Thursday Dec 26, 2013

2014 is around the corner – Is your commerce team ready for a new year?

It’s that time of year where you are finalizing budgets, prioritizing initiatives, and are wondering how it is that 2014 is almost here.   Are you proud of what your business accomplished in 2013?  Did you meet your goals?  What are prioritizing in 2014?  And, with your growing “to-do” list, how do you know what you should focus on first?  

Our commerce team works with customers everyday to help them figure out better ways to reach their goals - whether it’s more site traffic, higher AOV, or better conversion rates.  Frequent questions that we get asked include what are we are seeing in the market and what are other companies doing?   To answer questions like these, each year we ask hundreds of B2C and B2B commerce professionals to take our annual commerce trends surveys.  The results from these surveys help us provide insight into how the world of cross-channel commerce is evolving year-over-year. 

If you are interested in taking one of the surveys – here are the links:  

B2C Companies: https://www.surveymonkey.com/s/B2C_Survey_2014
B2B Companies:  https://www.surveymonkey.com/s/B2B_Survey_2014

We will publish the results of these surveys early in 2014 to help you kick-start another exciting year!  

Wednesday Dec 04, 2013

Humanizing the Digital Service Experience by JP Saunders

What if you could take your best Sales Rep, your best Service Rep, and your best Support Rep, fuse them into one person, and assign that person to each of your customers for truly personal service?  Now you can with the Oracle RightNow Virtual Assistant Cloud Service, released in November 2013! The Virtual Assistant provides everything you need to offer your customers the best personalized service during their online experience.

It has…

  • A custom branded face that can be tailored to appeal to your segment.
  • The foresight to know when to engage proactively and when to be on standby ready to assist on request
  • Robust, human-like conversational and language capabilities to truly understand and respond in HUMAN speak
  • Intelligence (with session memory) to remember and predict HUMAN intent (with deep Natural Language Processing)
  • Deep insights, access, and learning through its connectivity to data, channels, and knowledge to personalize the interaction
  • The ability to make related recommendations and offers during transactions to boost sales
  • The ability to know when to hand you off to the right channel (like chat or phone) based on the customer’s value and your agent’s availability

AND … it does all this while hand-holding customers through questions and answers, chats, and forms to ensure they get to resolution.

For more information on how a virtual assistant can help you deliver a radically different level of service to your customers, check out the demonstration of the Oracle RightNow Virtual Assistant Cloud Service.  To learn more about the Oracle RightNow Cloud Service November 2013 release, you can read the Oracle RightNow Cloud Service November 2013 Capabilities & Benefits data sheet or view the Oracle RightNow Cloud Service November 2013 Overview recording.

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