Video: Right Now Mobile Launch Event

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.
  

Summary

• 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

Video: Online Video Tutorials for Vonage Home Service

Check out these great tutorials illustrating how to use the Vonage Home Service.

How Vonage Voice Over IP works?



Installing Your Vonage Phone Adapter


This video illustrates how to install your Vonage Phone Adapter with your existing Internet Access.

How To Set Up Vonage Visual Voicemail?


Video by VonagePromo


The Vonage Online Account

This overview illustrates how to utilize Vonage's Online Account features including Voicemail, Call Forwarding, Do Not Disturb, Refer A Friend, Network Availability, Call Waiting, International Calling, Virtual Numbers, Anonymous Call Blocking, Directory Assistance, and more.

Video by VonagePromo

Vonage Feature Overview


Learn more about Vonage Features.

How To Check Your Voicemail with Vonage



Video by VonagePromo


Setting Up Call Forwarding with Vonage



Video by VonagePromo


How Can Vonage Save Me Money?



How To Set Up Vonage Visual Voicemail?




How To Set Up Call Forwarding?


Video by VonagePromo


Learn More about Vonage International Rates




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Video: Social Media ROI: Socialnomics

Social Media ROI: Socialnomics is by Socialnomics author Erik Qualman. This video showcases several Social Media ROI examples along with other effective Social Media Strategies. Music is by Bob S...


customer service 2.0 web 2.0 service delivery and support it 2.0

Slides: Four Social Media Trends for Business in 2010

Social Media Trends for 2010

View more presentations from Jeremiah Owyang.

Another great set of slides on Social Media from Jeremiah Owyang.

customer service 2.0 web 2.0 service delivery and support it 2.0

Download: 6 Steps to Creating a Social Media Roadmap for Business

Service Push Discovery Framework

View more documents from jperezpgi.

2009 was a phenomenal year for social media, with Facebook, Twitter and Youtube becoming part and parcel of everyday life. Twitter alone grew 1,382% year-over-year in February, registering a total of just more than 7 million unique visitors in the US for the month. Meanwhile, Facebook continued to outpace MySpace. LinkedIn finally announced it's demographics and reported that 49% of its network are decision makers, and 53% of it's network make 100k+ per year.

So what what can your company or it's customers do to make Social Media work in business? Attached is the Service Push Social Media Framework that enables your company, it's customers, and your peers to rapidly deploy a Social Media Roadmap for Business in just 6 steps!! Following this framework enables your organization or it's customers to do the following:

• Assess what Return On Investment you will get by investing in Social Media for your business.


• Determine what Tools & Processes your Organization Needs To Succeed.


• Create a 3 Year Road map for your company to follow in the areas of Social Media Strategy for your business.

Learn more about how Service Push can help your company to grow it's business. Enjoy the complimentary framework!!

Regards,

John M. Perez

Facebook: http://www.facebook.com/john.perez
Social CRM Tools: http://www.socialcrmtools.com
Service-Push: http://www.service-push.com
Blog: http://www.johnmperez.com
Twitter: http://www.twitter.com/JohnMPerez
LinkedIn: http://www.linkedin.com/in/johnperez

Video: Jeremiah Owyang Talks Social CRM, Social Media, and More with Robert Scoble

A Great must see video here by 3 of the best Industry experts on web strategy. Jeremiah Owyang and Ray Wong are two of the best analysts in the tech industry who meet with Robert Scoble to discuss several topics in the Social CRM, Social Media, and Mobile Application space.

customer service 2.0 web 2.0 service delivery and support it 2.0

2009 Global Consumer Channel Preferences (Whitepaper By Accenture)

This is probably one of the best Services and Customer reads I have reviewed this year and I think it certainly worth reading when you have a chance. Accenture surveyed global consumers on Customer Experience and Consumer Satisfaction. There are some interesting data points in the study. There is also a lot of Online insight.

Here are the highlights:

• 68% of consumers cancelled/switched to another product due to Customer Service Reasons. The study illustrates that the online experience is just as important as the Phone experience.

When You Seek Customer Service, how do you go about getting assistance?
In 2009, here were the results (multiple mentions):

• 85% prefer calling for assistance.
• 65% prefer sending email
• 46% of respondents indicated they search the internet for information.
• 42% utilize a company's website
• 20% prefer Online Chat.
• 10% rely on Blogs and social Networks.

Regarding Consumers Posting Negative Comments Online:

Globally, 25% of all consumers will post negative comments online about a bad brand or service experience online. This trend is up and they point out in the survey that Brazil and China are more likely to do this than other countries. CLICK HERE FOR THE FULL SURVEY.


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Video: CDC's Social Media Revolution

The Centers for Disease Control recently created a new unit called the National Center for Health Marketing. Like all marketing organizations, its mandate is to change consumer behavior and it has organized an incredibly savvy social media department to do just that. Its first comprhensive national campaign is for the H1N1 Swine Flu outbreak and tightly coordinates its message across virually every kind of social media. The effort is one that many other marketers might do well to study.

customer service 2.0 web 2.0 service delivery and support it 2.0

Video: Google Launches Realtime Search

Incredible innovation from Google once again. They have launched Google Realtime results with their search tool. Google says the features are not all yet available for all users but you can visit Google Trends to see it in action.

customer service 2.0 web 2.0 service delivery and support it 2.0

Slides: Social CRM Slides By Deloitte

Social CRM

View more documents from whatidiscover.

Great summary of slides outlining the evolution of CRM into the Social CRM space.

customer service 2.0 web 2.0 service delivery and support it 2.0