Tuesday Dec 08, 2015

Transform Modern Social Service with Customer Communities

By Michelle Brusyo, Senior Product Manager, Oracle Service Cloud

Today’s consumers are more connected to social channels to support their daily lives than ever and they are no longer just looking to brands’ Facebook or Twitter sites directly for service. They are seeking help from their peers for quick and easy answers. Modern consumers are looking for ways to self-serve more often than using any assisted service channel according to Forrester Research. Companies are recognizing this social service trend and are using customer communities as another platform to enable customers to self-serve. In a December 2014 Gartner Research note, Nine CRM Projects to Do Right Now for Customer Service, Michael Maoz, Vice President, Distinguished Analyst writes, “Gartner clients who are successful in this space are still seeing on average a 20% reduction in the creation of support tickets following the introduction of peer-to-peer communities.”

Consumers are increasingly drawn to the customer community support channel because it provides insights and perspectives that add to the information they’re able to gather from company-provided content. By participating in peer-to-peer forums, customers feel empowered to share their experiences, helping others solve problems and make better purchasing decisions. As a channel, Community has become too important to consider separately from the rest of the web service experience.

In looking at social service trends and benefits, it’s important to strategically think about the customer community implementation and planning process. While launching a community can seem daunting, it can be easier if you think about your customer community as a core part of the web self-service experience and build your strategy from that viewpoint. We also recommend that as you get started, you gather internal teams to talk through these top questions that arise when planning for a new or revamped community:

  1. How can we ensure that our community look and feel resonates with customers?
    One of the top reasons we revamped our Community product in August 2015 was to make it easier for companies to quickly stand up a community that shares the same look and feel and uses the same tools as well as resources across the entire Web Service experience. This way, the experience looks the same across all elements of the customer service journey.

  2. How will our customers know about our new community? 
    As a first step towards creating an active community, you’ll need an internal champion. Many companies define a new role of ‘Community Manager’ to take on the responsibility of owning the strategy, promotion and moderation oversight. Once you’ve given ownership of this channel to a champion or team, seed the community with early activity from key customers, industry leaders, expert employees, etc. Promote the community across your web properties as well as organize social media and email marketing campaigns to advertise to your customer base.

  3. How do we approach moderation and agent participation?
    It’s a difficult balance to allow for honest, authentic customer conversations, while still maintaining the ability to guide and moderate that content. Some things that help companies do this well include the creation (and publication) of clear community guidelines so visitors know what type of content is and is not appropriate to post. Moderation strategies work best when the goal is maintaining a safe, friendly and productive environment.

  4. How can we ensure our customers looking for help have easy access to this great peer-generated content?
    This is one area where companies have historically struggled because communities typically exist as a standalone, separate experience. With this approach, customers would need to navigate away from the company’s content in order to access information posted in the community. By thinking of communities differently, combining the community and web self-service experience, companies like Oracle Service Cloud are changing the way customers access community answers from anywhere in their service journey.

  5. How can we use community data and insights to make our customer service experience even better?
    When companies approach communities as an integrated part of a connected, cross-channel service experience, a wealth of new analytics become available. Think about the types of insights you’d like to get from the ways your customers utilize the community as compared to, or in addition to, other channels. This type of data can provide powerful insights about potential knowledge or information gaps as well as customer preferences.

These days, support communities and web self-service really are two sides of the same coin. It no longer makes sense to maintain these customer engagement platforms separately, as the real benefits emerge from the combination of both experiences being available to customers in a seamless fashion. Customer communities will only continue to grow in popularity as the trend of greater reliance on self-service channels continues. If you’re not providing a platform to support the conversations customers want to have with each other, you’ll miss a huge opportunity to guide and participate as well as utilize your customer community as a self-service channel or knowledge source.

Click here to download the full Expert Guide to Powering Modern Customer Communities.

