© 2008 rightnow technologies, inc. customer portal beta for may ‘08 sandra tung product marketing

© 2008 RightNow Technologies, Inc.

Customer Portal Betafor May ‘08

Sandra TungProduct Marketing

Four Core Product Pillars

eService Leadership

Maintain leadershipthrough continuous

investment and innovation

Multi-Channel Contact Center

•Comprehensive solution for the contact center

•Address all channels used by the consumer

Consumer-Centric CRM

•Consumer empowerment and personalization

•Support for Sales and marketing business processes

RightNow Technology Ecosystem

•Simple environment for enhancing RightNow with add’l capabilities

•Easy access to dev’t environment for integration and testing

© 2008 RightNow Technologies, Inc. CONFIDENTIAL - SUBJECT TO CHANGE

The Online Consumer Experience

• The service experience is an embedded element of the buying (and staying) decisions of today’s consumers

• Organizations are keen to infuse the service experience into their overall brand

• Consumer expectations are fluid – organizations need flexibility to adapt

• Consumers increasingly interact through digital mediums – video, wikis, podcasts, mobile, etc…

• They increasingly rely on and trust other consumers• To deliver a differentiated online customer experience,

organizations must be able to:• tap these new online resources and media…• wrap it into an overall brand experience, and…• adapt quickly to rapidly-evolving consumer expectations


How Today’s Consumers Learn About Your Products and Services

Corporate website, official FAQs, traditional mediaTraditionally:

Today:

Video:

Research:

Locating:

Recommendations:

Discussion Forums:

+

Whom Do Today’s Consumers Trust?

26%

34%

49%

54%

56%

60%

61%

63%

78%

B anner ads

S earch ads

S ponsorships

R adio

TV/magaz ine

B rand s ites

B logs

C hat/discuss ion comments

O ther consumers

Percent who trust each source

Source: Nielsen, Oct., 2007


RightNow Customer Portal Leverage the Power of the Community

• Out-of-the-box best practices for online customer self-service

• Easily layer in brand elements to your support site

• Flexibly add in (mash-up) Web 2.0 information resources your customers use and need to make informed decisions


Customer Portal - Personas Served

ToolsetMS Word

Dreamweaver

Manager

Content

Developer

ToolsetMS Word

Text EditorCMS/Custom CMS

RN Answer Console

ToolsetJava—Eclipse

C#—Visual Studio Text Editor

Dreamweaver

*Typically on a Macintosh

Designer

ToolsetFlash

PhotoshopDreamweaver


RightNow Customer Portal Elements• Customer Portal

• Out-of-the-box RN web self-service page template • Best practice generic page navigation and elements • Based upon the look/feel of the November ’07 end user page set

• Customer Portal Studio• Framework

• Widget Library• Sample Code• Documentation

• Dreamweaver Extension* • Portal Deployment Management

• Extended RN Developer Community• Provides access to the CPS Framework• Allows developers to share best practices information

• Professional Services • Implementation• Training

• Industry Standard 3rd Party Tools/Protocols• WebDAV• Dreamweaver*

*Customers may opt to purchase Dreamweaver from Adobe/other sources to leverage the Dreamweaver extension.


Customer Portal Screen Flow Demo


Customer Portal Page Set

• Builds upon the Web Self-service UI introduced in November ’07

• New usability enhancements

• UI widget and template components make it easy to modify

Widget

Widget

Widget

Widget


Customer Portal Page Set /2

• Dynamic, interactive functionality leveraging rich internet application (Ajax) technology:

Example 1: ‘phone’ is highlighted as a search term as the user types without having to perform a search first

Search phrase being typed

Text being highlighted



Dragging your cursor over the new answer feedback widget dynamically updates your ranking.

• Example 2: Dragging your cursor over the new answer feedback widget dynamically updates your ranking.



• New dialog page behavior:• Instead of opening new

browser windows, the page is opened inline.

• Look and feel is much cleaner due to better use of dialog real-estate.


The Customer Portal Studio

• What is the Customer Portal Studio?• A set of tools and technologies that enable you to modify the out of

the box page set or build entirely custom experiences on the web.

• What tools are available for use within the Customer Portal Studio?• WebDAV access to RightNow servers

– WebDAV is a file transfer protocol similar to FTP• Extensions to the Adobe Dreamweaver• Widget library pages that document standard and custom widgets• Development UI sandbox capabilities and site deployment tools


The Customer Portal Studio/2

• Dreamweaver extension expands functionality in the Adobe product – allowing you to design and build content for a RightNow server, log into that server from Dreamweaver, and working directly with RightNow pages

RightNow toolbars and menus

WebDAV view of server files

Properties viewer that can expose Widget properties


The Customer Portal Studio /3

• Through Dreamweaver:• Designers can utilize high

fidelity design mode visualizations of their pages

• Developers can use code mode – which for the pages at least, is largely XML.

