take concepts that were already familiar and created a three component model that could be applied to the level of commitment between employee-organization. I would argue that those components could indeed be applied with respect to the customer-organization relationship as well.

Three Mindsets (adapted from Meyer and Allen and applied to the customer-organization relationship)
1. Normative commitment is the desire to remain a customer of an organization due to a feeling of obligation.
In my opinion normative is never where you want to be in any kind of relationship. Who wants to be the “old stand by”? Any organization who is seriously trying to improve customer commitment should try to change the mindset of these customers. Engage them whether through a loyalty program, focus groups, surveys or something more cutting edge like gamifcation (I would recommend reading Gamification by design published by O’Reilly. Their books have never failed me and I recommend them always to friends and colleagues interested in technology). People want to be important so tell them that they are.

2. Continuance commitment is the desire to remain a customer of an organization because of an awareness of the costs associated with leaving.
Well this is another one that organizations should try to change. Do not continue with continuance because once the costs associated with leaving are no longer a factor you will see attrition rates increase. A good example that illustrates this comes from a conversation I had just yesterday with my parents. They are in a contract with a certain cell phone provider who has become more expensive and seemingly more difficult to deal with than other providers. Yet my parents do not switch because of the perceived high cost associated with cancelling the contract early. However if we do some quick arithmetic it becomes apparent that the savings obtained over the next year far exceed the cost of cancelling today.
3. Affective commitment is the desire to remain a customer of an organization due to an emotional attachment to, and involvement with, that organization.
YES! This is the sweet spot, where you want your customers to be. They should be in love with your brand, your products, your services and even your customer support infrastructure. If your customers have an emotional attachment they will become your biggest champions and evangelists. To be effective you must be affective.

Customer Commitment is the desire of a consumer to remain a customer of an organization. While this is definitely true it is not the whole picture. Anyone who has ever been in a relationship be it personal or business or has strived to achieve a goal knows that commitment is a two way street. If an organization wants to feel the love from their customers they need to give the love.
I have three boys and bought Fisher Price Geo Trax train sets for all of them because I have an affective commitment with them and I feel they have one with their customer base. The toys are made well, durable enough to withstand being thrown in the mud, slammed against trees and taken in the tub. On two occasions when I had a customer service issue they assisted me quickly and replaced my item no questions asked. They sent me a coupon for another item of my choice and followed up with an email a few days after I received the replacement.

Where does RightNow come in?

That is an easy one to answer. It is a best of breed customer management solution that enables organizations who implement it to have a 360 degree view of their relationship with their customers.

 

With RightNow Web Experience organizations can provide chat, mobile, web self-service, an email management to customers.

With RightNow Social Experience organizations give customers an opportunity to reach out through facebook and twitter. Customers can partake in ongoing support conversations with like-minded individuals or propose innovative new ideas that can be voted on by their peers. Organizations can even gamify their social channels and online communities by offering recognition or even prizes to build commitment.

With RightNow Engage customers can receive email blasts about new promotions, safety advisories, surveys and much more.

Other offerings in the RightNow suite can be equally as useful but I wanted to highlight just a few.

I recently watched a video that I thought was a nice example of the fruits of commitment and figured it would be a good way to close our discussion on commitment. When I was at Open World this past September the America’s cup was going on at the same time so every day there were updates about how Team USA (sponsored by Oracle) was doing. Early on there were some pretty big setbacks and the team faced what appeared to be certain defeat but with a lot of commitment on the part of the team they pulled off one of the biggest comebacks in the history of the race. I hope you enjoy.

February release is just a week or so away from being generally available. Be sure to read up on all the latest RightNow specific information at: http://www.oracle.com/us/products/applications/rightnow/overview/index.html

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com
eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php
About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for seven years.

CX Resolutions for 2014: Customer Satisfaction

My last post took a look at Customer Loyalty and how a business can be impacted negatively when loyalty is lost. If you did not read the previous post you can find the contents here: CX Resolutions for 2014: Customer Loyalty

What do you think is the most important #CX resolution that companies should keep in 2014? pic.twitter.com/xJK2bOUC9O

— Oracle CX (@OracleCX) January 16, 2014

The second concept in the image above is Customer Satisfaction (CSAT) this is a strategic key performance indicator (KPI) that every business that is looking at improving overall customer experience, more specifically in the area of retention should be intimately familiar with.  I recall reading an Oracle whitepaper back in 2012 titled, “Customer Experience (CX) Metrics and Key Performance Indicatorsand thinking, “Wow this would have been really useful when I was a RightNow administrator trying to refine call center processes and enhance the quality of the analytics I delivered.”

The paper explains that there are three CX practice areas that businesses should draw KPIs from, these include acquisition, retention and efficiency.

Retention focuses on how organizations keep their customers, to reduce churn and to increase their life-time value.

Customer Satisfaction is the mean satisfaction score of customers for a given experience.

Notice how closely satisfaction is tied to loyalty. I am starting to develop a picture in my mind of machine with interlocking gears, coils and sprockets. However it is not yet clear if they are turly dependant on one another.

Every year Gartner and 1 to 1 Media give away awards at their 360 summit to businesses with a commitment to the innovative design and delivery of superior customer experiences at all points of interaction. This is demonstrated by significant improvements in customer satisfaction, loyalty and advocacy. Every year several businesses with RightNow implementations manage to secure an award or two.