Monday Dec 07, 2015

Connecting Your Business with Oracle CPQ Cloud

Tim Lavers is a CPQ Strategic Account Director with the Oracle CPQ Cloud team. He has over ten years experience of selling into Tier 1 companies and discusses CPQ below:

Throughout my sales career I have been involved in solution selling. This has ultimately involved creating sales bill of materials (BoM) for the customer based on their requirements. This BoM would vary size and complexity depending on the solution required by the customer.  Nearly always the BoM would include a number of different elements, or parts, that combine to form an end product to match the customer’s needs. This becomes part of the “quote” for the customer.

In many organisations the system, or systems, used to produce these quotes are often disconnected with either the sales systems or back office delivery systems. Many companies put their trust in spreadsheets and home grown solutions for this critical activity in the sales process. This can result in a number of issues including incorrect quotes, misunderstanding, in-correct orders, re-work and ultimately, dissatisfaction on the part of the customer.

I was dealing with a large customer recently and they had this exact issue on a global scale. At the last count they had fourteen, yes fourteen, separate systems from lead-to-quote.  The customer had various tools, products and processes (involving complex financial deal calculations and validation) that were very time consuming. Their siloed systems resulted in decreased sales productivity and lacked strategic sales opportunities, which ultimately lost them business.

Oracle worked with the customer and a partner to implement Oracle CPQ Cloud (CPQ), a solution that allowed this customer to automate and accelerate the lead-to-quote process. The need to configure, price and quote is obviously not new but having it fully automated and integrated with other key systems is the key to enabling many businesses to generate more revenue, and to drive productivity and profitability.

The key to success at this organization was to give the sales agent a seamless integrated CPQ solution that meant they felt they were simply using their CRM solution rather than two solutions. By having a seamless integration of Oracle CPQ cloud with their CRM solution the started to see improvements in adoption, consistency and accuracy of their sales organisation. Ultimately this increased the credibility of the sales organisation as a whole and, obviously, helped them hit their targets.

With 50% of deals going to the first vendor to respond (insideSales.com) speed to quote is paramount.  Early CPQ adopters have seen 27% shorter sales cycles (Aberdeen Research) which lead to more quotes being delivered faster and more ultimately more revenue.

This customer saw the following benefits:

  • 2.5 week average quote time reduced to a just a few hours
  • 100% pipeline accuracy across the business
  • Cross and upsell capabilities to maximise revenue
  • Better deal accuracy with built in optimisation calculations leading to larger and more deals

Do you have similar problems

Feel free to look here: Oracle CPQ Cloud for solutions to optimise your sales cycle, Oracle CPQ is native to most major CRM solutions. 


Thursday Dec 03, 2015

Delivering Effortless Knowledge Everywhere

By Jodie Knox, Principal Product Manager, Oracle Service Cloud 

In today’s digital economy, customers want effortless engagements and answers to their questions regardless of how they connect with a brand. The challenge is now there’s a broad mix in how customers want to reach your brand from self-service, voice, email, social media, or even live video chat. Complications come when customers receive different information or customer service experiences depending on the channel they use to contact you. In order to deliver the right knowledge, at the right time, knowledge must be everywhere; it must underpin the entire customer experience. 

In fact, according to Forrester Research's September 2015 report Vendor Landscape: Knowledge Management for Customer Engagement, "Knowledge delivered to the customer or the customer-facing employee at the right time in the customer engagement process is critical to a successful interaction," wrote Kate Leggett, vice president and principal analyst, Forrester Research. "When done correctly, deeper knowledge can be used to personalize an interaction, increase customer satisfaction, reduce call handle time, lead to operational efficiencies, increase customer engagement, and ultimately drive conversion and revenue."

