Thursday Jan 21, 2016

Expected vs. Experimental Customer Service Channels in 2016: Part II

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

Recently we provided an overview of the distinctions between expected and experimental service channels as well as a framework for evaluating experimental service channels heading into the new year. Now we dive into specific channels to explore in 2016!  2016 is shaping up to be a year of the platform-messenger-platforms.  You may be wondering what I mean by a ‘platform-messenger-platform’? Let me explain…

More than likely, you have heard about messenger platforms by now. WhatsApp is used daily by nearly a billion folks globally to send text messages, videos, pictures, and emojiis to individuals or groups. Facebook Messenger has 700 million active users and WeChat has 650 million active users (largely in China). Just these three messenger platforms have 2.3 billion active users. That sheer scale is mind-blowing, but these three are followed by other messenger applications such as Viber (250M active users), Line (200M active users), and SnapChat (100M active users).

Often customers ask me where we see the market heading and which channels will be important. Yet, we all have to acknowledge that it is difficult to accurately predict the future as we live in a very dynamic world. However, do not despair; I do have a hunch about what will happen this year with messenger platforms… Ready for it?  At least two of the three big messenger platforms will become Platform-Messenger-Platforms!  Now that we have the big bold prediction off my list, let’s go a bit deeper.

The three channels I am observing with greatest interest now are WhatsApp, WeChat and Facebook Messenger. I expect that in 2016 we will experience a change from these just being messenger apps to these becoming full-fledged platforms.

WhatsApp is huge! It has over 900 million active users.  When there is such a large part of the population using that platform extensively day in, day out - it is only logical to see interest in using WhatsApp as a service channel. Why not? It makes perfect sense to open up a mobile chat thread with a customer service agent around a certain issue and find that conversation still open the next time you have a problem. Great customer experience, great agent experience, right?

The trouble is that I see virtually no businesses offering WhatsApp as a viable engagement channel yet. I believe the reason is simple: the owner of WhatsApp does not want it to become an engagement or service channel. When businesses use WhatsApp to broadcast messages to a group, the account is blocked. There are limits in the max number of incoming messages – anecdotally found to be around a couple of thousand incoming messages per minute. WhatsApp does not have a public API and there is no technical documentation, no API limits, nor SLAs. While Twitter documents its API thoroughly, WhatsApp does not provide any documentation. To me this raised questions about the viability of WhatsApp as a Service Channel. For example, when you post a comment on Pinterest on a company’s board, you do not necessarily expect a reaction from the company. However, when you ask a company a question over WhatsApp (or SMS, or email, or live chat for that matter) you do expect an answer. It is difficult to meet these expectations if you cannot rely on the WhatsApp platform to give answers to your customers.

WeChat is a different story. With currently 650 Million active users, it is slightly smaller than Facebook Messenger is. It is primarily used in China, but expanding into other Asian markets. The reason I am looking at WeChat, is that I believe we can learn a lot from how WeChat is used today and apply that to forecast how Facebook Messenger will expand its scope in 2016.

WeChat is tremendously popular in China. In China’s  large cities it has a penetration rate of 90% and is rapidly transforming a very large share of the society’s communication habits. I am a WhatsApp user, but I see it as a messenger platform. I use it to send messages to family, colleagues, friends and a few groups.  Sometimes we share pictures and videos, but that is where it ends.

If we look at WeChat, at first glance, it pretty much does the same thing as WhatsApp. However when you look further you see a whole range of other applications that are provided within the WeChat platform. Recently someone working at a large consumer brand showed me on his iPhone how they are offering customer service in China using WeChat. At first sight, just opening a conversation with the brand seemed rather familiar, but when you are also presented with a range of menu options related to that brand conversation, it became clear it was much more than a messenger thread. Customers can open a mini e-commerce section within the WeChat thread where they can buy products and pay for the goods using the WeChat payment service. Users get targeted offers within their conversation.  They can play branded games inside WeChat. They can get routed to technical support within WeChat, etc.

