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September 17, 2010

RightNow extends customer experience suite to Facebook

Allows enterprises to incorporate Facebook into their customer experience strategies

By CBR Staff Writer

RightNow has unveiled CX for Facebook, its new customer experience suite that powers integrated web, social and contact centre interactions anywhere consumers engage with their favorite brands.

RightNow said that its new offering will leverage the common knowledge foundation, interaction history, support workflow and escalation, community moderation tools, and reporting and analytics capabilities.

It allows consumers to find the information they need, by either browsing through answers or entering search terms to receive the most relevant content.

RightNow Social Experience vice president John Kembel said that consumers not only demand consistent experiences across interaction channels, but also want access to every service option via a brand’s Facebook page that they would expect from the brand’s website.

"What is unique and compelling about RightNow’s Facebook solution is that it will help on both these fronts: it will transform an organisation’s Facebook page into a powerful support channel where consumers can get fully integrated self service, crowd service, and agent-assisted service; and it will help organisations avoid the mistake of treating Facebook as a silo." Kembel said.

The company said that its social collaboration capabilities empower consumers to assist in knowledge creation and maintenance by commenting on and rating answers that appear in an organisation’s RightNow knowledge base.

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The new offering embeds threaded discussions into an organisation’s Facebook Support tab, allowing consumers to comment on and provide feedback on other posts.

CX for Facebook lets consumers consumers view all discussion threads in which they have participated and allows pose questions to their peers and then mark the best answer.

It allows unanswered questions can be automatically escalated for agent assistance after a configurable period of time.

RightNow said that CX for Facebook will also be available in all 33 languages that the company supports.

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