So how do we provide knowledge everywhere? In a way that is consistent, yet easily accessible to customers and agents when and where they need? It all starts with understanding our audience, and delivering consistent answers across all channels and powering knowledge everywhere in the context of their interaction.  For more insights, check out these…

Five Tips for Delivering Customer Knowledge Everywhere

Tip 1 – Create a single knowledge platform and deliver Relevant Answers from all sources

Delivery of consistent answers across all channels requires knowledge to support both customers and agents in a single platform. The use of the term platform is important; understanding you may have multiple repositories, however content should be displayed or delivered in one single view. Ideally customers should be able to see all content related to their question in one single interface, regardless of where the content is actually located. It’s critical to understand that providing customers with relevant answers goes beyond your curated knowledgebase. Knowledge can come in the form of customer community posts, documents such as manuals or technical specs, customer forums, and social sites such as Facebook or Twitter. Enable your customers to find relevant content in one single view regardless of its location. By taking advantage of federated search, organizations can find and display knowledge in one single interface regardless of where it is located, including the knowledgebase, other content stores and social sites.

Tip 2 – Optimize your content

Delivering knowledge everywhere is not only about offering knowledge, but offering the right knowledge at the right time. Optimizing your content is a critical step. Optimizing knowledge starts with thinking about your content in the context of the targeted audience. Knowledge should be written with the voice of the customer in mind - use your customers’ language – not company jargon.  Providing content in the context and language of the customer interaction will ensure customers find the answers they are looking for the first time. Online knowledge should be tailored to customer segments when appropriate; this will not only help to improve self-service success, but will also help improve search results. Additionally, think about utilizing a knowledge search platform that captures learning based on content relevancy and customer interaction to provide your customer with the best possible answer, while simplifying search query. 

Tip 3 – Deliver the Right Knowledge to the Right Audience, in the Right Channel

Delivering knowledge everywhere means extending your knowledge to where your customers want and need it. The modern customer is very mobile; customers are more likely to visit a website via a mobile device as their first option for support. Which means your customers will expect to be able to contact your brand through their mobile device. Putting knowledge in the hands of your customers on their mobile devices is now even more important than ever. Knowledge must be extended beyond self-service pages. Knowledge widgets and REST APIs can be used to embed knowledge where it’s needed – directly in a product, appliance, game console and mobile app. Go beyond self service pages to make knowledge accessible from any device or system your customers may be using when they need information.

Tip 4 – Empower customers

Knowledge everywhere, includes pulling as well as pushing knowledge. Leveraging your customers’ collective knowledge of your product or services can provide substantial benefits. Enable customers to discuss, rate and subscribe to answers within your knowledge. Allowing customers to provide feedback and rate your knowledge will not only help to improve the quality, but it can help to understand the value or gaps in knowledge content. Taking it one step further through customer communities, helps customers become knowledge contributors. Social knowledge learning captures collaborative interactions in the community. Connect stakeholders – such as content authors or community members – who can provide the most relevant and engaging responses. Harnessing learning’s from your community can also help to create dynamic knowledge articles for your customer facing service agents.

Tip 5 – Mind the gap; Continually improve

Knowledge everywhere is only effective if the knowledge you deliver is satisfactory and useful for your customers and agents. Keeping knowledge consistent, current, and effective throughout your organization means you never stop monitoring the quality of your knowledge. Utilize analytics reports to understand which articles have the highest and lowest deflection rate, which answers are being used most frequently, or even which answers aren’t getting viewed at all. Eliminating unused or ineffective answers will help users find the right information more quickly. Identify gaps in knowledge by assessing usage and success rates, and also by looking at customer and agent searches to understand which search queries aren’t yielding results. Once content gaps have been identified, it’s important to prioritize efforts to fill the gaps. Since it’s unlikely your knowledge base will ever be completely free of content gaps you’ll want to continually focus on addressing the highest priority gaps.

When knowledge is enabled everywhere and maintained properly, it can transform the customer experience. An excellent customer service experience means that customers get a satisfactory answer to their questions quickly and effortlessly. 89% of customers surveyed by Accenture[1] said that ‘speed of response / resolution’ was the most important aspect of customer service, regardless of the channel. Empowering your customers and agents to efficiently and easily answer questions with consistency will not only result in greater customer satisfaction, but loyalty!

