Friday Jun 24, 2016

Pella Teams with Oracle on Customer Service Strategy

Celebrating its 90th anniversary, Pella Corporation, one of North America’s leading manufacturers of windows and doors, continues to innovate its customer service strategy with flexible technology solutions and a holistic, 360-degree view of not only direct customers, but sales branches as well as field service operations. 

Teaming up with Oracle Service Cloud has enabled Pell to deliver consistent, high-quality customer service experiences no matter how they engage – whether through email, phone, chat, social media or even during in-person appointments that happen at customers’ homes or businesses.

Using Oracle Service Cloud, along with Oracle Marketing Cloud and Oracle CRM On Demand Sales, Pella can deploy service agents where demand is growing and empower those agents with access to the entire customer record at the moment the customer calls in, allowing them to view a complete history of products owned, purchased, and serviced. Pella contact center agents and field service technicians now have a unified picture of the company’s interactions with customers, driving satisfaction and loyalty for both customers and employees.  Not only does Pella successfully manage the entire value chain with one central cloud customer service platform, but they also have the tools to measure service performance.

Now, service agents and field techs are solving more service issues on the first call than ever before – service agents may have one 8-minute call, versus two 6-minute calls. Also 75% of the time Pella has been able to solve a particular customer service issue within the first 24 hours of it being reported.

“Having these capabilities provides an experience that our competition can’t deliver,” says Rick Hassman, CIO at Pella.

Hear about Pella’s strategy for keeping up with rising customer expectations and growing communication channels firsthand at the 17th Annual Call Center Week Conference and Expo, June 27-July 1, 2016. Arvin Pleima, Director of Customer Service and Logistics at Pella, will share more on Pella’s success with Oracle Service Cloud in a session, titled “Building a Differentiated Customer Service Strategy and a Unified Contact Center,” at 4:35 p.m. on the 29th.  

Not able to attend the conference? You can learn more about Pella’s customer service strategy and its partnership with Oracle in this Forbes.com article.

Share Pella’s interesting story and upcoming discussion socially:

Tweet This –

The secret to @Pella_News #custserv success? A united #contactcenter & differentiating #CX w/ @OracleServCloud http://ow.ly/zcnW301nsEM 

.@Pella_News to share inside look into #custserv strategy success w/ @OracleServCloud at #CallCenterWeek http://ow.ly/QsDD301nstT #cctr

Facebook Post This –

Pella shares their story on building a differentiated customer service strategy and unified contact center with @Oracle Service Cloud at Call Center Week! Join their session on Weds, June 29th at 4:30 p.m. http://ow.ly/vNGF301nrMZ #callcenterweek #custserv #cctr #CX

Pella celebrates 90th anniversary, and continued customer service innovation! Learn how @Oracle Service Cloud enabled them to unite their contact center and deliver customer service excellence http://ow.ly/8eRf301ns91 #custserv #cctr #CX

Friday Jun 17, 2016

CRM Evolution 2016 Highlights

By Anna Sabryan, product manager, Oracle Service Cloud

The Oracle Service Cloud team just got back from one of the leading customer centric events of the year, CRM Evolution 2016.  It was exciting to hear first hand from the impressive lineup of speakers and global industry experts including Paul Greenberg, The 56 Group, Esteban Kolsky, ThinkJar, Brian Solis, Altimeter Group, and Denis Pombriant, Beagle Research.  Also glean insights from leading Forrester analysts Kate Leggett and Ian Jacobs, on delivering stellar customer service across rapidly evolving touch points.

One of the event highlights was learning from Sentara Healthcare and Meridium about the challenges of delivering modern customer service.  In addition, they provided advice on several contact center engagement topics including navigating the adoption of new service channels, empowering a customer-centric culture across channels, and harnessing omni-channel service to get to the data that matters.

Meridium, a leading provider of Asset Performance Management (APM) software, also stepped on stage to share how they succeeded in delivering positive customer service experiences partnering with Oracle Service Cloud.  Streamlining customer service processes and implementing industry leading tools helped Meridium achieve some outstanding results over the last two years, including significant cost savings, reducing call handling times and much more!