• Separation of presentation, business logic, and data layer coding within the widget makes it easier for developers to understand page structure and rapidly consume and extend the widget framework



• Changing page content is as easy as placement of a widget on a page.

• Customers are not constrained to the out- of-the-box pages – they can build entirely new pages and functionality very easily.



• Page look-and-feel can be updated in seconds by applying new templates. • Layout, color, font, etc.

• Custom widgets can be quickly dropped on the page.

• Flash files, Google Maps, movies, etc. can be previewed in a browser (not rendered in Dreamweaver)

A brand new template being built for our pagesA custom flash widget being

embedded on the page

Flash widget rendered in browser


How Do Customers Participate?

• Easy – just create an 8.5 upgrade site. • The Customer portal Dreamweaver extension and toolset are

available from there. • Caveat– they cannot *deploy* the pages without approval

• The approval process will be managed through the incident channel

• Each request to deploy to production needs to be approved by Hosting/Dev so that they can first evaluate the impact on our Hosting pods

• The ability to promote to production, when granted, will not be available until the end of June, as we are waiting for Hosting changes to support the compliance process for the new price model


Training – Customer Portal Designer and Developer Courses

• Regional Workshops• Designer Course

– Intended audience would be those who have experience in design of web site and appropriate applications; in charge of look and feel of web site

• Developer Course– Intended audience would be developers who create/customize

components of the end user pages at developer level

• Workshop dates scheduled for Bozeman:• First Series: Designer Course: June 23 – 25; Developer Course:

June 26 -27• Second Series: Designer Course: July 28 – 30; Developer Course:

July 31 – Aug 1


August ’08 Overview

Andrew HullDirector of Product Marketing


RightNow August ‘08

Products

• Customer Portal GA• Co-browse for chat and phone

• RN Chat:• Proactive chat• Send HTML/XML w/in chat response• Chat return to queue

• Guided assistance (for agent)• Integration - .NET Add-in Framework - C++ Data Integ. Library• Feedback improvements• Campaign Designer usability

improvements• MSI installer improvements

Services & Training

Release Theme: TBD

• Product Registration Building Block• User Conference Workshops

(Internal) - Live Chat, Analytics, & Customer Portal Designer


RightNow Co-browse

Description• A consumer may grant an agent permission to share the consumer’s

desktop during a chat or phone interaction• Agents may see and navigate the consumer’s desktop/browser together• Permissions limit agent’s control of the consumer’s desktop

• Two levels of desktop control configurations• Easy to implement

• Seamlessly manage multiple browsers (IE, Firefox, Safari) • Deals gracefully with web 2.0 technologies (i.e. Flash)

Benefits• Reduced cart abandonment rates in e-commerce scenarios• Improved e-service assistance and customer experience with complex

product/service support scenarios• Improved customer experience during contact center phone interactions

• Offer ability to extend phone interaction to web or desktop assistance


• One click needed for agent to start the co-browse session with consumer

RightNow Co-browse


• Quick response times

• Secure – works with existing firewalls

• Easily deployed • Tightly integrated

within the agent desktop

RightNow Co-browse


RightNow Chat (formerly Live)

Proactive chat Customer Portal widget• Designer/developer may configure the chat widget to offer a

chat request based upon some pre-defined consumer actions or contact profile information

Send HTML/XML within chat response• Agent may send “raw” HTML/XML text within a chat response

and it will be intact when the consumer sees it so they may copy/paste it into another application

Chat return to queue• Agent profile setting – disabled or manual/automatic preference

• Agent may elect to have RN automatically send chat request back to queue when there is no response from agent within a specified time period or the agent manually declines the chat request


Pro-Active Chat

Description• An additional Customer Portal Pro-Active Chat Widget for the

RN hosted support portal pages. This widget will present a chat invitation to a consumer when:

• Consumer has been on the site for a configurable period of time OR

• Consumer has navigated through a configurable number of CP pages OR

• A set of consumer profile characteristic applies (SLA=Gold for example)

• AND a determination has been made that an agent is available on a configurable chat queue

• A consumer who has rejected a chat request will no longer get re-invited to a chat for the remainder of their session as long as they have cookies enabled

• Pro-active chat widget is part of CP widget framework that comprises a RightNow hosted portal page.


Pro-Active Chat

Benefits• Allows our customers to add pro-active chat to consumer

support portal pages– Improves self-service success and reduces live escalations

• Improves customer experience by:– Allowing consumers to opt-in to agent assistance for service

scenarios– Only presenting chat option when agent is available


Guided assistance (for agents)

Description• Guided assistance in the RightNow

OnDemand Desktop provides a highly effective way for agents to troubleshoot customer questions and issues

• Knowledgebase administrators can create decision trees that walk an agent through a series of questions – including branching logic – to reach an appropriate answer.