[1] Accenture 2013 Global Consumer Pulse Survey

Monday Nov 23, 2015

Why Outstanding Service is the ‘New’ Marketing in Today’s Customer Powered Economy

By Jeff Lundal, Group Vice President, Oracle Service Cloud

There are several known pain points keeping today’s Chief Marketing Officers (CMO’s) up at night.  And let’s be honest, the pain points haven’t changed that much over the years.  For instance, how do I quickly and effectively grow customer retention and brand loyalty?  How do I increase brand advocacy?  How do I show my Chief Executive Officer and Chief Financial Officer solid return on investment regarding marketing spend? 

Just as the Head of Customer Care strives to deliver impactful service across new and evolving experience channels with an ever shrinking budget, the CMO must quickly deliver measurable customer and revenue results for minimal marketing spend.

Adding to these traditional complexities, the CMO is now confronted with the rapid evolution of today's empowered consumer. This makes the jobs of current CMOs even more complex as they struggle to determine how best to attract and retain both new and emerging customer personas.  Think about the millennial who is not only proficient at interacting across traditional and new channels, but expects immediate recognition and satisfaction.

So how do CMO’s successfully meet their best customers when and where they reside?  And what if your brand delivers a terrible experience? Rest assured that the rate with which consumers will drop your brand or stop using your product will astound you!  Don’t believe it? Well in fact, 89% of customers have switched brands due to a bad customer experience.1  This is a scary proposition for any organization. Why should CMO’s care about Service?  It comes down to a few key things… 

Service is no longer just a department, it’s an engagement strategy.
If a brand’s online customer service experience is the ‘front door’ to their business, then why is service so often relegated to the back end “complaint” department?  Especially when according to Mike Johnston, from The Chartered Institute of Marketing, research shows that “it can cost up to 30 times as much to get a new customer as it does to keep an existing one. It pays to stay very close to your customers, so you know their exact needs, today and tomorrow. Your aim is to be irreplaceable as their supplier."  For modern brands, relegating the service department to an afterthought is a strategy for disaster. The key to success is a customer engagement strategy that is will set your business apart.  This is a fundamental change and is the starting point for CMO’s looking to differentiate their brand.

Your brand is not defined by your message.  It’s defined by the experiences you deliver.
Millennial buying power is growing rapidly and they are taking full advantage of the varied modern technology landscape including SnapChat, Twitter, and peer communities.  So now more than ever it is not what you, the marketer, are saying about your brand, but what your customers are saying about your brand.  And customer brand advocacy begins with exceptional service, not marketing messages.  Gartner outlines it pretty clearly, “Today's customers own the conversation they are having with your organization. They are more self-reliant and self-sufficient than ever before, wanting to take care of business via their preferred mode of engagement whenever convenient.2

Delivering an impactful personalized service experience in today’s digital landscape is a smarter and more cost effective marketing approach for modern brands.  Something as simple as including personalized chat during the acquisition process can drive a 33% rate in conversion.  In addition, Gartner research shows that over 75% of customers prefer to use self-service and that they expect a self-service option in the different engagement channels.2

Understanding the experience at every brand, customer touch-point is crucial.
No matter how successful a marketing organization you are, if you are losing customers out the back door due to poor experiences your reputation and revenue suffer.  No one within the organization knows customers’ engagement habits, pain points, and moments of delight more than the service team.  They can share valuable insights from across the social, mobile, and web experiences that will inform new, relevant marketing campaigns.  Partnering with service from the beginning also helps to ensure the marketing and service experiences are connected.  Delivering an exceptional, seamless experience from the back end systems directly to your digital front door is crucial.  A unified experience across touch points reduces customer frustration and builds brand loyalty. 

According to Gartner, during the next five years, 25% of leading companies will extend their CRM technology goals by tying together disparate systems in a more holistic approach that pivots around the needs of the customer. For example, the customer service contact center has evolved into a customer engagement center with the goal to support social media, such as Facebook and Twitter, as well as online community activities. Other departments such as marketing, digital commerce and sales will join with IT leaders to develop plans for the CEH. In 2015, only 5% of organizations have the technologies and processes in place to provide a consistent customer experience across departments and channels. The need to support the anytime-anywhere customer (including on mobile devices, smart devices, and in social networks) and heightened business awareness is making this a top issue among customer service managers.3  So imagine the power of teaming with service from the word ‘go’ to deliver an integrated customer engagement.