When you look at it from that way, it becomes obvious that when a messenger platform starts including marketing capabilities, e-commerce shops, customer service capabilities and PayPal-like services, we can hardly call it just a messenger platform anymore. According to this article, services like ordering (and paying for) taxis, collaboration tools, banking, crowdfunding, dating and job boards are also part of the WeChat platform. When a messenger platform becomes so broad in scope that it becomes a little internet within a messenger app, I believe it becomes a Platform-Messenger-Platform; a whole platform within a messenger platform.

Moving to Facebook Messenger. Now Facebook Messenger is a core component of the wider Facebook platform. Where in the past public messaging on friends’ timelines was the norm, people apparently have started to become more sensitive and privacy aware, and sending private messages through messenger is gaining popularity. The fact that using Facebook Messenger within the Facebook app is not possible anymore (you have to download the separate messenger app) shows that Facebook is driving users to the messenger app. Voice calling has been added to it recently. In the United States, a payment service has been added and businesses are encouraged to start delivering customer service through Messenger. As well, Facebook has made good SDKs and documentation for the Messenger Platform available for developers.

I believe that when looking at how WeChat is increasingly becoming a platform, we can only expect that Facebook Messenger will be broadening its scope similarly in 2016 and become a fully-fledged platform within the messenger app.

What that means for customer service professionals is an interesting question:

  • What does it mean to have zero control over the engagement channel you choose to add to your multi-channel strategy?
  • How do you make sure that these conversations are connected to your broader customer record and interaction history from other channels?
  • How will these changes effect customer service engagements?
  • By when will customers interact with your brand (view and evaluate products, buy them, get support for them, recommend them) solely through platforms like Facebook, WeChat, WhatsApp, etc.?
  • Will you even need a website, email and telephone channel by then?

These are interesting questions to ponder.  Let us know your thoughts to continue this conversation in the New Year!

Wednesday Jan 13, 2016

Save $500 on Modern Service Experience 2016 in Las Vegas

By Lauren McKay, Social Media Manager, Oracle Global Events

Oracle’s flagship customer service event returns to Las Vegas, April 26-28, 2016. Attend Modern Service Experience, presented by Oracle, to participate in hands-on workshops, see product demonstrations, and network during interactive breakouts that will showcase best practices to help turn your customers into brand advocates.

Register by Sunday, January 17 to take advantage of the lowest conference price.  On Monday, the conference price increases $500, so be sure to take advantage of incredible savings while they last. Need to justify the expense to your management?  Download the Justification Email, tailor it to fit your needs, and send it on for approval.

Why should you attend Modern Service Experience?

Outstanding service is the number one reason customers recommend a business. Are you doing everything in your power to differentiate your brand? Customers now expect unified web, social, and contact-center experiences. Are you keeping up?

Attend Modern Service Experience to:

  • Hear how Oracle Service Cloud customers deliver consistent, positive customer service across channels including the web, live chat, co-browse, social, and phone.
  • Discover how to provide personalized, reliable, and adaptive service, delivering the right answers at the right time.
  • Learn about the latest that Oracle Service Cloud offers and how integration with sales, marketing, and commerce applications can help differentiate your brand with modern customer service.

In addition to rich customer service content, you’ll have the chance to hear thought-provoking keynote speakers and hear the about Oracle’s direction from leading Oracle executives.

Bring your colleagues! Modern Service Experience is being co-located with 3 other conferences: Modern Marketing Experience, Modern Commerce Experience, & Modern Sales Experience. Invite your peers in Marketing, Commerce or Sales to join you and save even more with our group registration pricing.

For more information on the event, visit the Modern Service Experience website, and be sure to join the conversation on Twitter, #ServiceX16.

PS: Did you attend Modern Service Experience in 2015? Then, you’re eligible for a special alumni discount. Use code Alum15 when registering to save even more on registration.

