“It Isn’t Easy At All; Otherwise, Everyone Would Be Doing It”
By Kathryn Perry-Oracle on May 28, 2014
A few months ago, JP Saunders (pictured left), who leads the go-to-market initiatives
for the Oracle CX Service offering, kicked off a series of articles
about modern customer service. He contends that to take care of
customers―and the people that support those customers―companies need to
make it easy to deliver consistently great experiences. But it’s not
easy; it’s an art.
The six posts in The Art of Easy series will help you better understand some of the customer service challenges you face and how to avoid common pitfalls. We pulled them all together here in one post for continuity and easy access.
Saunders introduces the series with The Art of Easy: Make It Easy To Deliver Great Customer Service Experiences (Part 1).
The Art of Easy: Offer Self Service With the Emphasis on Service (Part 2) by David Fulton (pictured left): David Fulton, Director of Product Management, Oracle Service Cloud, shares five tenets of customer self service that move an organization closer to becoming a modern customer service business.
Easy Decisions For Complex Problems (Part 3) by Heike Lorenz (pictured right): Heike Lorenz, Director of Global Product Marketing, Policy Automation, writes about automating service policies to ensure that the correct decisions are being applied to the right people. The goal is to nurture the trusted relationships with customers during complex decision-making processes.
Moving at the Speed of Easy (Part 4) by Chris Ulmand (pictured left): Chris Omland, Director of Product Management, Oracle Service Cloud, addresses the need for speed to keep up with customers’ expectations. His advice—start with a platform that enables agile innovation, respects a company’s unique needs, and has proven reliability to protect customer relationships.
Knowledge Makes It Easy For Everyone (Part 5) by Nav Chakravarti (pictured rig: Vice President Nav Chakravarti, Oracle Service Cloud, talks about managing the knowledge that customers need and want. He coaches readers on delivering answers to customers’ questions easily, in context, with relevance, reliably, and accurately.
Making Easy, Both Effective and Efficient (Part 6) by Melinda Uhland (pictured left):
Melinda Uhland, Oracle CX Product Management teaches us that happy
agents produce happy customers. A Modern Customer Service organization
is one that invests in its agents and empowers them with tools to make
them efficient and effective, which, in turn, improves customer results.