RightNow has the ability to send transactional, by proxy and proactive surveys, comes equipped with many standard reports dedicated to understanding CSAT and has a robust suite of social monitoring and engagement tools. In May 2013 Gartner positioned RightNow as a leader in Magic Quadrant for the CRM Customer Engagement Center.  According to the report, “the blend of social media engagement with CRM software is evolving the contact center into the customer engagement center. Gartner’s 2013 CRM customer engagement center Magic Quadrant looks at vendors that respond to the challenge of any channel customer service engagement”.

 

This is a testament to the strength RightNow offers in areas of customer satisfaction. In early 2012 it was a strategic acquisition by Oracle to boost its SaaS portfolio for good reason. With the development capabilities and budget that Oracle has and will continue to put into scaling RightNow I do not foresee it moving out of the leader position any time in the near future.

 

February release is only weeks away from being available. Be sure to read up on all the latest RightNow specific information at: http://www.oracle.com/us/products/applications/rightnow/overview/index.html

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for seven years.

 

Oracle RightNow CX Feature Focus: Message Templates for Notifications and Emails

The eighth installment in our series is the first look at November 2012. If you missed any of the previous installments in this series you can find them under the CX category at http://blog.evergegroup.com/?cat=56

Message Templates for Notifications and Emails

From the release notes:

In the November 2012 release, you can use message templates to customize your administrator notifications and emails and your contact emails. The messages are designed to support a broad range of business cases across a variety of implementations to communicate to your staff as well as to your contacts. Message templates let you quickly apply your organization’s brand across all of your messages and personalize message content to your target audience.

No more editing PHP!

Previously in order to make changes you would have had to go in to File Manager and edit the ma_details.php file or any number of other php files. Probably one of the worst things about it was in order to effectively make changes you had to cut and paste into an editor then make changes and paste it back in to file manager. It certainly was not ideal.

 

 If you upgraded from an older version of RightNow you will most likely need to edit the Navigation set associated with the Administrator profile first and add the Message template component. As illustrated  below I have added the component to the Site Configuration folder but you can add it wherever it makes the most sense to you. You access the messages by clicking on edit and once you are happy with the changes, you Deploy.

Editing emails uses the same type of Rich Text tool used for editing documents and mailings in other areas of RightNow CX. Therefore, if you have been using the system prior to November 12, it will be very familiar. If you haven’t, it is similar to Word.

 

The next installment will be taking a look at version 3 of the Customer Portal framework. If you are interested in learning more or have questions about RightNow CX please contact me at cx@evergegroup.com

Useful Links:

You can read more about this feature in the November 2012 documentation. https://documentation.custhelp.com/euf/assets/docs/november2012/olh/wwhelp/wwhimpl/js/html/wwhelp.htm

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for over five years.

 

Oracle RightNow CX Feature Focus: Chat Availability Controls

Welcome to the third installment of the 2012 RightNow CX feature focus. In the last installment we discussed the updates to Cloud Monitor in the February 2012 release. If you missed the review you can find it here: http://blog.evergegroup.com/?p=521

Today let’s talk about a major change to Chat from the May 2012 release. I have worked on several projects implementing Chat and at one point I worked very closely with some folks at Oracle/RightNow to do a proof of concept app (very cool) for mobile devices that was demoed at the last RightNow summit at the Broadmoor in Colorado. But I digress, back to a very cool piece of PHP code: the ConditionalChatLink widget that will truly help customers on their quest “To Rid the World of Bad Experiences”.

 

 

Chat Availability Controls

From the release notes:

The new ConditionalChatLink widget for the customer portal lets customers know whether chat sessions are currently available, if agents are available, and what the expected wait time is. When customers click the link, the Live Help page opens. By default, the widget checks for agent availability every five seconds for the first ten minutes, then every minute thereafter. In the reference implementation, the widget appears in the sidebar, but you can place it on any customer portal page. A syndicated ConditionalChatLink widget is also available to let you add a chat link to any external page.

How does this change impact the customer?

The ConditionalChatLink widget provides visibility to the customer and prevents the frustration that comes from thinking chat is available and clicking only to find out that their efforts were in vain. Providing  the customer with an almost real time status on the availability of Chat Agents goes a long way in solidifying a company’s status as one focused on Customer Experience. It is these types of simple changes that pave the way for the future of customer experience.

 

With this widget you can now also extend the ability of the syndicated chat widget and have the status update on external pages as well as those hosted on the Customer Portal.

The following configuration options are available for the ConditionalChatLink widget. You can read more about what each feature does and how to configure the widget in the May 2012 documentation. https://documentation.custhelp.com/euf/assets/docs/may2012/olh/wwhelp/wwhimpl/js/html/wwhelp.htm

 

  • Detect incident ID automatically
  • Open a different chat launch page
  • Hide the link when agents are unavailable
  • Ignore chat session pre-routing information
  • Initiate the link by event
  • Configure additional attributes

Oracle RightNow Chat Cloud Service is both a powerful and effective live communication channel that is continuing to grow dramatically alongside the newer less traditional social channels like Facebook and Twitter. The Oracle team published a great best practices guide that I have used many times when implementing chat for clients. It was written between the February and May 2012 releases but much of it is still quite relevant. It is a fairly quick read of about 12 pages and I would strongly suggest it for anyone looking to build a business case to implement or to improve a current implementation.

 http://www.oracle.com/us/products/applications/best-pratce-chat-deploy-wp-1560487.pdf

 If you are interested in learning more or have questions about  the Chat widget feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for over five years.