Tuesday Jan 05, 2016

Expected vs. Experimental Customer Service Channels in 2016: Part I

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

Few would disagree that in the last decade we’ve seen an explosion of new communication channels and are facing a dizzying array of modern channels consumers use to interact with organizations.  In addition, how to deal with this tremendous increase is as much a challenge for marketing as it is for customer service departments. Customers do not simply have one channel they always use. They have a range they use depending on the circumstances. Some of these channels are expected, while others are experimental channels.

Expected channels, are channels customers expect to have available for them. It is implicitly understood that these are reliable and customers can count on them when the situation requires it. They expect to get a timely, accurate response to their inquiries. Typical examples of such channels are phone, email, live chat, etc.

Experimental channels are – as the name implies – less robust and reliable. They can be experimental for different reasons; e.g. because it’s a new platform increasingly used by consumers to interact with each other, because availability is out of control of the organization, because the organization’s structure and processes are not ready to support this channel, and so forth. Typical examples are video chat, WhatsApp, Instagram, Pinterest, etc.

Some experimental channels mature over time and become expected, established service channels (i.e. Twitter and Facebook). Other channels fade away, for example Orkut or MSN Messenger.

Clearly, there is a risk associated with investing in experimental channels. In addition, it is not always easy for organizations to decide on the right balance of expected vs. experimental channels. So how does a business decide whether, when and how to add experimental service channels to the mix? We would encourage asking the below questions before making any decisions…

1. Where is the channel on the Hype cycle?

New technologies typically go through an initial hype phase. When considering channels, it is important to consider where the channel currently is on the ‘Hype’ cycle.  If it is too early, expect a decrease, slow growth or steady decline to occur. Vetted, strong channels will gradually emerge, grow and become mature with a bit more time.

2. Can this channel be embedded into a multi-channel service strategy?

Adding an experimental channel as a silo-ed stand-alone channel can be easy. However, it is important to be able to embed new channels as part of a multi-channel strategy. Consider how to give agents access to a unified, connected interface where they can interact with customers in this channel, but at the same time have context around who the customer is, what their purchased products are, what previous interactions they have had, etc.

Similarly, also ask how to store the conversation thread from this channel so that the next time the agent uses an expected channel like email, phone or chat, the context of the interaction in the new channel is made available for agents. In addition, consider how to establish service levels for this channel. Is it possible to design service processes and workflows for inquiries coming in through this channel?

3. Can this experimental channel actually become an expected channel?

With many experimental channels, there is little control early on, but some channels are easier to adopt. Twitter for example has clearly indicated that they encourage using their channel for delivering customer service. Their Public APIs are robust and well documented. Many software vendors have integrated Twitter with their software. Public APIs are not always the case, so this is definitely something to analyze.

Now that we have provided an overview of the distinctions between expected and experimental channels as well as a framework for evaluation for experimental service channels. Look out for Part II, where we dive into specific channels to explore in 2016! 

Monday Dec 21, 2015

Six Tech Trends That Will Affect Field Service in 2016

Year-end predictions may not always end up ringing true, but as we wrap up 2015 it’s worth taking a few moments to discuss how technology trends will continue to impact field service in the year to come. Some of these will look familiar – while others will be new or sound far-fetched – but it will be interesting to see how these play out over the next 12 months. It’s also a good time for field service organizations to take stock of where they stand technologically and how they’re prepared to meet the next generation of field service.


Service expectations are shaped by technology

The customer experience continues to be the linchpin of differentiation among price-competitive industries. Technology is a main driver of what customers expect in terms of service, and nowhere is this more evident than field service, the most personal of all customer interactions. Look for a constant focus on mobility as both consumers and field service organizations continue to migrate away from the desktop.


Internet of Things and Big Data get strategic

We’ve been talking about these two for a while now, and they’ll continue to be top of mind as businesses learn how to harness the power of both. IoT has matured from devices that merely connect or identify themselves to devices that can meaningfully engage and add value to business processes. Big Data will evolve, too, as a vital part of a holistic field service strategy. It’s the difference between saying “I’m here,” “I’m here, and this is how I can help,” and “I’m probably going to need to go there soon.” A lot of Big Data’s value to field service involves predicting the need for a field service visit before a problem even occurs.


