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Childrena?s Charity Compassion UK Embraces Social Customer Experiences and Enables Its Facebook Fans to Self-Serve with RightNo

^{Published on 2011-06-23 05:06:00 - Market Wire}
 

BOZEMAN, Mont.--([ BUSINESS WIRE ])--Christian child development organization [ Compassion UK ] is using [ RightNow ]® (NASDAQ:RNOW) CX for Facebook to offer instant support and advice to the growing number of its supporters or, as Facebook calls them, afansa using the social networking site. With this addition, Compassion is expanding its use of RightNow CX, the customer experience suite, from web and contact center to social to ensure supporters receive the same exceptional experience regardless of how they chose to interact.

"We spent more time honing the Facebook page itself; adding RightNow for Facebook was extremely straight forward."

Compassiona™s Facebook page offers supporters the opportunity to catch up on recent events, news, images, interact with the charity directly, and express their feelings about anything related to Compassion. With RightNow, a dedicated help and support tab has been seamlessly integrated into Compassion UKa™s Facebook page, offering supporters a list of the most popular questions and answers, as well as the facility to search for specific information.

Supporters having difficulty finding the correct answers are given the option to type a specific question, which RightNow automatically analyzes and suggests answers. If a relevant answer is not provided, the user can raise the question as an incident to Compassion UK support staff, who give the question the same level of care they would for any inbound interaction.

With more than 5 billion active users, Facebook is the worlda™s most popular social networking site. RightNow CX for Facebook allows organizations to capitalize on that popularity by enabling them to proactively serve customers and followers at the location where they are most active. In addition, integration with Compassiona™s existing customer support processes, also powered by RightNow CX, ensures that Facebook service incidents are connected with other interaction channels, resulting in a consistent multi-channel brand experience for the charitya™s supporters no matter how they decide to contact the charity a" phone, email, Facebook.com or the charitya™s website.

Richard Atterton, Chief Operating Officer, Compassion UK, explained the advantage of the new application: aWe found that many supporters were finding us on Facebook, and then visiting our website to learn more. Using RightNow CX for Facebook, these supporters can find out more about us, ask specific questions and receive up-to-date answers, without ever leaving Facebook. Ita™s about serving supporters and prospective donors at their chosen channel of interaction, and ensuring that the experience is consistent regardless of channel.a

Compassion UK is extending its social customer experience efforts by piloting Cloud Monitor, RightNowa™s product for tracking and responding to relevant comments, mentions and sentiment across the social web. Cloud Monitor allows Compassion UK to automate a search of brand mentions on social media sites, including Facebook and Twitter. When a question or comment requiring a response is posted, Cloud Monitor enables Compassion to instantly create an incident, which is routed to Compassiona™s Supporter Engagement team. As with the new Facebook support tab, these incidents will be managed from the unified RightNow agent desktop. The result is a 360-degree view for the Compassion UK Supporter Engagement team and a consistent and personal experience for the supporter.

Atterton comments: aEmbedding RightNow CX into Facebook is ideal as it ensures that help is available, but without taking over the page and the community growing around it. Similarly, Cloud Monitor will allow Compassion to check for inaccuracies or concerns that people have and respond in the correct manner, without having to use valuable resources to manually monitor each social site.a

As an existing RightNow CX customer, Atterton says that the upgrade was seamless. aWe spent more time honing the Facebook page itself; adding RightNow for Facebook was extremely straight forward.a

About Compassion

Compassion supports over a million children in 26 developing countries and, through individual sponsors, provides them with the means to break out of the cycle of poverty. Working exclusively through local churches, Compassion ensures there is financial integrity, long-term commitment and the opportunity for every child to hear and respond to the good news of Jesus Christ. The children may be of any or no faith; they are chosen purely on the basis of their need. Compassion sponsorship costs just 70 a day and ensures that the children have access to good nutrition, education, healthcare, social and emotional care and spiritual nurturing.

For more information:
Compassion UK, 01932 836490, [ info@compassionuk.org ], [ www.compassionuk.org ]

About RightNow

RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organizations around the globe. To learn more about RightNow, go to [ www.rightnow.com ].

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of The NASDAQ Stock Market LLC.