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...
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...
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...
By David Fulton, Director Product Management, Oracle Service Cloud Video Chat has become an important topic of discussion recently with our customers,...
By David Fulton, Director Product Management, Oracle Service Cloud Video Chat has become an important topic of discussion recently with our customers, particularly given innovations in the service space, largely as a result of the ongoing consumerization of IT. Video chatting went mainstream in 2013 when Amazon launched a multimedia support experience – Mayday - on their Kindle Fire devices. Since then we’ve spoken with contact center leaders from companies all over the...
By David Fulton, Director Product Management, Oracle Service Cloud Video Chat has become an important topic of discussion recently with our customers, particularly given innovations in the service...
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...
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...
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...
Meet 2016 Oracle Service Cloud Community-All Star Pramod Vasudeva Murthy and all the places Oracle Service Cloud has taken him in his career!
Check out why youabsolutely cannot miss this year’s Oracle OpenWorld event. Get the Keys to Drive Servicefor the Next GenerationThere’s been a lot of talk in...
Check out why youabsolutely cannot miss this year’s Oracle OpenWorld event. Get the Keys to Drive Servicefor the Next GenerationThere’s been a lot of talk in the customer service space around“Service for the Next Generation” – but, what does it mean and what is theroadmapto success? Join Jeff Wartgow, Product Management, Oracle Service Cloud, ashe outlines the modern customer journey. See what the future of customer service looks like, including the growthof organic channels,...
Check out why youabsolutely cannot miss this year’s Oracle OpenWorld event. Get the Keys to Drive Servicefor the Next GenerationThere’s been a lot of talk in the customer service space around“Service...
By Michelle Brusyo, Senior Product Manager, Oracle Service CloudMobile applications are a great way to create an optimal brand experience for customers who...
By Michelle Brusyo, Senior Product Manager, Oracle Service CloudMobile applications are a great way to create an optimal brand experience for customers who prefer to do business from their phones or tablets. But what happens when they have questions or need help while using your app? Depending on the device, screen size, resolution, region, app version (or dozens of other factors), your app may appear or function differently from customer-to-customer. Coupled with the fast...
By Michelle Brusyo, Senior Product Manager, Oracle Service CloudMobile applications are a great way to create an optimal brand experience for customers who prefer to do business from their phones or...
Meet 2016 Oracle Service Cloud Community All-Star Scott Harwell and his journey and advice around Oracle Service Cloud.
By Cyrille Geeratz – Account Director, TMSE and Oracle (Field) Service Cloud @CyrilleGeeratz Imagine a young couple eagerly going to the hospital to havetheir...
By Cyrille Geeratz – Account Director, TMSE and Oracle (Field) Service Cloud @CyrilleGeeratz Imagine a young couple eagerly going to the hospital to havetheir first-ever ultrasound scan. They are very anxious to finally see the newlife they’re bearing and hear its heartbeat for the first time. But, they arealso a bit nervous since they want to be sure that all vitals are good. Andthen imagine the deception and anxiety when they arrive to the hospital, onlyto hear the...
By Cyrille Geeratz – Account Director, TMSE and Oracle (Field) Service Cloud @CyrilleGeeratz Imagine a young couple eagerly going to the hospital to havetheir first-ever ultrasound scan. They are very...
Learn how Julie Cross redesigned their agent workspace in Oracle Service Cloud and how she was able to prove the ROI of investing in a better agent experience.