Here are a few impressive results Meridium has achieved:

  • 76% increase in customer satisfaction
  • 76% increase in initial response time
  • 20% increase in self-service deflection
  • 46% increase in case submission savings

For more insights, watch Elena Brown discuss it first hand at CRM Evolution and check out my follow up post on how great service is still the best marketing weapon!

Monday Jun 13, 2016

Using Technology to Deliver Connected Service Experiences

By Shon Wedde, Senior Director, Product Management, Oracle Service Cloud

We live in a time of rapid growth in social media, messaging services, and mobile technology. Our adoption of these technologies has resulted in a consumer-driven transformation in the way businesses engage with consumers. As each technology emerges, businesses have quickly moved to support the demand for new communication channels across their self-service and assisted-service engagement offerings. The next wave of engagement transformation has emerged.

The Internet of Things (IoT) changes everything! That’s a pretty powerful statement, so what does it really mean? Let’s start with the definition. Internet of Things (IoT) generally refers to uniquely identifiable objects and their virtual representations in the connected high-tech world we live in today. It is a general term used in reference to smart-enabled connected products and services that include people, processes, and sensor-enabled machines, all connected to the cloud (a.k.a. the internet). As an example, a common IoT application today is home automation, allowing you to control IoT-enabled home light switches from an app on your phone.

The origins of IoT are found within the operational departments of industries like Manufacturing, Logistics/Transportation, Healthcare, and Utilities, under the label of machine to machine (M2M). The focus of M2M investments was, and still is, on operational efficiency and uptime. M2M investments enable business operators to monitor capital investments in an effort to maximize operational efficiency and reduce downtime. Technology investments fuel additional advancements – most importantly the rapid increase in processing power, an exponential decrease in size, and an increase in low-cost available computing power. The combination of reduced size, lower cost, and increased processing power has fueled rapid expansion of the availability of smart-enabled devices to penetrate many markets. To clarify, these smart devices are not yet IoT-enabled. The one additional component required to spark the explosion of IoT devices is low-cost, reliable connectivity. The growing availability of low-cost, reliable wireless data services has bridged the final gap and enabled connectivity to the cloud. 

Though it’s challenging to predict the IoT growth rate, analyst firms estimate that by 2020, the IoT market could expand to as much as three trillion dollars and as many as 50 billion connected devices. This translates to many devices for every person on the planet!

Today, internet-enabled devices are all around us: in our cars, homes, sports equipment, attached to our bodies, and even ingestible. Wearables, such as fitness-tracking watches, are incorporated into our daily lives and help us track our health goals. Emerging now are context-aware capabilities such as we see in self-driving cars with features like autopilot. With the rapid explosion of IoT-enabled products, I’m often asked, “How does IoT apply to my service organization?” When it comes to IoT, customer service organizations will be expected to solve a customer’s problems through insights gleaned from the device or service with minimal input by the consumer. Through competition from new service offerings, they will quickly move to offer proactive and predictive engagement plans. Consumers will expect businesses to offer such plans when there is an issue, and even resolve the issue, before the consumer is aware. Imagine receiving the following message by phone or email:

“Your lawn mower motor has a problem – this product is under warranty and a replacement motor will ship today. Here is your tracking number and a link to a video explaining the simple steps to install the new motor.”

Now THAT’S service! 

IoT Enabled Service innovation can help your business:

  • Deliver a better customer experience
  • Compete in existing and new markets
  • Offer new services that will delight customers
  • Quickly bring  new capabilities to market
  • Benefit from operational improvements and efficiency
  • Decrease inbound customer support calls
  • Help customers through one-to-one sales and service
  • Align products and services to customer needs

The key to making this happen is connecting all the key components to enable service transformation.

The key transformational elements include:

  • Connect - capture real-time data from self-monitoring devices, processes, and applications
  • Analyze – discover insightful information, and drive next best actions
  • Engage – the right resource, at the right time

To support your goals Oracle can help you:

  • Connect – with Oracle’s IoT cloud service
  • Analyze – leverage business intelligence in the cloud
  • Engage – use Oracle Service Cloud, and where your business has special service delivery needs: policy automation, mobile, and field service

Want to take a deeper dive?  Watch this video or read Mckinsey’s article.

