Have you ever submitted a service request and found yourself wondering when you’ll hear back? Like many end-users, you don’t want to constantly check the portal or contact the helpdesk for updates. Instead, a timely, real-time, and short notification delivered on the channel you use every day, like SMS, is highly appreciated. And your customers are entitled to the same.

As an administrator of Oracle B2C Service with a subscription to Oracle Responsys or Eloqua from the Oracle Marketing suite, delivering timely customer updates has never been easier and more effective.

New tiles for Responsys/Eloqua configurators available in Administration pane

Current Customer Engagement Limitations

It is common for customers to feel anxious after submitting a service request about the resolution time and further communication about their service request. This often leads customers to follow up on their service requests, with subsequent communication occurring primarily through traditional channels such as email. It will not only undermine the customer experience, but also creates inefficiencies for service teams by increasing the workload and prolonging resolution times.

Modern Channels for Customer Engagement

Even as preferences change, SMS continues to be a proven and dependable way to keep customers informed when it matters most. With our new point-to-point integration, you can deliver personalized SMS notifications at every stage of the service request in Oracle B2C Service powered by Oracle Responsys or Eloqua.

The Outbound SMS feature using Oracle Responsys or Eloqua includes a simple setup process, where administrators can enter their credentials and activate the integration in a few steps. They can also specify which countries should receive SMS messages. This integration is designed specifically to send SMS notifications from Oracle B2C Service to your customers, using Responsys or Eloqua as the delivery platform.

Configurator for Oracle Responsys Integration
Configurator in Oracle B2C Service for Responsys Integration
eloqua_configurator
Configurator in Oracle B2C Service for Eloqua Integration

This feature allows administrators to easily view and understand how many SMS messages were sent, delivered, or failed over any selected time period, helping them track the effectiveness of their communications.

usage_statistics

Business Value of the feature:

  • Effortless Setup: Configure integration in just a few clicks. Enter your credentials and activate.
  • Powerful Automation: Use Enhanced Business Rules to trigger SMS for incident create or update —like a service request acknowledgment or status change.
  • Zero Follow-ups: Customers are instantly notified as their service request progresses, reducing delay in communication and eliminating follow ups.
  • Personalization at Scale: Craft personalized messages for every scenario using Oracle B2C Service’s Standard Text Editor.
  • Actionable Insights: View statistics on sent, skipped, and bounced messages in Oracle B2C Service without the need to toggle between products.

A Day in the Life: Sara’s Seamless Support Experience

Let’s walk through a customer journey to see the value in action:

  1. Sara raises a Service Request: She experiences an issue and quickly submits a service request.
  2. Automatic acknowledgment: Sara receives an instant SMS confirming her request has been received.
  3. Real-time Updates: As her request progresses, a key incident field—such as a custom “Additional Information” field, is set by the support team. When this field is set to “Yes” to request further details, Sara receives an immediate, personalized SMS notification demanding additional information.
  4. Prompt customer action: Notified by SMS, Sara responds with the requested information right away, significantly reducing resolution time.
  5. Closure and trust: Once her issue is resolved, Sara gets a closure notification. She appreciates the transparency, feels valued, and is more likely to trust and advocate for the brand.

Documentation Reference:

Ready To Get Started?

For assistance with setup or to request a demonstration, please refer to the resources provided or you could reach our team via: ama_service_cloud_ww_grp@oracle.com. We welcome your feedback. Thank you.