Cloud Monitor

Find out what customers are saying about your products and services with RightNow Cloud Monitor. It taps into social media channels, including Twitter, YouTube, Facebook, your RightNow Community, and RSS feeds from the blogosphere, so you can listen to and join the conversation.

Business Challenges

• The social web spurs conversations that can help or harm a brand
• Customer complaints can reach thousands of people within minutes
• Consumers expect an immediate response—regardless of the channel

Solution

RightNow Cloud Monitor helps you monitor relevant consumer conversations on the social web, prioritize your next steps, and follow up on the issue in the same way you would manage an email, phone call, or chat session. Plus, with Cloud Links, you can include links to social networking sites such as Twitter, Facebook, LinkedIn, YouTube, and Flickr in personalized surveys and outbound mailings—created using RightNow Marketing and Feedback.

“As a leading online retailer with a growing number of web stores, monitoring what’s being said about our brands on social sites allows us to respond quickly to customers, and increases our positive engagement. Using RightNow CX helps us tightly connect the activities on the social web with our overall customer experience strategy and system.”

— Lisa Larson, Director of Customer Service, drugstore.com

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