Visit the ‘Learn More’ tab on http://cloud.oracle.com/iot and https://cloud.oracle.com/service-cloud for additional information on IoT and Service Cloud respectively.

Thursday May 26, 2016

ICMI and Gartner Recognize Oracle Service Cloud’s Leading Customers and Solutions

It is always exciting to celebrate our customers’ award winning contact center teams and their approach to delivering innovative service experiences.  Last week the Oracle Service Cloud team was front and center at the ICMI Contact Center Expo in Long Beach to cheer on our customers who were 2016 ICMI Global Contact Center Award recipients. Leading organizations such as Kohl’s (Winner Best Large Contact Center), WageWorks (Runner-Up Best Large Contact Center), and Church Pension Group (Runner-Up Best Small Contact Center) were recognized by ICMI as “pioneers in the contact center industry” and “for leadership, vision, innovation and strategic accomplishments within the customer management industry.”  Congratulations again on being best in class customer care organizations!

(Pictured above Kohl’s and WageWorks Award Winning Customer Care Teams)

Not only are our great customers getting recognized, but Gartner just named Oracle Service Cloud a leader in the 2016 Magic Quadrant for the CRM Customer Engagement Center! We believe Gartner naming Oracle Service Cloud a leader is testament to our stellar customers and how they help guide the development and direction of Oracle Service Cloud. We can’t thank them enough for working with us to build solutions that meet their customer service needs and we are always striving to help them deliver an exceptional customer experience. That is truly the major competitive differentiator in today’s customer powered economy.

Now, even though this sounds slightly nerdy, when you work in an environment that lives and breathes customer experience, being recognized by Gartner as a leading customer engagement solution
again for breadth of cloud customer service functionality including mobile, knowledge, field service, chat, analytics, co-browsing, not to mention good, clear cost of ownership, strong professional services, and enterprise scalability is pretty darn cool!

You can
find out more details about the Customer Engagement Center market by downloading the full analyst report here

We encourage you to check out
Oracle Service Cloud’s product strengths, complimentary built in applications, straightforward set up, pricing and configuration that doesn’t require deep IT involvement or confusing cost of ownership.

The Oracle Service Cloud team works hard to bring solutions to the table that help organizations tackle their most critical customer service challenges.  It is always rewarding to see how these efforts are driving results for our much appreciated (and award winning) customers!

*Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose
.

Friday May 06, 2016

Create Completely Connected Customer Service Experiences with Latest Oracle Field Service Cloud Release

Aligned with Oracle’s focus on enhancing its cloud ecosystem and customer experience (CX) suite, we are excited to have recently announced a comprehensive new release to the Oracle Field Service Cloud solution. This release includes major enhancements designed to help organizations deliver on Oracle’s vision of service for the next generation, improving customer satisfaction and response times, while reducing service delivery costs.

Truly an end-to-end upgrade of the solution, Oracle Field Service Cloud’s latest release demonstrates the company’s continued investment in the solution – formerly the TOA Technologies’ product, prior to its acquisition by Oracle in 2014. Significant enhancements are made in the areas of mobility, ease of use and connecting contact center agents delivering service via phone, email and chat to field technicians providing in-person support.

The latest Oracle Field Service Cloud (OFSC) enhancements include: 

  • Expanded Field Resource Manager – New capabilities enable supervisors in the field to more efficiently manage their teams in real time via a mobile device, empowering the field workforce to quickly respond to changes throughout the day and streamline collaboration.

  • Automated urgent work assignment – OFSC now identifies when urgent work comes in and automatically locates the nearest field resource, suspends that resources current activity and then routes that resource to the job, ensuring the fastest possible response times.

  • Enhanced mapping capabilities – Now leveraging Oracle Maps as the default mapping solution, OFSC offers enhanced geo-coding services. Additionally, users can upload custom map layers in OFSC, and display them simultaneously.

