RightNow Product Roadmap

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

RightNow Product Roadmap

June 2008

CONFIDENTIAL - SUBJECT TO CHANGE

Disclaimer• Statements included in this presentation, other than statements or characterizations of historical

fact, are forward-looking statements. These forward-looking statements are based on our current expectations, estimates, and projections about our industry, management’s beliefs, and certain assumptions made by us, all of which are subject to change. Forward-looking statements can often be identified by the words such as “anticipates,” “expects,” “intends,” “plans,” “predicts,” “believes,” “seeks,” “estimates,” “may,” “will,” “should,” “would,” “could,” “potential,” “continue,” “ongoing,” similar expressions, and variation or negatives of these words. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties, and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement.

• The risks and uncertainties referred to above include, but are not limited to, our assessment of current trends in the CRM market, possible changes to our approach to CRM and our core product strategies, changes to the functionality and timing of future product releases, customer acceptance of our existing and newer products, possible fluctuations in our operating results and our rate of growth, interruptions or delays in our hosting operations, breaches of our security measures, and our ability to expand, retain, and motivate our employees and manage our growth. Further information on potential factors that could affect our financial results are included in our annual and periodic filings with the Securities and Exchange Commission.

• By sharing our product roadmap with you, we are not undertaking an obligation to develop the software with the features and functionality discussed herein.

• The forward-looking statements in this presentation are made as of April 19, 2023 (today). We undertake no obligation to revise or update publicly any forward-looking statement for any reason.


IntroducingRightNow May ‘08


RightNow May ’08

Right Information, Right Time

February ’08 May ’08

• Feedback for chat• Emotion-driven workflow• Customer Portal BETA• Multi-select workspace field properties• Expanded admin reports• Expanded platform support

• .NET 3.5 framework• NIST certification (gov)

Voice of the Customer


RightNow Feedback

• Capture• Act• Analyze• Simplify• Integrate

First and only integrated, on demand multi-channel customer feedback management solution


Multi-channel Feedback Management

Feedback for email• Broadcast surveys: survey a broadly targeted audience via email invitation at a chosen time• Transactional surveys

• Automatically capture feedback over the web following an event, transaction, condition, or customer action.

• Typically targeted to one individual after a particular transaction (e.g. closed incident)

Feedback for web• Website link surveys

• Survey individuals visiting a web page• Web page can be linked to from any source (e.g. shopping cart)• Secure feedback in context to web page that survey is linked from

Feedback for voice• Conduct automated inbound or outbound surveys over the telephone with speech recognition• Route customer to voice survey after caller accesses a service• Proactively solicit feedback with outbound voice surveys and automated dialing

Feedback for chat• Gather valuable customer feedback on their online experience and chat effectiveness• Send survey based on event, such as customer abandoning a chat session• Perform anonymous survey at end of chat session


Key New Feature: Feedback for chat

Description• Tightly-integrated surveys within the

RightNow Live chat application

Key Capabilities• Control offer frequency (daily, monthly,

etc)• Control offer delivery based on survey

response• Offer opt-in surveys to registered

customers after chat interaction• Survey anonymous consumers• Offer time-delayed surveys when

contact’s address is captured in chat session

• Pre-packaged feedback analytics• Surveys offered vs responded to• Contact history of survey responses• Survey results analysis and trending


Emotion-driven Workflow

• SmartSense emotion score of a free text survey question can immediately and automatically trigger an action to take place.


RightNow Feedback


Feedback AutoDemo


Customer Portal Betafor May ‘08


Evolution of 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


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


What Does it Mean?

To deliver a differentiated online customer service experience, organizations must be able to:• extend service knowledge beyond the ‘Help’ page…• tap these new online resources and media…• wrap it into an overall brand experience, and…• adapt quickly to rapidly-evolving consumer expectations


RightNow Customer Portal Leverage the Power of the Community and Brand

• 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


Other New May ’08 Features

Capability Description Business Value

Multi-select workspace field properties

Ability to set properties for multiple fields all at once including required status, font, size, column span, accessibility, spell check, etc.

