1. RightNow Web Experience The Customer Experience Imperative February 2011

2. 86% stop doing business with organization after one bad experience… and 82% told their friends about it Harris Interactive, 2009 Customer Experience Impact Report

3. Overall poor quality of the customer experience 68% Get a lower price elsewhere 53% Customer service representatives’ lack of knowledge 45% Company policies that create bureaucracy 40% Lack of customized solutions 39% Customer service technologies that delay or stop service 38% Accenture Global Customer Satisfaction Report Why do customers switch providers?

4. On the Other Hand… OUTSTANDING SERVICE is the #1 reason consumers recommend a company to others. Above product price and product quality. #1 Reason Harris Interactive, 2009 Customer Experience Impact Report

5. 60% will always or often pay more for a better customer experience—even in a down economy. Harris Interactive, 2009 Customer Experience Impact Report

6. Three Experiences That Matter

7. RightNow CXThe Customer Experience Suite

8. Web ExperienceSolution Overview Branded Multi-Channel Online Experience

9. The Self-Service Challenge Fact: You don’t want your customers to call you for help Fact: Your customers don’t want to call you either 72% of online consumers prefer to use a company's website to get answers to their questions rather than contact companies via telephone or email. -Forrester Research

10. The Self-Service Challenge Providing consumers the help they want When they want it Where they want it How they want it Have consumer conversations flow seamlessly across all communication channels And not drive up costs

11. The Self-Service Solution A single site via Customer Service Portal Most commonly viewed FAQs FAQs available by category New alerts Easy search with highly relevant, targeted results Links to other communication channels Email, Chat, Co-Browse, Communities, Phone Syndicate content to deliver to customers at the point of inquiry Researching products Shopping cart and check-out Completing applications

12. RightNow CX Intent Guide Web / Mobile Self-Service Chat / Co-Browse Email Management Intent Guide Web / Mobile Self-Service Chat / Co-Browse Email Management CX for Facebook Support Community Innovation Community Cloud Monitor CX for Facebook Support Community Innovation Community Cloud Monitor Voice Experience Manager Dynamic Agent Desktop Voice Experience Manager Dynamic Agent Desktop Customer Feedback Customer Feedback Service Sales Marketing Service Sales Marketing Analytics Analytics App Builder Knowledge Foundation | Natural Language Search Mission Critical Operations

13. RightNow Customer Portal Out-of-the-box best practices Easily customized for brand Quickly incorporate widgets, blogs, videos and other elements Leverages intelligence of the RightNow Knowledge Foundation Integrated with RightNow Communities Provides seamless connection to agent assisted channels Supports Open Login

14. Best Practices: RightNow “Reference” Site Tabs can be leveraged for simple navigation in Customer Service or across the entire site. They provide customers a way to know where they are on a site Offer up multiple communications channels – put the one you want customers to use most at the top of the list. Have this consistently across all pages Make “Search” visible and easy to use - customers who want to self-serve will. Saving inbound calls and emails FAQs should be “self-learning” – what is displayed is dynamically ranked based on customer views Make your most popular questions easily visible. Chances are, this will solve 80% of customer questions

15. Examples of Customized Sites

16. Robust FAQs Increases Self-Service Expose knowledge broadly via Google integration Supports searches by topic or keyword Show answer summary, improving self-service Integrated with RightNow Community to show Community answers

17. Robust FAQs Increases Self-Service Answers can be text, video, or documents such as User Manuals or Warranties Collect feedback on answer helpfulness Provides related answers Answers are easy to create, edit, and maintain Reporting to track viewing statistics

18. Email Management Configurable Email forms SmartAssistant scans email, automatically suggesting relevant answers Routed to best agent via skills and business rules Use the RightNow Contact Center Experience for a single agent desktop for answer assistance, standard responses, and escalation of issues SmartAssistant typically deflects 30% of incident volume

19. Chat for Real-Time Interactions Reactive, consumer initiated Chat Proactive Chat based on business rules Chat Interface easily modified for branding Chat conferencing and supervisor monitoring and assistance Chat queue status and auto-reconnect Real-time reporting