  • New integrations
    • Oracle E-Business Suite: allows a swift, point-to-point integration of the solutions’ job scheduling and inventory tracking capabilities.
    • Oracle Integration Cloud Service (ICS): allows any ICS user the ability to create integrations with Oracle Field Service Cloud quickly through simple configurations.
  • REST-based Core Application Program Interface (API) – Allows simple integration of OFSC activities, resources, inventories and users through REST integration styles.

  • Redesigned Configuration screens and language expansion – Completely redesigned configuration screens allow quick and intuitive navigation. Exportable configuration log tracks configuration changes to improve troubleshooting and give users more control of the solution. And, OFSC is now available in 18 languages, improving the user experience for global customers with multi-national field workforces.

All of the new functionality included in this release will help organizations continue to evolve and improve their field service operations, resulting in a better experience for the end customer and significantly improved efficiencies.

Learn more about the release by downloading the latest Oracle Field Service Cloud release capabilities and benefits data sheet or watch the recent solution Spotlight video.  Also check out what publications like Computer Business Review, InfotechLead and Enterprise Times are saying! 

Tuesday May 03, 2016

Join Service for the Next Generation Webcast

By Stephen Fioretti, Vice President, Product Management, Oracle Service Cloud @sfioretti

Is your ability to become a leader in delivering customer service excellence keeping you up at night, especially as customers' expectations grow and their channel preferences dynamically change? Are you able to ensure you are delivering accurate answers through the web, mobile and contact center?

You are not alone. Digital channels are exploding and web self-service is about to become the single biggest channel for customer service. Not surprisingly, the number of customers engaging with their brand for customer support via their mobile devices is growing exponentially, with some organizations experiencing up to 50-70% of their interactions via mobile devices (Source: Oracle's Oracle Service Cloud customer base). Add digital channels like chat and social, and the task of delivering a consistent, unified experience can seem daunting. As a leader who aspires to deliver world-class customer care, how should you respond?

We asked Gartner, the leading information technology research and advisory firm, and Gogo, the leading provider of inflight internet and entertainment, to join us and discuss trends, insights, and the latest innovations with web and mobile self-service, digital channels like social and chat, and knowledge management. We can help provide the information you need to address this next evolution of customer service.

Tune in to the upcoming webinar on Wednesday, May 4 and get answers. You will learn about:

  • Market trends, pain points and imperatives in the world of customer service
  • How the growth of digital channels and mobile web customer service are crucial for delivering great service experiences
  • What organizations are doing to address the digital channel revolution in their overall customer service strategy
  • How easy-to-find and accurate knowledge management is a critical foundation for delivering customer service
  • How service needs to be consistent, simple, convenient and immediate
  • The impact that IoT (Internet of Things) will have on customer service 

 Jerry Oversen, VP, Global Customer Services at Gogo  Michael Maoz, VP, Distinguished Analyst at Gartner   Stephen Fioretti, VP Product Management at Oracle


Thursday Apr 07, 2016

Convert Omni-Channel Hype into Real Contact Center Success!

Save the date for the upcoming Oracle Service Cloud webinar, April 14th, 2016 at 10 a.m. PT/1 p.m. ET

Omni-channel: Everybody is talking about it, but only a few best-in-class businesses have turned the promise of omni-channel into a profitable reality - earning highly loyal customers, reduced support costs, and growth in revenue. 

Join this upcoming webinar to learn how you too can achieve these results. Aberdeen Group Research Director of Contact Center & Customer Experience, Omer Minkara, and Oracle's Senior Director of Applications Product Management, Chris Hamilton, will show you how to deliver an integrated, omni-chhannel service experience. They’ll also discuss:

  • Why most omni-channel programs fail (and what that costs your company!)
  • What makes a contact center “Best-in-Class”
  • How to align channel-mix and customer preferences
  • Steps you can take to harness the power of omni-channel

You will come away with next steps for advancing your omni-channel strategy!

