Wednesday Nov 20, 2013
Thursday Apr 04, 2013
By Tuula Fai on Apr 04, 2013
I like to do things myself. Maybe that’s my inner 2-year-old trying to get out. When I can’t do things myself, then I’m usually interested in getting just a little help so I can still finish on my own. This is probably why I like chat and I also don’t wonder why chat adoption has doubled in 2 years or that 51% of people prefer chat so they can multi-task.
Customer service can be a true competitive differentiator. How do I know? Because a recent Forrester study found that Customer Experience leading companies had a 22.5% stock market return over the last five years versus a 46.3% loss for Customer Experience laggards.
So why wouldn’t you want to invest in self-service options, or minimal agent intervention options, for customers to answer their own questions? And why wouldn't you provide the right opportunities for customers with complex issues to be channeled to an agent for one-on-one service? This provides your customers’ with the right answer at the right time through the right channel.
Is this making you think you want to know more--like what are best practices for delivering the right answer at the right time with help just a click away? Click this link to find out 3 best practices for providing ‘a little extra service’ using chat and email management. Or listen to this 15-minute webcast to learn 5 exciting new features for Next Generation Chat, which increase customer satisfaction and lower customer support costs simultaneously.
If you want to know what business results companies who have implemented chat and email management are experiencing, learn what Xactware has done. Xactware gets 75% of their inquiries through the chat channel and their agents are able to effectively handle these high volumes while also helping Xactware gain substantial efficiencies.
To learn more, you have free access to different tools and resources for delivering the right answer at the right time with ‘a little extra service’. Leverage one or more cloud solutions to differentiate your customer service and keep your customers returning time and again while your company effectively leverages technology to lower costs.
Wednesday Jan 30, 2013
By Tuula Fai on Jan 30, 2013
If you’re in Customer Service, chances are you’re heard the buzz about chat. Chat is the most popular service channel, chat usage has doubled in the past few years, and chat makes agents more productive because they can handle multiple chats at once versus one phone call. Sounds great but you think, If I start offering chat, won’t I be inundated with requests? My agents can barely keep up with our support inquiries as it is!
Put aside those fears by adopting chat best practices. Carol Volk, Oracle Senior Principal Product Manager, shows you how with four easy steps in her Next Generation Chat Webcast, which she co-presented with International Customer Management Institute.
The four steps are:
Choose Your Metrics—Choose metrics that align with your business goals for Operational Efficiency, Customer Retention, and Customer Acquisition. Keep your goals balanced as an Efficiency goal like reducing Average Handle Time (AHT) may work against a Retention goal like Customer Satisfaction Score (CSAT).
Customize the Solution—Create a Chat interface that appeals to the customer, reinforces trust in your brand, and feels like a natural extension of your website. Within your contact center, integrate customer history onto a simplified agent desktop so your support team has just the information it needs to resolve issues through chat.
Control Volume—Manage your chat volume by controlling the number of Proactive Chats you offer based on pre-defined business rules, and the number of Click-to-Chat links you provide on your website. You also can manage volume by building in throttles based on agent availability and queue wait time thresholds. Some companies simply start by offering chat for only a few hours a day and then slowly ramp up as their agents become more comfortable.
Monday Dec 31, 2012
By Tuula Fai on Dec 31, 2012
Customers demand personalized service. With margins thinner than ever, how can you provide it in a cost-effective way? The answer is ‘Chat.’
Not chat as in people milling about the water cooler. But Live Chat, the newest customer service channel, whose use has doubled in the past few years and whose customer satisfaction score is the highest of all online channels.
Chat sessions enable customer service agents to provide real-time, personalized answers to several customers at once, increasing contact center responsiveness and efficiency while decreasing costs. Here are some results from Oracle RightNow Chat Cloud Service customers:
- Inc. 500 Retailer ideeli—Chat enables Ideeli agents to respond to customers within 15 seconds. Faster response times have increased ideeli’s Net Promoter Score and conversion rates while reducing its costs through email deflection and greater efficiency. Chat now accounts for 50% of its customer interactions and is becoming its most popular channel.
- Financial Services Leader Jackson Hewitt—Chat enables Jackson Hewitt to provide real-time support to both tax preparers and end customers, increasing their satisfaction while improving support efficiency with agents handling multiple chat sessions simultaneously. Chat, along with the knowledge base, has reduced calls by 40%, lowering Jackson Hewitt’s support costs.
- High Technology Innovator Xactware—Chat enables Xactware to handle higher support volume without added headcount, despite rapid customer growth. With 75% of inquiries coming through chat, including mobile chat, Xactware has generated significant savings while beating its service level KPIs by as much as 80%.
Using Oracle RightNow Chat Cloud Service, these companies have improved customer service and operational efficiency at the same time, paving the way for sustainable growth and profits.
Join us at an Oracle CloudWorld event near you to learn how Chat, and our other Cloud Customer Service and Support solutions, can help you deliver exceptional customer service experiences. To sign up, please visit our registration page.
Tuesday Dec 18, 2012
By Tony Berk on Dec 18, 2012
These sound like a good set of goals for any business. Actually implementing processes to affect all of these is not necessarily easy for every business. On top of the normal challenges, throw in a rapidly changing industry and the challenge sounds daunting.
But that's exactly what The Boston Globe took on, and customers are benefiting from a much improved experience.
“We feel like we hit the bull’s eye with finding the right solution to support the growing digital environment,” said Robert Saurer, The Boston Globe's director of customer care and marketing.
Oracle's RightNow CX solutions helped The Boston Globe to manage approximately 60,000 calls each month and respond to 5,000 monthly e-mails. More importantly, Web self-service rates are exploding and the online subscriber's most preferred support channel is chat. And what about social? The Boston Globe customer support team offers the same great level of support on their Facebook page and is monitoring Twitter and YouTube too!
Read the full Customer Experience success story on The Boston Globe here.
Tuesday May 15, 2012
By Michael Hylton on May 15, 2012
Where do people often turn to when they need immediate help on a web site? As consumers spend more time online shopping and managing banking, bills and more, they want easy access to service and support. When they need to ask a question or solve a problem, consumers worldwide said they prefer to get help online, ranking Live Help options like Live Chat and “Click-to-Call” second only to toll-free 800 numbers.
A recent Oracle study found that consumers prefer Live Help for specific reasons such as convenience and the ability to multitask rather than waiting on the phone. Survey results suggest that the more consumers are online, the more comfortable they are communicating with companies there.
In addition, by next year, three-quarters of the online shopping population will have engaged in a live chat with a retailer, researchers predict. A survey of U.S. and U.K. consumers conducted online by eMarketer researchers in partnership with the retail consultants at the e-tailing group found that 1 in 5 shoppers said they preferred live chat as their communication method of choice for contacting a retailer regardless of the circumstances.
The place to get informed about customer experience and how it impacts your success.
SubscribeSubscribe to our RSS feed.
- CX Cloud Summer Soiree Friday, August 1 from 1-5 pm at the Columbia Yacht Club in Chicago by John Kariotis
- What is Modern Customer Service?
- Design for complex ATG applications
- Key ATG architecture principles
- Building Infinite Scrolling in Oracle Commerce
- How Does a 724% Return on Your Salesforce Automation Investment Sound?
- Oracle Service Cloud May 2014 Release – Focus on your driving by JP Saunders
- The Internet of Things & Commerce: Part 3 -- Interview with Kristen J. Flanagan, Commerce Product Management
- How Mary Meeker’s Latest Findings May Make You Re-Imagine Commerce
- The Internet of Things & Commerce: Part 2 -- Interview with Brian Celenza, Commerce Innovation Strategist