20. Co-Browse for Hands-On Help Easy to implement and use Secure – works with existing firewalls Works with any browser on any computer Limits to agent’s control of the consumer’s desktop Hides sensitive fields such as credit card numbers from the agent

21. Web Experience Designer Configurable framework used to create new web applications, including widgets and web pages WYSIWYG tool for editing Extensions for Adobe Dreamweaver Direct access to RightNow web development and production servers Development UI sandbox capabilities and site deployment tools Access to custom rich media, Web 2.0 Widgets

22. CX Intent Guide with Natural Language Search Enables a new way to engage with consumers online, shaping next generation customer experiences Increase sales through higher online conversions Drive loyalty through premium online experiences Gain Insights through understanding customer intent Seamlessly overlay’s existing website technologies, so no need to rip and replace.

23. RightNow CX Intent Guide RightNow CX Intent Guide includes four web page overlays for online consumer interaction: Virtual Assistant Question Matching Web Form Assistant Contextual Offers

24. A Seamless Customer Experience Web Experience Social Experience Contact Center Experience Single sign-on Integrated search Syndicated widgets Incident escalation Socialized answers Deep integration with Knowledge Foundation

25. Gartner E-Service Magic Quadrant “RightNow Technologies still remains the worldwide leader in eservice market share in the eservice space, and continues to grow.” (Gartner 2009)

26. Best CX Solution “Vendors that can demonstrate a strategy of providing support for all these areas (contact center, Web, analytics and social CRM) will be best-positioned to lead the market.” Web Customer Service Social Contact Center RightNow has the highest total ranking across the three experiences that matter the most: eService (Web), Social, Contact Center.

27. CRM Magazine Winners2010 CRM Service Awards 2010 Service Elite “We don’t just talk about listening to the customer—we actually do it.” —Ron Kelly, Vice President of customer and Pharmacy Services, drugstore.com

29. 13 years of deep Cloud delivery and CX expertise

30. Solutions deliver superior customer experiences across channels

31. Focus on tangible business results

32. Fully multi-tenant Cloud infrastructure

34. 900+ employees

35. 33 languages supported

36. 13 years continuous revenue growth

37. Subscription-based recurring revenue

38. Profitable

42. Ask the Experts

43. Pilots – Try before you buy

45. Customer Results

46. RightNow Customers Set the Standard

47. Case Study: Overstock.com Facts: 1,000+ contact center agents Multi-channel contact center Personalized agent experience delivered through workspaces Rapid growth and rapidly changing customer base Results: Reduced operating expenses by $1,000,000 per month from contact center reductions alone Email volume down 72% First-call resolution rates improved 10% Call handle times reduced by 25% Dashboards deliver real-time actionable information to key decision makers RMA and Teradata database integrations bolster contact center efficiency Ranked #4 retailer nationwide by National Retail Federation in customer service—one year after not making the top 150 NetPromoter score has nearly 7x improvement Customer satisfaction scores jumped 10%

48. Case Study: EA Goals: Provide effective support to millions of customers worldwide across hundreds of titles Handle growing incident volume generated by new online titles Seamlessly link multiple offshore outsourcers and internal resources Solution: RightNow Web Self-Service Results: Able to handle 50% increase in incidents despite 10% budget cut Delivery of premium service levels in support of premium brand Awarded the Gartner CRM Excellence Award Global visibility into service processes enables continuous improvement Tens of thousands of email messages answered daily with a 24-hour turnaround Unified environment for incident tracking enhances the customer experience

49. Facts: 3,500 Multi-Channel Agent Desktops (phone, email, and chat) Displaced Nearly 3,000 Seats of KANA for email management Agent knowledge base serving nearly 10,000 agents 12 million sessions a month served up through web self-service 27 interfaces for unique customer experiences Results: Less effort, more quality Intelligent interface allows business to focus on content improvement Robust tool handles nearly 15,000 dynamically changing knowledge articles Additional 27% email deflection through integrated SmartAssistant Average handle times reduced by 20% driven by personalized agent experience External knowledge base helps handle inquiries 24 x 7 and reduced contact volume has led to 24-hour turnaround on all assisted channels Total annual savings at around at around $14m Case Study: British Telecom