Register Now

Wednesday Mar 09, 2016

Five Reasons to Attend Oracle’s Modern Service Experience 2016

Oracle’s Modern Service Experience 2016 is again lighting up fabulous Las Vegas April 26-28, and we’re betting this will be our best event yet. From the speaker lineup and session catalog to the networking experiences and Customer Appreciation Event, we’re going “all in,” and we hope you’ll join us. Here are five reasons you should head to Las Vegas this April for the Modern Service Experience:

1. In-Depth Service Content

The Modern Service Experience features more than 40 sessions led by customer service experts, analysts, and top brands. Through the keynotes, general sessions and breakouts, you’ll hear about current and future trends in customer service and will walk away inspired and ready to turn your insights into actions. Take a look at the just-launched conference program to see the impressive speaker lineup.

The conference program features content for everyone regardless of your role. Attend sessions in the following tracks:

  • Cross-Channel Contact Center
  • Executive
  • Field Service Management
  • Industry
  • Knowledge
  • Oracle Policy Management
  • Platform
  • Web Customer Service
  • Customer Experience

In addition, you’ll hear about Oracle Service Cloud’s vision and product roadmap. Within the breakouts, you’ll learn about new product functionality and how to get the most out of your implementation. In the expo hall, you’ll have the opportunity to participate in interactive demos.

2. One-of-a-Kind Networking

In addition to hearing best practices and soaking up insights from session and keynote speakers, some of the best information you’ll gather at the Modern Service Experience will come from your peers. Customer service leaders from some of the world’s top brands are attending the Modern Service Experience. The conference provides many opportunities to network with peers as well as Oracle product experts, sales, executives, and partners.

Before you head to Las Vegas, see who else is attending and start broadening your network through social media. Use the hashtag #ServiceX16, and join the conversation.

3. Thought Leaders & Inspiring Speakers

Attend the Modern Service Experience to hear from some of the leading minds in modern customer service. The featured speaker lineup includes:

  • Mark Hurd, CEO, Oracle
  • Jean-Claude Porretti, Customer Care Worldwide Manager, Peugeot Citroën
  • Scott McBain, Manager, Application Development, Overhead Door Corporation
  • Sara Knetzger, Applications Administrator, Corporate Applications, WageWorks
  • Ian Jacobs, Senior Analyst Serving Application Development & Delivery Professionals, Forrester Research
  • Kate Leggett, VP, Principal Analyst Serving Application Development & Delivery Professionals, Forrester Research
  • Ray Wang, Principal Analyst, Founder, and Chairman, Constellation Research, Inc.
  • Denis Pombriant, founder, managing principal, Beagle Research
4. More Opportunities for Increasing Your Knowledge

First, take advantage of our pre-conference workshops. You’ll probably have to roll the dice to decide which of the three you’ll attend: Get Prepared for the Knowledge-Centered Support (KCS) Practices v5 Certification, Head off to the Races with Agent Desktop Automation, and Step off the Beaten Path with Oracle Service Cloud Reporting.

Next, schedule time with an Oracle Service Cloud mastermind and get answers to your burning questions as part of the Ask the Experts program (sponsored by Oracle Gold Partner Helix).

Last, connect with your peers during lunch and participate in our birds of a feather program around popular topics.

5. Celebrate with Your Fellow Customers

To show our appreciation for our customers, we’re hosting a night of food, drinks, and amazing entertainment. Goo Goo Dolls will play a private concert for attendees at the MGM Grand Arena on Wednesday evening. The Oracle Customer Appreciation Event rarely disappoints—don’t miss it. 

Finally, at 1 p.m. on Thursday April 26, during our annual awards ceremony, we’ll recognize leading organizations and individuals in the customer service space, highlighting their impressive stories about innovation and differentiation. Guaranteed, you’ll leave motivated and energized.

What did last year’s customers have to say?

"Oracle Modern Service Experience 2015 was a top-notch event that provided me with the opportunity to learn about new Oracle Service Cloud capabilities and connected me with federal and private sector peers who have since influenced my direction as the Air Force Reserve's Chief Digital Officer, enabling me to drive the organization to a new level of innovation and efficiency this past year."

 – Lt Col Michael Ortiz, HQ Air Reserve Personnel Center

"The Modern Service Experience is a must for customers looking to maximize their effectiveness with Oracle Service Cloud."