• Answer searches will return both answers as well as decision trees

• Customer responses to questions are stored on the incident record for review


Guided assistance on incident


Guided Assistance Designer

• New designer enables quick creation of decision trees

• Questions and response options are easily added by right clicking

• Images and HTML can be added to questions

• Branching logic is easily added by right clicking a node

• Once the agent reaches the end of a branch, multiple answers can be applied

• Whole trees or branches can be reused and copied into other trees

• Preview enables designers to walk through the agent experience


Guided assistance (for agents)

Benefits• Consistent handling of complex customer issues regardless of

agent experience• Improved resolution times by guiding the agent to the right

answer – the first time• More likely that complex issues can be resolved by a single

agent without needing to escalate to other agents• Improved customer experience: faster resolution, fewer

transfers


Integration - .NET Add-In Framework

Description• Enables customers and partners to add custom .NET components to

the RightNow OnDemand desktop.• Components may be added as a new navigation item in the nav bar

that will invoke custom UI as well as interact with external systems• From a user standpoint, it will be nearly impossible to tell what is an

add-in and what is native to the desktop• All client distribution of the add-in code will be handled

automatically through the one-click installer.

Benefits• Provides partners with a way to package and deliver custom

functionality that can be easily added to any implementation• RightNow Professional Services will also be able to leverage the add-

in framework as a way to package and deliver customizations• Since the add-ins are separate from RightNow code, there are no

upgrade issues (Pro-services customizations don’t upgrade today).


Integration – C++ Data Integration Library

Description• The C++ data integration libraries provide a way to

integrate to the RightNow database via C++ code

Benefits• Partners who develop applications using C++ will be able to

write integrations leveraging these libraries• The Informatica Connector (scheduled for November ‘08)

will leverage the C++ libraries


Feedback Improvements - Feedback Survey by Proxy

• The ability for an agent to take a survey on behalf of a contact within their OnDemand Desktop workspace

• Benefits:– Allows an agent to call a list of contacts, ask questions from a survey and

fill in the answers on behalf of the customer.– Allows the ability for a company to enter the answers to a written survey

on behalf of a customer to have all reporting in one system.


Feedback Improvements - Dynamic Survey Content

• Greater survey personalization through dynamic content enabled by javascript in source mode

– Example: Make the second question or form field on the page change based upon the answer to the first question.


Feedback Improvements - Usability

• Ability to group select multiple questions and move to new page

• Ability to preview questions from question designer


Campaign Designer Usability Improvements

Description• UI update of our campaign designer based upon the new

windows workflow foundation to improve usability. Includes:• Office fluent UI, extensive use of context sensitive ribbon

tabs• Multi-select of elements• Copy/paste elements• Snap to grid• Configurable label position• In place label editing• Undo / Redo• Smart connectors

Benefits• Improved usability and functionality• Foundation to build additional capabilities


New ability to copy and paste and multi-select elements.

Campaign Designer usability improvements


New size and label position in ribbon for all elements of a campaign.

Campaign Designer usability improvements


Installation ImprovementsDescription• MSI Installer Improvements

• Simplified self-service deployments• Automatically force Service Pack opt-out if MSI is used• Publish required site dependent installation parameters on the

about page (CGI URL, DBname)

• Simplified V8 to V8 upgrades with MSI client• The launcher decides which version of the code to be run at each

login time (cutover becomes transparent)

• Resolution of install errors due to customers’ network security• New site validation method eliminates potential for errors due to

network security settings (ICMP is no longer used)


Packaged Services: Product Registration Building Block

Description• Expand and enhance relationships with customers through the product

registration module– Allow customers to register new purchased products and view/edit existing

products through an easy-to-use interface– Create targeted purchase experience and product usage surveys to send

upon registration of a product by a customer – Leverage your customer’s preferences and feedback for focused and

proactive communications – ensure a continuous and profitable relationship• Supporting data regarding purchased products will be stored within the

RightNow database– Name, email, address, products, purchased dates, serial numbers, language

preferences, service plan details, and opt-in information plus any additional customer-specific custom fields

– Marketing can take advantage of understanding customer’s buying habits– Adds to the “holistic” view of the customer - agents can easily see customer’s

purchased products (in addition to support incidents, marketing campaigns, and feedback received) and offer more personalized assistance

• This module can be easily bolted on to either an existing or a new implementation and is not a “customization”

© 2008 rightnow technologies, inc. customer portal beta for may ‘08 sandra tung product marketing

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