Wednesday Apr 03, 2013
Wednesday Jan 16, 2013
By Tony Berk on Jan 16, 2013
J&P Cycles, founded over 30 years ago, is the world's largest retailer of aftermarket parts and accessories for motorcycles. J&P serves not only a large customer base, but one that has a diverse range of knowledge, from novice to expert on the wide variety of products offered. Rich Brecht, Director of Contact Center and Retail Operations at J&P Cycles, told me I could build a working motorcycle from scratch, using the parts available at J&P. Of course, Rich has never seen me turn a wrench or do anything handy, so he might retract that statement!
J&P Cycles has always been focused on providing a great customer experience to grow customer satisfaction and loyalty. However, as they grew and started serving customers beyond the traditional call center, e.g., email, Facebook, chat, etc., J&P Cycles was challenged to provide a consistent experience and distribute knowledge regardless of the interaction's origin.
This video tells some of their story with Oracle's RightNow Service Cloud and how Brecht highlights: "We've been able to establish consistency in message. Whether they're getting an answer through our Facebook page, whether they're sending us an email directly or chatting with one of our representatives or if they're in the retail space and talking to someone, we've been able to drive consistency in process throughout the organization."
For more information on Customer Experience, visit www.oracle.com/cx.
Thursday Jan 10, 2013
Sunday Jan 06, 2013
By Tuula Fai on Jan 06, 2013
When your customers have questions, do they get the correct answer quickly – the first time? Can they get the right answer from your website, your agent or a fellow customer?
Well-executed knowledge management can help you get the right information to the right people at the right time, across all channels – making agents more productive, delighting your customers, and keeping costs down.
Join us for a Free Webcast on Thurs., January 17 to discover how Knowledge Management can help you:
- Drive brand loyalty with a dramatically improved customer experience
- Increase productivity by empowering agents with up-to-date collective insights
- Lower service costs by reducing interaction times
- Provide consistent multichannel service by sharing information across the enterprise
Don’t miss this opportunity to discover how you can maximize productivity, increase customer satisfaction, and reduce costs. Click on ‘Register Now’ to secure your place.
Friday Jan 04, 2013
By Samantha.Y. Ma on Jan 04, 2013
Now that the holiday season is over, I could not help noticing that tablets were a top holiday gift, far more than smartphones or PCs. From Apple’s two iPad models to the new Kindle Fire HD as well as the Galaxy Note Tab 10.1, tablets are becoming increasingly a household item
A Nucleus Research survey of CRM decision makers found that organizations can significantly increase returns on their CRM investments by adding mobile and social capabilities, particularly for salespeople. Nucleus surveyed 223 CRM decision makers and found an average productivity gain of 14.6 percent from mobile capabilities and 11.8 percent from social CRM.
“Given the relatively low price point of many mobile CRM applications and the fact that most social capabilities are bundled into CRM at no additional per-user price, organizations that do not explore mobile and social strategies are likely to lose competitive advantage...to those competitors that do embrace these technologies,” said Rebecca Wettemann, Vice President of Research, Nucleus Research.
Here at Oracle, we have invested and developed a comprehensive mobile CRM strategy that takes into consideration user roles, use cases, and devices of salespeople, whether it is road warriors or a casual mobile users, so that they can not only easily adopt the application but also connect and collaborate with others in real-time, helping them to close deals quickly.
To learn more about it, join us at the Mobile Sales session at Oracle Cloud World, a global series of events designed to help customers realize the benefits of various cloud solutions. Through a combination of best practices, unique insights and customized content, the events will help businesses leverage the cloud to drive their current and future success.
To register, please visit Oracle's CloudWorld page to find the CloudWorld event nearest to you.
For more information on Oracle’s Cloud Customer Service and Support solutions, please visit our website or contact us at (866) 630-7669. You can also see an overview of Oracle Cloud Service and Support on YouTube.
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.
Thursday Dec 13, 2012
By Tuula Fai on Dec 13, 2012
Tis the season to be jolly. If you’re a retailer, your level of jolliness depends on sales. So you watch trends like U.S. store traffic increasing 3.5% to 308 million on Black Friday but sales actually falling 1.8% to $11.2 billion.
Fortunately, by the end of November, retail sales were up 3.7% over the previous year, thanks to life recovering after Hurricane Sandy. And online sales topped $1 billion for the first time ever!
Who are the companies improving their sales online? They are big names like Walgreen’s Drugstore.com, Nordstrom’s HauteLook, and Intuit. More importantly, how are they doing it? They use cutting-edge business practices enabled by Oracle’s CX Cloud Service & Support solutions to:
Increase conversions rates and order sizes (Customer Acquisition)
Enhance customer satisfaction and loyalty (Customer Retention)
Reduce contact center costs and improve agent productivity (Operational Efficiency).
Acquisition + Retention + Operational Efficiency = Sustainable Growth and Profits. That’s the magic formula for retail customer service success. Don’t take our word for it. Look at the results of these Oracle customers:
- Walgreen’s Drugstore—30% sales conversion rate on chat sessions with 20% increase in shopping cart size
- Nordstrom’s HauteLook—40,000+ interactions per month—20% growth over last year— efficiently managed by 40 agents, with no increase in IT costs
- Intuit—50% increase in customer satisfaction and 70% decrease in cost per interaction
Using Oracle’s CX Cloud & Service solutions, these retailers deliver consistent, relevant, and personalized experiences across all touchpoints, including social, mobile, and web. Their ability to connect with customers anytime, anywhere—providing the right answer at the right time—helps them create a defensible advantage in the marketplace.
Want to learn more? Please visit http://www.oracle.com/goto/cloudlaunchpad for free resources on delivering exceptional customer service in the Cloud. Also, watch our YouTube channel to learn more about seamless multichannel retail and Winston Furnishings’ exceptional customer experience.
Tuesday Dec 11, 2012
By Pat Ma on Dec 11, 2012
NBC Sports wanted to engage fans, grow their audience, and give their advertising customers more value. They wanted to use social media to accomplish this.
NBC Sports recognized that sports in inherently social. When you watch a game at the stadium or at home, you’re chatting with the people around you, commenting on plays, and celebrating together after each score. NBC Sports wanted to deliver this same social experience via social media channels.
NBC Sports used Oracle Social Relationship Management (SRM) to create an online sporting community on Facebook. Fans can watch sporting events live on NBC television while participating in fan commentary about the event on Facebook. The online fan community is extremely engaged – much like fans in a sporting stadium would be during a game. NBC Sports also pose sporting questions, provide sporting news, and tie-in special promotions with their advertisers to their fans via Facebook.
Since implementing their social strategy, NBC Sports has seen their fans become more engaged, their television audience grow, and their advertisers happier with new social offerings.
To see how Oracle Social Relationship Management can help create better customer experiences for your company, contact Oracle here.
Watch NBC Sports Video: Mark Lazarus, Chairman, NBC Sports Group, describes how Oracle Cloud’s SRM tools helped the broadcaster engage with their fans on social media channels.
Watch Thomas Kurian Keynote: Thomas Kurian, Executive Vice President of Product Development, Oracle, describes Oracle’s Cloud platform and application strategy, how it is transforming business management, and delivering great customer experiences here.
Wednesday Oct 17, 2012
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