 – Michael Morris, Match.com

See you in Las Vegas!

EXCITING UPDATE: We’ve extended the Early Bird Rate for Modern Service Experience. Take advantage of $200 off the conference price by registering before March 20.

Monday Mar 07, 2016

Bridging the Gap Between Mobile and Customer Service

By Daniel Foppen, Senior Principal Product Manager, Oracle Service Cloud

Twenty years ago, mobile devices were just getting started.  In fact, back in 1995 only one percent of the population had access to a mobile device. Today, there are over 5.2 billion mobile phone users comprising 73% of the global population.  Mobile devices now have an impact on just about every part of our daily lives – from communication and social interaction to mobile commerce.  To say that mobile is a trend is an understatement.  The rise of mobile is fundamentally changing the way we interact – and is spawning a whole new generation of technology, applications and businesses.  Particularly within the service space, mobile is not only pushing how organizations should assess evolving customer engagement, but how best to tackle mobilizing the modern customer service organization. 

We see a trend in business software that is focused around the mobile experience, in which employees across the enterprise use software for a wide variety of functions including customer service, sales force automation, collaboration and communication, all while on the move, using their phones and tablets. There is great value in terms of agility, productivity and employee experience to increase your organization’s mobility.  Yet, we would encourage you to not translate this into, "we need a mobile app or responsive user interface for all of our software."

There are use cases in which it makes sense, and there are use cases in which it clearly doesn’t. A customer service representative (CSR) working for a large B2C contact center, handling complex cases from many different channels, has a need for a highly productive work environment.  It just doesn't make sense to try to make that CSR handle these cases on a mobile phone or tablet.  A sales representative on the road, or a field service representative however, is on the move every day. In both scenarios, a mobile experience makes perfect sense.

To Mobile, Or Not To Mobile (That’s The Question)

Before jumping into relevant use cases, it is helpful to clarify a common misconception about mobile: Mobile isn't just about mobile phones.

A lot of investments have gone into making specific applications for specific types of devices, e.g. a desktop application, a mobile application or a tablet application. Yet, it becomes less and less important to talk about device-specific software, as the lines between these categories are blurring.  Mobile is about understanding specific tasks and use-cases, providing the tools that make the greatest impact, and making sure these different tools are consistent and connected. Let’s review some use cases within different areas of customer service…

Mobile Scenarios in Customer Service

Agents working in multi-channel contact centers spend the majority of their day solving cases coming in from a range of different channels. They need an interface in which productivity is key. They need all the context and data available to solve the customer issue as efficiently as possible. They need a unified desktop, integrated with sensitive data from back-end systems through behind-the-firewall integration. Also, they are likely using two or three big monitors (flanked by yellow post-it notes and cute pictures of kids and dogs). Clearly this is not a great use case for mobile.

However, when you think about supervisors and managers that walk around the contact center, mobile access could be of great value.  Still, mobile access doesn't necessarily mean this persona would access the system through a mobile phone. Supervisors and managers may want to monitor their operations, yet get deeper into cases when needed. Access through a tablet would probably make most sense.

Similarly, when customer service is decentralized and service is delivered via face-to-face support in stores, at airports, front-desks, branches, etc. users will occasionally need to review cases, update contact information and access customer product information. They will need easy access to this information on a computer, laptop or tablet outside the contact center in order to deliver a connected customer experience.

Uberization Of Field Service

When determining where to apply a mobile experience, it might be easy to overlook some of the most obvious use cases. Let’s explore the ultimate mobile use case: field service.  Advancements in mobile technology have not just changed how field service representatives engage with a device, but also the type of work they perform, as well as how they manage their day.

Today, customers expect every service agent they engage with to solve all of their problems. For field service, this means that the customer expects a field representative to understand everything that has occurred in the service journey before arriving onsite for a job.  In addition, the customer expects the field representative to have the same abilities and tools as every other person on the customer service organization. The result is that all of these new tasks need a mobile interface that can quickly be accessed by a field service representative. 

