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