I had the opportunity to attend the Right Now Mobile CRM Launch in New York City last week, and thought it was an ideal launch event for Right Now. Thanks to Michelle Watson of Match.Com, Trish Whitman of MySpace.Com, and Danna of Right Now for their great insight into their businesses with using eService Solutions.
Some Data Points
- Phone Channel Demand is Decreasing - 98% of Support Interactions in North America were over the Phone in 2004. In 2009, only 67% of Support Interactions were over the phone. Despite this, call volume hitting the call center is increasing year over year and they are projecting that most of these calls will come from mobile devices.
- 16% of Customers surveyed on Customer Experience believed that an Enriched Web Experience on the Web was critical to Customer Experience. An additional 16% indicated multichannel support was critical, and 36% believed smart competent agents was critical.
- As we see the proliferation of additional channels like Social Media, Mobile, Email, Live Chat, etc – the metric to really capture will be First Contact Resolution instead of First Call Resolution. Companies will need a platform that will enable them to track First Contact Resolution as our Channel Mix evolves. First Call Resolution only gets a company phone visibility, but First Contact Resolution is truly the measure across all channels.
- Clients in the keynote address were MySpace, Match.Com, CBS Interactive, and AirCell. All of these clients are using the Right Now product suite, but they are also utilizing their product for Mobile Support.
- Right Now launched their mobile product suite that allows clients with their suite to provide Mobile Versions of the following:
- A Web Self Service Portal with integrated Knowledge.
- Live Web Chat.
- Web Guided Assistance – I.e Like the troubleshooting wizard.
- Check out more information at: http://www.rightnow.com/cx-suite-mobile.php
My take was that the demos were solid and they are the only players in the space that I have seen have a proven product for mobile help. Other eService providers say they have it, but I have yet to see it.
I Spoke with Michele Watson (SVP Global Customer Care for Match.Com) and they use their eMail Response, Portal/Knowledge Product, and Live Chat.
Trish Whitman (VP of Customer Experience) of MySpace says that 30% of their web traffic now comes from Mobile Devices.
customer service 2.0 web 2.0 service delivery and support it 2.0