Dreadfully Sorry, I Don’t Have The TIME
By Kathryn Perry on Mar 07, 2013
A guest post by JP Saunders, Senior Director, Oracle Product Strategist
Like in the SiFi movie “In Time”, my time has become even more precious
lately, especially since the birth of my third child. I find myself more
like Justin T (sadly not in looks) in this movie, always running out of
time. It can be a real challenge to get the time to do things I enjoy,
like going for a ride, let alone finding time for things I must get done
like running errands, or fixing things around the house.
Now more than ever, I am constantly monitoring time and standing guard over it like a child holding the last candy bar on the playground. The time bandits are everywhere, waiting to take what little you have through exasperated delays.
Today, like me, people are willing to pay more to have time back in their lives everyday. So while the movie reference may take the concept to a whole other level, I know I am not alone with the feeling that time should be valued like currency, and not frivolously or needlessly squandered.
Knowledge of this customer attitude and behavior is vital to the success of a business. And, in a world where time is money, helping customers to do something in-time is just as important as helping them to have more-time in their day.
All too often customer engagements start with “customer friendly” practices, which are not so “time friendly”. For example, a smile and the simple words “can I help you?” are polite, but how much of what the business already knows about you is being applied, or will be applied when this question is asked? What this question actually represents is an assumed blank slate, a ground zero for the engagement, requiring an investment and risk of the customer’s time to find out if you can actually help them. Similar to that of an empty search box on a Website, just punch in what you are looking for … do you feel lucky?
In these data rich times where information, insights and analytics are
in abundance, a simple question such as “can I help you?” that is void
of any applied understanding, should provoke an equally simple
response, ”no it doesn’t appear that you can … but thank you for
asking.” To get the right answer to the right question at the right time
there must be relevance, context and awareness – without that, it’s
just a smile on an empty box.
You see to “Help me” requires an understanding of who I am, where I am, what I am doing, what I am trying to do, and when/where I need it done. You might not know everything needed, and may need to verify or gather information along the engagement, but when you apply what you do know at each step, it turns “friendly” engagements into “helpful” ones – and customers into advocates.
At Oracle we continue our commitment to help businesses reduce their time-footprint on their customers’ lives. Our automated technologies that empower knowledge administrators to efficiently manage complex business policies ensure that the right answers (accurate, up-to-date, in context) get delivered at the right time (real-time, no waiting), at the point of need (across devices).
Whether your customers are searching for content solutions or they need answers based on complex business policies, Oracle’s service and support solutions empower administrators to efficiently ensure that the right answers (accurate, up-to-date, in context) get delivered at the right time (real-time, no waiting), at the point of need (across channels and devices). To learn more about our knowledge solutions, click here. To learn more about our decision automation solutions, click here.