Whether you are flying on Virgin America or buying a gift at Nordstrom, customers can experience how some marquee brands are delivering on best-in-class service.  There is an undeniable credibility that comes with a great service experience. It also costs companies dearly to regain a customer after they have lost them, more so than it does to keep current customers happy.  So next time you are thinking about how to solve some of these CMO dilemma’s think how to partner with your service organization as a first step to achieving retention, advocacy, and ultimately sales revenue goals. 

ENDNOTES

1 “Global Insights on Succeeding in the Customer Experience Era” Oracle, February 2013
http://www.oracle.com/us/corporate/press/1903222
.

2 Brian Manusama, “Best Practices for Implementing Customer Self-Service” Gartner, September 11, 2015.

3 Michael Maoz and Jenny Sussin, “Hype Cycle for CRM Customer Service and Customer Engagement” Gartner, July 17, 2015.  

Thursday Nov 19, 2015

5 Things the Best Field Service Organizations Do

“Service can be as creative and innovative as engineering.”

That’s what Aly Pinder, Senior Research Analyst at Aberdeen Group, believes. In fact, Pinder says that as product offerings across all industries become more commoditized, service is quickly becoming one of the best ways firms can effectively compete.

Service these days is a broad term that encompasses everything from web and video chat to customer service delivered via our favorite social channels. One critical type of customer service in this competitive landscape is field service – when a mobile employee arrives at a customer’s home or business to deliver a product or service. Having a cutting-edge field service management strategy can be the difference between offering free, same-day delivery and a customer waiting for weeks for their new purchase.

Yet, Pinder’s global research reveals that many organizations struggle to deliver this level of exceptional service, with only a small few that achieve excellence.

This group is considered elite because they take strategic actions driving field service excellence. Today’s best-in-class field service organizations are:

  • Investing in mobile tools to provide technicians with better access to information in the field
  • Actively improving how they forecast and plan for future field service demand
  • Increasing the availability of service knowledge in order to diagnose and resolve service issues more quickly
  • Developing standardized scheduling processes
  • Increasing the frequency of training for field technicians

There’s a clear opportunity for any firm with a field service organization to excel through service if they can adopt these key tenets of modern field service management.

Interested in learning more about how to apply these strategies to become a best-in-class field service organization? Check out this replay of a recent webcast hosted by Aly Pinder and Oracle Service Cloud’s Jeffrey Wartgow – “Modern Field Service Adds Value for Customers” – to learn more about:

  • Top challenges facing field service leaders today – the roadblocks that stand in the way of field service excellence and how to overcome them
  • Goals driving field service transformations
  • Industry shifts keeping field service leaders up at night
  • Characteristics that define field service excellence
  • The profile of the future field worker – and how field service technology is evolving to support this modern mobile employee

Watch the replay of the entire webcast here.

For additional insights from Aly Pinder about the growing role field service employees have in growing brands through exceptional service delivery, read his recent blog post.

Monday Nov 16, 2015

Toshiba Medical Systems Europe Transforms the Customer Experience with Oracle Service Cloud

How does a world leader in medical diagnostic equipment, which provides the most cutting-edge imaging solutions in the industry, raise the bar even higher? By zeroing in on a strategy for ensuring machine uptime and consistently superior customer service, and building a world-class customer service organization to make this vision a reality.

Part of the Toshiba Group, Toshiba Medical Systems is one of the world’s leading providers of medical diagnostic imaging applications and comprehensive medical solutions. As a leader in its space, the company continuously promotes innovation in the industry, incorporating cutting-edge technologies into its medical imaging solutions. The company is also constantly looking for new ways to improve the service it provides to customers across the globe. Toshiba Medical Systems knows that to continue differentiating itself as a leader, it needs to adapt to changing customer expectations, ensuring every service experience is a positive one.