Wearables finally happen (with an assist)

We’ve been waiting for wearables to prove their usefulness in field service, and it looks like a strategic partnership with augmented reality and video technology might be the answer. Paired with these technologies, smart glasses could be used to assist techs with complicated diagnostics or repairs, new processes, and even enhance safety by providing warnings or recall information.


Self-driving cars…sort of

Self-driving cars are having a moment, and while we can’t ignore it, we’re not ready to say that field service will be an early adopter. However, many of the on-board technologies that are already in use today – collision avoidance and maintenance alerts, for instance – could have significant impact on fleet management costs, with significant savings on insurance, maintenance and replacement. As organizations with large fleets upgrade their vehicles, look for these technologies to become part and parcel of field service’s day-to-day.


3D printing

With arts organizations, public libraries and products like Glowforge putting 3D printing within reach of more people, it’s all but inevitable that field service will find a way to leverage the technology – for instance, enabling a field technician to print a necessary part onsite rather than having to leave and come back or reschedule the appointment. The ability to print parts will also have impact on how businesses handle inventory, so it will be interesting to see how field service technology software responds to the opportunity of 3D printing.


Field employees become all knowing

Perhaps that’s overstating things a bit, but as businesses look for ways to differentiate through service, field technicians will be empowered to do more than just fix, deliver or install. Because mobile employees are often the only company representatives that customers meet in person, they will naturally get questions and requests outside the scope of the original task. With access to real-time information and knowledge repositories at their fingertips, field employees will continue to be on the front lines of the customer experience. And, as field service organizations begin to leverage some of the tech tools mentioned here, mobile employees will need be more tech-savvy in order to understand and perhaps troubleshoot the high-tech devices they’ll come to rely on. With tools like IoT, near-field communication, wearables and more in play, employees must have a comfort level beyond that of just a user.


Read more about how tech trends are set to impact field service in 2016 and beyond on the Oracle Customer Experience blog: “The Top Tech Trends Impacting the Future of Field Service Management” by Stephen Fioretti and “The Internet of Things is Here – Is Your Field Service Organization Ready?” by Christine Friscic.


Thursday Dec 10, 2015

The Internet of Things is Here – is Your Field Service Organization Ready?

With billions of devices and sensors already connected, and that number increasing daily, it’s safe to say that the Internet of Things is disrupting life as we know it. Think about it – our every step is tracked via wearable fitness trackers. A smart thermostat can automatically adjust heating and cooling to optimize energy efficiency. Traffic patterns influence the way a smart traffic signal operates throughout the day. And, much like in our daily lives as consumers, the Internet of Things offers new opportunities for organizations across all industries. For organizations that provide services in the field – whether at a customer’s home or business – these opportunities can lead to significant boosts in operational efficiency and new levels of customer engagement and satisfaction.

By leveraging data constantly collected from connected devices and sensors, these organizations can better predict when services will be required and eventually, shift to a more proactive maintenance and repair model. This will not only reduce asset downtime and allow organizations to be more efficient in their field service planning, it will positively impact customer relationships. Imagine: before you even realize your air conditioner is broken, a field service technician is knocking on your front door to fix it. Or better yet, imagine that before the air conditioner ever even had an issue, the manufacturer predicted a problem and dispatched a field service technician to prevent any downtime at all.

Your field service organization can achieve smarter, streamlined field operations thanks to IoT, but you must start developing your IoT strategy today. Ready to get started? Check out our guide, Three Things That Your Field Service Organization Needs to Know About the Internet of Things (IoT), which outlines the top things you’ll need to know in order to start implementing a successful IoT strategy today. Download it here.

And, for more information on modern field service management with Oracle Field Service Cloud, visit www.oracle.com/goto/field-service.

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 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:

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