Customer Portal Beta
for May ‘08
Sandra Tung
Product Marketing
© 2008 RightNow Technologies, Inc.
Four Core Product Pillars
eService Leadership
Maintain leadership
through continuous
investment and
innovation
RightNow Technology
Ecosystem
•
•
Simple environment for
enhancing RightNow with
add’l capabilities
Easy access to dev’t
environment for
integration and testing
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
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
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
How Today’s Consumers Learn About
Your Products and Services
Traditionally:
Corporate website, official FAQs, traditional media
Today:
+
Video:
Research:
Recommendations:
Discussion Forums:
Locating:
© 2008 RightNow Technologies, Inc.
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Whom Do Today’s Consumers
Trust?
Percent who trust each source
O ther cons umers
78%
C hat/dis cus s ion comments
63%
B log s
61%
B rand s ites
60%
TV/mag az ine
56%
R adio
54%
S pons ors hips
S earch ads
B anner ads
49%
34%
26%
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 (mashup) Web 2.0 information
resources your
customers use and need
to make informed
decisions
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
Customer Portal - Personas Served
Manager
Developer
Designer
*Typically on a
Macintosh
Toolset
MS Word
Dreamweaver
Toolset
Flash
Photoshop
Dreamweaver
© 2008 RightNow Technologies, Inc.
Content
Toolset
MS Word
Text Editor
CMS/Custom CMS
RN Answer Console
CONFIDENTIAL - SUBJECT TO CHANGE
Toolset
Java—Eclipse
C#—Visual Studio
Text Editor
Dreamweaver
RightNow Customer Portal Elements
•
Customer Portal
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•
Customer Portal Studio
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•
•
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Provides access to the CPS Framework
Allows developers to share best practices information
Professional Services
•
•
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Framework
• Widget Library
• Sample Code
• Documentation
Dreamweaver Extension*
Portal Deployment Management
Extended RN Developer Community
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•
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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
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.
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
Customer Portal Screen
Flow Demo
© 2008 RightNow Technologies, Inc.
Customer Portal Page Set
• Builds upon the Web
Self-service UI
introduced in November
’07
• New usability
enhancements
• UI widget and templateWidget
components make it
easy to modify
Widget
Widget
Widget
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
Customer Portal Page Set /2
Search phrase being typed
• 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
Text being
highlighted
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
Customer Portal Page Set /3
• Example 2: Dragging
your cursor over the
new answer feedback
widget dynamically
updates your ranking.
Dragging your cursor over the
new answer feedback widget
dynamically updates your
ranking.
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
Customer Portal Page Set /5
• 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.
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
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
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
The Customer Portal Studio/2
RightNow toolbars
and menus
• 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
Properties viewer that can
expose Widget properties
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
WebDAV view of
server files
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
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
The Customer Portal Studio /4
• Changing page content
is as easy as placement
of a widget on a page.
• Customers are not
constrained to the outof-the-box pages – they
can build entirely new
pages and functionality
very easily.
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
The Customer Portal Studio /5
A custom flash widget being
embedded on the page
• 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)
Flash widget rendered
in browser
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
A brand new template being
built for our pages
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
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
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
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
August ’08 Overview
Andrew Hull
Director of Product Marketing
© 2008 RightNow Technologies, Inc.
RightNow August ‘08
Release Theme: TBD
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
Services & Training
• Product Registration Building
Block
• User Conference Workshops
(Internal)
- Live Chat, Analytics, &
Customer Portal Designer
• Guided assistance (for agent)
• Integration
- .NET Add-in Framework
- C++ Data Integ. Library
• Feedback improvements
• Campaign Designer usability
improvements
• MSI installer improvements
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
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
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
RightNow Co-browse
• One click needed
for agent to start
the co-browse
session with
consumer
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
RightNow Co-browse
• Quick response
times
• Secure – works
with existing
firewalls
• Easily deployed
• Tightly integrated
within the agent
desktop
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
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
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
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.
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
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
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
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
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
Guided assistance on incident
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
Guided Assistance Designer
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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
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
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
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
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).
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
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
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
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.
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
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.
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
Feedback Improvements - Usability
• Ability to group select multiple questions and move to
new page
• Ability to preview questions from question designer
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
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
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
Campaign Designer usability improvements
New ability to
copy and paste
and multi-select
elements.
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
Campaign Designer usability improvements
New size and
label position in
ribbon for all
elements of a
campaign.
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
Installation Improvements
Description
• 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)
© 2008 RightNow Technologies, Inc.
CONFIDENTIAL - SUBJECT TO CHANGE
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.
CONFIDENTIAL - SUBJECT TO CHANGE