Today’s customer service is fraught with challenges. It’s often a reactive, one-size-fits-all offering that prioritizes operational efficiency over great customer experience. But today’s customers expect more. They want access to knowledgeable customer service via a variety of channels precisely when they need it—if not before.
Successfully implementing a digital-first strategy that enables predictive, unique, hyper-convenient customer service requires a truly holistic view of the customer. Service agents need access to a wide range of customer information to do their jobs effectively, but creating and accessing a complete view of the customer has been a persistent challenge.
Many businesses have tried to resolve the data gap through a patchwork of direct integrations with data warehouses, business intelligence platforms, data lakes, and other systems, but giving agents a 360˚ view of the customer was notoriously difficult—until now.
We’re excited to share a new integration between Oracle Unity Customer Data Platform and Oracle B2C Service that allows your service organization to leverage insightful customer intelligence to effectively and efficiently offer the high-quality service your customers crave.
Oracle Unity is an enterprise customer data platform (CDP) that ingests data from a wide variety of sources, such as marketing touchpoints, point-of-sale, ERP systems, and customer service interactions, to name a few.
It then cleans, de-duplicates, and consolidates that data into a single, dynamic customer profile that can be queried in real time to provide differentiated value for service organizations.
Walk through this brief demo to see how Oracle Unity combines consistent, reliable, and unified data with AI and machine learning to help you make every customer interaction matter.
Oracle Unity for Oracle B2C Service not only gives customer service teams access to a wealth of customer data, but it also offers valuable benefits that reach across the organization. This new integration helps you:
Develop a deeper understanding of each customer’s situation by tracking their digital behavior, such as the pages visited, actions taken or not taken, downloads, length of inactivity, and more. Then, leverage the data to define sophisticated rules and offer service when and where it’s needed. You can even proactively engage with your customers, offering help at the right time and place.
Set routing rules to engage with your highest value customers at their moment of need. Recognize the signals to ensure your priority or VIP customers are proactively engaged and routed to the right agent at the right time for white-glove treatment.
A customer’s interaction with the service department may be the only time they engage with a brand, so enable your agents to offer personalized, differentiated service experiences based on their real-time activity across devices and channels—before and during the engagement.
A better service experience can drive more sales from customer service. By converting behavioral data into actionable, prescriptive insights that prompt the agent with next-best action suggestions, such as offering an extended warranty or cross-selling complementary products, Oracle Unity for Oracle B2C Service sets agents up to improve customer lifetime value.
With faster access to relevant data, more efficient routing, and prescriptive guidance, agents can spend less time collecting and sorting through customer information and more time focusing on the customer—building trust and improving agent productivity.
Watch the replay of the Oracle Virtual Summit, “Deliver Service That Meets the Moment,” to hear the latest insights on the new digital-first customer service reality and how Oracle can help you make every customer interaction matter.
Looking for powerful and intelligent B2B, B2C, and field service solutions that connect relevant customer data across your organization to help you predict the need for service and deliver personalized customer experiences? See why you should choose Oracle Service over Salesforce or Zendesk.
Carrie West is a Senior Product Marketing Manager at Oracle. Focused on go-to-market initiatives for Oracle Sales, Carrie has extensive experience in setting strategy, driving execution, and obtaining measurable ROI for marketing and sales initiatives.