Recognizing the value of service delivery as a competitive differentiator, Toshiba Medical Systems saw an opportunity to leverage the technology to completely transform this part of its business. The company has partnered with Oracle Service Cloud in an initiative to elevate customer experience while streamlining its service operations using its comprehensive solution suite.

“With Oracle Service Cloud we are taking the next step, entering a new era of customer service: delighting our customers with the support we provide and empowering our employees with state-of-the-art applications to do their work,” says Johan Lombaerts, Senior Manager Service, at Toshiba Medical Systems Europe. “In doing so, we strive to strengthen and streamline communication with customers, provide them the ability to choose their preferred communication channel and access self-service tools at their convenience. It is also our goal in this initiative to increase employee satisfaction for back-office staff and field engineers, and improve the accuracy of the data we collect in order to strengthen our analysis capabilities and continue improving.”

Toshiba Medical Systems Europe will deploy the Oracle Service Cloud’s contact center and Oracle policy automation solutions, along with Oracle Field Service Cloud. The company will leverage these solutions together in order to:

  • Streamline communication with customers, routing incoming calls or incidents to 100 agents on the customer’s preferred channel, including phone, chat, SMS, email and an online portal
  • Provide agents with the tools they need to easily determine a customer’s entitlements on their medical equipment
  • Ensure that critical customer and asset data is shared with resources at every step of the service process – contact center representatives, dispatchers, field resources and even supervisors
  • Improve response times when maintenance is required on assets in the field, reduce asset downtime and customer disruption
  • Drive operational efficiencies in the maintenance and repair of its medical devices, improving field engineer productivity while reducing costs associated with travel and overtime
  • Empower over 350 field engineers by providing them with access to relevant knowledge and peer-to-peer collaboration tools in the field via their mobile devices
  • Improve accuracy of the data collected in the field and ensure that it gets recorded and shared across the organization properly

By deploying Oracle Service Cloud cross-channel contact center, policy automation and field service management solutions, Toshiba Medical Systems Europe will completely transform the entire service process – from the time a customer calls into the contact center to report an issue to service fulfillment and data capture in the field, all the way to customer feedback. Toshiba’s customers will have a more positive experience thanks to streamlined communication and more personalized service, and face less disruption in their day-to-day operations due to Toshiba’s ability to respond quickly and resolve issues faster. For Toshiba, more efficient processes, increased engineer productivity and customer satisfaction will translate into a major improvement in the bottom line and drive revenue.

To learn more about Oracle Service Cloud and Oracle Field Service Cloud solutions, and the value they provide to customers across the globe, visit https://www.oracle.com/applications/customer-experience/service/index.html.

About Toshiba Medical Systems Europe
With headquarters in Zoetermeer, The Netherlands, Toshiba Medical Systems Europe (TMSE) markets, sells, distributes and services radiology and cardiovascular systems, including CT, MR, ultrasound, X-ray and cardiovascular equipment, and coordinates clinical diagnostic imaging research for all modalities in Europe. For more information, visit the TMSE website at http://toshiba-medical.eu

About Toshiba Medical Systems Corporation
Toshiba Medical Systems Corporation is a leading worldwide provider of medical diagnostic imaging systems and comprehensive medical solutions, such as CT, X-ray and vascular, ultrasound, nuclear medicine and MRI systems, as well as information systems for medical institutions. Toshiba Medical Systems Corporation has been providing medical products for over 80 years. Toshiba Medical Systems Corporation is a wholly owned subsidiary of Toshiba. Visit Toshiba Medical Systems Corporation’s website at http://www.toshibamedicalsystems.com

Thursday Nov 12, 2015

Oracle Announces Oracle Service Cloud Knowledge Advanced

Oracle Service Cloud Advanced Knowledge Enhancements Help Organizations Reap the Benefits of the Cloud, While Improving Customer Experiences and Reducing Support Costs.