Furthermore, advancements in mobile technologies are allowing a complete shift in how field organizations are structured and managed. Mobile technology and the sharing economy are now allowing for non-centralized field service organizations. This is a trend we refer to as the “Uberization” of field service, which means that through mobile access and automation, the field can dispatch their own work, create their own schedules, and make adjustments as the day changes, all while operating at an optimal level.

Complex Service On The Move

Another great example where we see mobility is around complex rule or policy processes, such as immigration cases. Typically officials assess such cases from their office desks, using lengthy forms and rubber stamps, with long queues of applicants waiting outside. Now, with greater numbers of refugees entering Europe, we see mobile solutions that equip officials outside of their offices. This is where the refugees are arriving, and officials are now able conduct the assessment on-the-spot with a tablet app and simple interview screens to determine the appropriate asylum status. Mobile decisioning is providing better agility by enabling consistent service regardless of device or channel.

Don’t Forget Your Customers

25% of our customers’ customers already use a mobile device to navigate to your support portal. Is your website prepared for that? Using responsive design you can ensure the support section on your website is presented in the optimal way for each type of screen. Also make sure your knowledge articles are structured in a way the content can be easily consumed on a smaller screen.  In addition to self-service and knowledge we would also recommend looking at mobile use cases for assisted service experiences. For instance, with in-app mobile co-browse, live chat over mobile phones, as well as video chat.

Mobile is undoubtedly changing both our personal and professional lives. Customer service organizations should decide on a strategy to bridge the gap between mobile and customer service. This requires a strategic review of value drivers, combined with a tactical search for relevant use cases.

Don’t fall in the “we need an app for everything” trap – some users need big screens, some users don’t.  Investigate how to use mobile technologies to change your field technicians into versatile brand ambassadors, and explore opportunities to increase agility and mobility by bringing complex policy and rule processes to a mobile environment.  Finally, consumers will ever more use their mobile devices to contact you, so your website and contact centers need to be ready for this new reality.

Tuesday Feb 09, 2016

Forrester Names Oracle a ‘Leader’ in Customer Service Solutions for Midsize Teams and Enterprise Organizations

By Christine Randle, Analyst Relations, Oracle Service Cloud 

By now you probably understand the importance of delivering exceptional customer service. You get why it’s important. You appreciate that customer service is the platform from which excellent customer experiences emerge. You’ve read the research and know that, according to Forrester Research, a full 39% of customers will tell friends and family about their negative experiences[1]. Data points like this one are powerful, yet leave you stuck wondering, “Where do I start?”

Well, take heart in the fact that you’re not alone. This is complicated, right? We live in an always-on, omnichannel world, where instant gratification isn’t just a request, it’s a demand. You know that your company must rise to the effortless customer service challenge or become a relic of the past.

Don’t despair, because there’s good news! Leading industry analyst firm Forrester Research, recently published two Waves:  The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015 and The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015. And the good news doesn’t stop there. Oracle Service Cloud is a Leader in BOTH the midsize and the enterprise Waves.

Oracle Service Cloud had the highest current offering category scores in the Enterprise Wave and Midsize Wave reports, and was noted among vendors that “deliver high-volume omnichannel service” and “have a foundational layer of knowledge management to deliver channel-specific answers to customer inquiries.”  Both reports recognized how, "Oracle Service Cloud delivers heavy-duty support for B2C enterprises. Oracle Service Cloud provides a flexible, easily configurable customer service solution that excels at delivering consistent cross-channel customer service experiences. The SaaS-based solution sports very strong omnichannel capabilities: cobrowse … multichannel reporting, chat, email response management, social customer service, and knowledge management. Customers use it as an enterprise wide solution, as a standalone solution for digital channels, or to extend the digital capabilities of an on-premises solution.”

I believe that these reports will help you decide what your business needs, and which vendors are best suited, to help your company become a customer service success story.

Organizations both large and not so large rely on Oracle Service Cloud to help deliver effortless customer service experiences (check out recent Forbes profiles of All Nippon Airways, Pella). Oh, and did I mention that great customer service is at the heart of award winning customer experiences? 

Hey, don’t take my word for it. Read the research and then let us know how we can help your business thrive in today’s “I want it now!” world.

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