A RigthNow CX integration solution to enable your contact agents to monitor and minimize their manual response to service requests and engage in relevant customer conversations as they emerge on Twitter.
Online PR News – 12-April-2013 – Milpitas, CA – CRMIT Solution announces RightNow CX integration for Twitter - is an extension to Oracle RightNow Social Experience capabilities and enables the RightNow platform to instantly generate and distribute pre scripted response to queries / feedbacks posted by customers and consumers via Twitter.
Oracle RightNow Social Experience is part of the market - leading Oracle RightNow Customer Experience (CX) Cloud Service, which offers an integrated approach to customer experience. Oracle RightNow Social Experience enables brands to harness consumer influence and passion in service of the brand. From social media monitoring to branded online communities to a full-service Facebook experience, it is designed to extend experience to the places where consumers are learning, sharing, and buying across the social web. The RightNow Customer Experience (CX) makes it easy for agents to monitor and engage in relevant customer conversations as they emerge on Twitter, YouTube, RSS-enabled sites, Facebook fan pages, and your own community.
The CRM++ RightNow integration for Twitter includes a batch program to accumulate, scan and read tweets posted by consumers and customers for relevant keywords, compare and map it with RightNow knowledge base data, generate and distribute an appropriate response to the queries / feedbacks. The tweet response, includes, a solution URL that customer can navigate to, and re-tweet or reply for more information.
Tweets that fail to find an appropriate mapping or response within the RightNow Knowledge are tweeted back with a tweets a reference to a web form that can create an incident. Service agents can prioritize on responding to these incidents based on their SLA’s.
The Twitter integration for RightNow Customer Experience (CX) helps make it easy for agents to monitor, minimize their manual response and engage in relevant customer conversations as they emerge on Twitter. The solution helps build a thriving peer-to-peer support community empowering customers to help themselves, each other, and your organization.
The integrated solution helps companies to manage and maximize the customer experience through potential Twitter touch points. By aligning customer data from Twitter sources through RightNow Customer Experience (CX), companies can assure that agents have the most accurate, up-to-date information to streamline the customer interaction process and improve the overall experience and results.
Customer experience is a set of perception; a customer has with a company throughout the buying and owning interactions. Positive Customer Experience (CX)s enable businesses to attract more, retain more, sell more, sell for more, and do more.
"There have been instances where customers complained (through Twitter) about various services, but we could now see that the grieving customer has already received a response through the knowledge base” added one of the users for RightNow CX integration for Twitter.
CRMIT Solutions, an Oracle® Platinum Partner with specialization in Oracle CRM On Demand, Fusion CRM and RightNow Cloud CX announced this new release as a part of its continued efforts to showcase its expertise on RightNow Cloud CX.
This new CRM++ Twitter Integration for RightNow Cloud Customer Experience (CX) is available for FREE DOWNLOAD.