By Nav Chakravarti, Vice President, Product Management, Oracle Knowledge Management

Oracle announces the release of
Oracle Service Cloud Knowledge Advanced. The Knowledge Advanced edition leverages key capabilities from our best-in-class knowledge management solution, Oracle Knowledge Enterprise (formerly InQuira). Oracle Service Cloud Knowledge Advanced brings key capabilities of Oracle Knowledge Enterprise to the cloud, offering our customers a robust set of features and capabilities in the cloud, with simpler administration, and a lower cost of ownership.

Just like Knowledge Foundation, Knowledge Advanced is fully integrated into Oracle Service Cloud, enabling organizations worldwide to effectively create and refine their knowledge assets to deliver a seamless cross-channel customer experience in over 30 languages for both end customers and contact center agents.

Oracle Service Cloud Knowledge Advanced delivers rich capabilities including highly accurate search using natural language processing and self-learning algorithms, flexible authoring and workflow, rich analytics and customizable self-service and agent-facing knowledge applications.

Some other key capabilities of Knowledge Advanced include:

  • Fine grained control over search results with Intents + Industry Dictionaries, Machine Learning and Search Tuning with Impact Analysis
  • Federated search (External Content Crawling (HTTP)) and Deep Search (excerpts from within Documents (word, PDF) )
  • Advanced Authoring with Configurable Answer Templates and Versioning (Version control, Audit, Comparisons)
  • Expanded Language Capabilities with Cross-Lingual Search (search in one language and find answers in other languages) and Full NLP (Natural Language Processing) Dictionaries in over 30 Languages

 

Additionally Knowledge Advanced brings new knowledge functionality within the Agent Desktop and Customer Portal. Several new capabilities have been introduced to Agent Desktop including a quick tool window, favorites, the ability to link and unlink answers, faceted search, and intent based search results. The Intents feature introduced allows agents to quickly find the most relevant answers for common queries. The subscription feature is designed to improve the knowledge experience for agents by tracking changes to their favorite articles.

Knowledge Advanced for Customer Portal also introduces new functionality including a set of new widgets to expose the advanced capabilities. The new design and styling is compliant with Oracle Service Cloud style and allows for greater extensibility.  Intents, allows administrators to tie together requests for information that are not always linguistically connected, to push a specific article or articles to the top of the search results. Answer highlighting enables users to quickly navigate and find answers even when searching within large documents such as PDF files or Word documents.

To learn more about Oracle Service Cloud Knowledge Advanced please read the news release or check out the detailed Oracle Service Cloud Knowledge Advanced data sheet! 

Wednesday Nov 11, 2015

4 Takeaways from Webcast Guest Speaker Kate Leggett: Get Going with Modern Customer Service

Want to Get Going with Modern Customer Service but you don’t know where to start? Here are 4 takeaways from CustomerThink’s webcast with Forrester Analyst Kate Leggett and Oracle CX Strategist JP Saunders.

1. Service is Vital to Customer Experience (CX)

Make service a core part of your CX strategy. Why? Customers have more interactions with your service organization than any other business function. As a result, investing here can lead to dramatic gains in your customers’ overall experience.

2. Omni-channel is an Evolution, Not a Revolution

Modernization doesn’t happen overnight. It occurs in stages where you lay foundational elements like FAQ knowledge to ensure consistent answers across channels. When you take this evolutionary approach, the efficiencies you gain in early stages help pay for future service improvements.

3. Get Going with a Multi-Channel Strategy

To ‘Get Going’ with your multi-channel strategy, you need to invest in three key areas:

  • Empower customers with self-service
  • Provide multiple choices of channels
  • Enable customers to help each other

Empowering customers to find their own answers online is critical because web self-service now surpasses phone as customers’ most preferred support channel. A good self-service strategy not only reduces service volume and costs, it also increases customer satisfaction and loyalty.

Providing multiple channels of choice enables you to serve customers where they are. But you also need to give them the ability to start in one channel (e.g. web self-service) and move to another (e.g. chat or email). To do that, you must connect your service channels and provide answers from one knowledge base.

Enabling customers to help each other in social communities not only gives them another way to find information quickly, it also keeps your content fresh; and boosts buyer confidence as peer-generated content fosters trust. In addition, you deepen customer affinity for your brand.