50. Case Study: Nikon Goals Deliver world-wide superior customer experience across marketing, sales, and customer service touchpoints Continuously capture high-value market insight Keep costs under control Solution RightNow CX suite Achievements Responsive interactions drive customer satisfaction scores above 95% 50% reduction in call response times and 70% reduction in email response times Improved visibility into customer concerns enhances marketing and product development RightNow embraced globally with twelve languages and multi-continent deployments Earned Baseline and Nucleus Research awards for 3,200+ percent ROI over three-year period

51. Case Study: RealNetworks Challenges: 3 Business Units: Music, Game, and Media Services 3 Types of Support: Customer Service, Technical Support, and Winback/Call to Cancel Each unit/support type requires different information to be captured from the customer Agents could only work on one support type of one business unit based on their profile and workspace setup and all queues had to be monitored with sufficient agents assigned to handle each of these queue

52. Case Study: Motorola Challenges: Consolidated 5 outsourcer platforms into one standard agent desktop Being tasked with decreasing cost and increasing revenues 2,150 agent multi-channel contact center Siebel replacement for 1,500 agent seats Global consumer, agent, and partner knowledge base Voice applications for: Speech routing, voice knowledge base, surveys, status, Locator, CTI Deployments in 28 languages Results: 29% reduction in phone calls after implementing RightNow Voice 66% decrease in email after first month of implementing RightNow Service 32% reduction in average handle time vs. previous desktop (Siebel) Driving up-sell & cross-sell opportunities, offer promotion Successfully able to move contact volumes between outsourcers based on CSAT and NPS throughout the year Savings of $15-20 million per year

53. Case Study: Black and Decker Challenges: Make entire org more responsive to customers Optimize performance and efficiency of customer service across channels Results: Product management, manufacturing gained rich, actionable customer insight Real-time feedback save company thousands in product returns Estimated more than $250,000 annual savings achieved through self-service

54. Case Study: iRobot 20 unique outbound emails per month (1 million total) Drive up-sell and cross-sell revenue Attract first-time buyers by sending targeted promotions 4,000 surveys to customers per month Track impact of ongoing customer experience improvements Pinpoint emerging problems before they adversely impact the business 97% web self-service rate 30% reduction in phone calls, with headcount reduced accordingly

55. Case Study: Williams-Sonoma Proactive case management solution for high-dollar and multi-contact customers purchasing furniture from Williams-Sonoma, Inc. brands RightNow incident created upon order Customer called within 24 hrs to review order process and delivery Customer called in 2 weeks to proactively show that order is being monitored 4 weeks later: Shipment ready. Incident updated. Customer called and informed product is being shipped Results: ≈ 5% reduction in returns Equates to 100 returns/week, growing to 250 $400 average value per return 100 x $400 = $40,000/week savings

57. Make home page more customer friendly and intuitive

59. The Top 50 Q&A Pairs achieved 90%+ click-thru

60. Reduced call center volumes by 18% in 3 months

61. Continuous Insight in information needs of the customer ...“helped us reduce our call and email volume by 18% in just 3 months... tells us what customers want, not just what they do. This is the basis of marketing.” SVP Marketing, KLM Airlines

63. Improve Click through Rates

65. Achieved an increase in relevancy by 55%

66. 15% reduction in call center volumes… “helped us reduce our call center volume 40% in 3 years”. Benjamin Puigdevall CEO e-La Caixa

67. RightNow Project Methodology (RPM) Implementation Approach Documented and repeatable, process-driven Understand contact center and eService business process Reduce risk and uncertainty, manage scope and change Consultative and supportive of best practices Collaborate and validate Deliver on time and on-budget Results-Focused Produces rapid deployment and results Continuously optimizes solution over long-term Drives alignment of technology and processes Ensures high adoption rates and full feature utilization Delivers the project expertise of 3,000+ projects

68. Thank You