Dramatically improve adminefficiencies when creating or modifying workspaces

Expanded admin reports

Products, Categories, Dispositions: •Understand how products, categories and dispositions are used•Use Report Designer to quickly create a list of dispositions, products or categories•Understand relationships to other objects such as incidentsProfile and Nav Set management:•Understand who has access to which navigation sets•Understand which workspaces and/or reports are used in which navigation sets

• Improved insight and maintenance/management for administrators

• Improved admin productivity

Expanded platform support w/ .NET 3.5 Framework

.NET 3.5 Framework upgraded from 2.0 to 3.5 Customers using 3.5 .NET Framework no longer need to install two versions of the .NET Framework

NIST support NIST Federal Desktop Core Configuration (FDCC) certification

Full compliant with U.S. Fed Gov required NIST standards


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


Training - 5 New Online Learning Center Computer Based Training Courses

• Introduction to the Online Learning Center (Access and Navigation)• This module is intended to aid first-time users of the online learning

center in accessing and navigating the site. It will be available on the OLC entry page so customers with no OLC access can view it.

• Communication Configuration (how to)• This module explains the purpose, location and method of use of

Communication Configuration (including mailboxes) in the Admin console.

• Introduction to Database Administration• This module introduces administrators to the Data Administration

settings in the Admin console

• Monetary Configuration (how to)• This module instructs administrators how to add and configure

currencies in the Admin console

• Introduction to Service Level Agreements• This module introduces administrators to SLAs, instructs them how to

create and modify them and gives examples of the variety of ways to use SLAs.


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


Description:Ability for a consumer to grant an

agent permission to share the consumer’s desktop during a chat or phone interaction

Key Capabilities:• Safe - permissions limit agent’s

control of the consumer’s desktop• Secure – works with existing

firewalls• Easy to implement -

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

• Tightly integrated within the agent desktop

RightNow Co-browse


RightNow Co-browse

Why it Matters• Improves FCR rates and customer

experience with complex product/service support scenarios

• Improves customer experience during phone interactions - offer ability to extend phone interaction to web or desktop assistance

• Can reduce cart abandonment rates in e-commerce scenarios


Pro-Active Chat

Description:Ability to dynamically present a chat invitation

to a consumer based on specific, defineable circumstances

Key Capabilities:• Chat invitation is presented when:

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

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

• A set of consumer profile characteristics apply (e.g: SLA=Gold), AND an agent is available

• Pro-active chat widget is part of Customer Portal widget framework


Pro-Active Chat

Why it Matters• Pro-active chat improves online 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

Description:• Ability to walk an agent through a

series of questions to troubleshoot and reach an appropriate answer

Key Capabilities:• New designer enables quick creation

and editing of decision trees• Images and HTML can be added to

questions• Trees or branches can be reused and

copied into other trees• Preview mode enables designers to

walk through the agent experience• Answer searches return both

answers as well as decision trees• Customer responses are stored on

the incident record for review


Guided Assistance

Why it Matters:• Enables consistent handling of complex

customer issues regardless of agent experience level

• Improves resolution times by guiding the agent to the right answer – the first time

• Increases likelihood that complex issues can be resolved by a single agent without escalation

• Improves the customer experience by enabling faster resolution, fewer transfers


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.


Other New August ’08 FeaturesCapability Description Business Value

Integration - .NET Add-In Framework

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.

Easily deliver custom functionality to the desktop of any implementation

Integration: C++ Data Integration Library

Provide a way to integrate to the RightNow database via C++ code

Partners who develop applications using C++ will be able to write integrations leveraging these libraries

Chat

Send HTML/XML within chat response

Agent can send “raw” HTML/XML text within a chat response

Consumer can copy/paste it into another application

Chat return to queue Agent may elect to automatically send chat request back to queue when agent doesn’t respond within a specified time period or agent manually declines the chat request

Automates the chat agent’s business practice while providing a superior customer experience

Campaign Designer Usability Improvements

Various UI update of our campaign designer based upon the new windows workflow foundation to improve usability

• Improved usability and functionality• Foundation to build additional capabilities


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”


Thank You

RightNow Product Roadmap

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Transcript of RightNow Product Roadmap