4. Use the Phone to Build Trust

Once your self-service site is established, you can use the phone channel for more complex inquiries requiring agent assistance. These higher touch interactions provide the kind of personalized guidance that helps strengthen customer relationships and loyalty.

To listen to the full webcast, please click here.

Wednesday Nov 04, 2015

Oracle Announces Knowledge-Centered Support (KCS) v5 Verification

By Nav Chakravarti, Vice President, Product Management, Oracle Knowledge Management

Oracle is pleased to announce the achievement of the latest KCS Verification v5 for Oracle Service Cloud Knowledge Foundation and Oracle Knowledge Enterprise. The Consortium for Service Innovation (CSI) has developed a KCS verification program, which is a formal process for assessing vendor tools and verifying their ability to support KCS practices. By meeting this series of functional criteria and required scenarios developed by CSI KCS experts, Oracle has successfully demonstrated both our cloud and on-premise knowledge products are enabled to support KCS best practices.

What is Knowledge-Centered Support (KCS)?

Knowledge-Centered Support is a proven knowledge management methodology developed for service and support organizations and tested by the members of the not-for-profit Consortium for Service Innovation. KCS is a rich methodology involving a set of practices for creating and maintaining knowledge in a support environment.  KCS Methodology is designed to help support organizations capture and structure knowledge in the context of customer interactions. Results include improvement in organizational efficiency, and higher customer satisfaction

How Does KCS Verification Benefit our Customers?

At Oracle we believe Knowledge Management is essential for delivering an exceptional customer experience, and increasing customer loyalty. In the contact center, access to timely information at the point of need is critical for empowered, efficient agents. On the Web, customers expect to find answers to their questions quickly and easily, when and where they need it. In order to deliver this experience knowledge must be delivered seamlessly, quickly and consistent across all channels.  The KCS methodology coupled with Oracle’s Knowledge Management products can help organizations solve incidents faster, improve time to proficiency and lower agent training costs by building organizational knowledge as a by-product of solving customer issues.

Where Can I Find More Information?

Learn more about Knowledge-Centered Support (KCS)
Learn more about Oracle Service Cloud
Follow Oracle Service Cloud on Twitter: @OracleServCloud 
Watch Video of Oracle Knowledge

KCS Implementation Guides:

Thursday Oct 29, 2015

The Oracle Service Cloud Tour: Exclusive events. Unforgettable experiences.

By Jeff Lundal, Group Vice President, Oracle Service Cloud 

When was the last time you thought, “Wow – that company really treated me like a star?” When was the last time you were blown away by brilliant service – and inspired to better your own? Prepare to make that day now, and make everlasting memories, as we bring our unique roadshow – the Oracle Service Cloud Tour – to your city.

So, why unique? Well, conferences can be great. Keynote speakers are often insightful. Breakout sessions may seem enlightening. But sometimes, the best way to learn is by doing… seeing, feeling and being a part of the action.

The Oracle Service Cloud Tour is less about being instructed by others, and more about enjoying remarkable customer experiences yourself – the Oracle way. It’s about networking with likeminded professionals, and service leaders rubbing shoulders with some of the country’s most renowned celebrities. It’s about dining, spectating and laughing. It’s about being inspired to pass on those once-in-a-lifetime moments to your customers and clients.

Entirely exclusive, and by invitation only, the events hosted throughout the Oracle Service Cloud Tour will be attended by a handful of carefully selected customer service leaders – as well as a different celebrity in each city, from legendary chef and TV personality Ming Tsai in Boston to NFL Pro Joe Montana in Santa Clara and aerobatic pilot Sean Tucker in Washington.

Breaking down the barriers of your standard symposium, the tour’s events will feature no classrooms, no lecture halls and no presentations. Instead, they’ll take place in some of the nation’s most incredible venues – in a relaxed, informal setting – boasting awesome activities and the opportunity for guests to hang out with their heroes.

For further details, and to see which celebrity is appearing in your city, click here.

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Today