Friday Sep 13, 2013

Four Ways to Deliver Better Customer Service with Integrated Knowledge Management and CRM By JP Saunders

CRM solutions without integrated knowledge management suffer from a number of limitations. They don’t enable customers to become more self-sufficient or foster a community that can generate its own answers. They lack the centralized intelligence needed to deliver innovation and consumer-driven interactions, so support agents can’t learn, serve, or collaborate as effectively as their jobs require. And, they lack the analytical insights customer service organizations require to truly understand customer needs, making it difficult to optimize answers and, ultimately, the customer experience.

Here are 4 ways that integrated knowledge management and CRM can deliver better customer experiences:

  1. Increase first call resolutionThe most important aspect of a satisfying customer experience with a contact center is getting a representative who can meet all the customer’s needs—without having to forward inquiries to other representatives. Integrated knowledge management pulls answers from across organizational silos and puts it at the agent’s fingertips--without having to leave their CRM application.
  2. Increase self-serviceMany customers prefer to serve themselves. They want to find the answer quickly and easily without requiring escalation to the contact center. With integrated knowledge management, you can empower your customers to easily help themselves. But, you can also seamlessly transfer to assisted service with the context of their self-service interaction, if it becomes necessary. 
  3. Build your knowledgebase – The foundation of providing quick and easy answers is to build out a robust knowledge base. However, cumbersome navigation to create solutions can be a barrier to building your knowledge base. When knowledge is integrated with CRM, you can easily create knowledge solutions directly from service cases so that it’s available for the next customer or agent to use. 
  4. Learn and improve your serviceIntegrated knowledge allows you to understand customer usage and service issues – most common searches, percentage of cases resolved with knowledge, solutions used the most, etc. in order to improve your customer experience. Armed with this understanding, you can identify actions that will increase search accuracy or, better yet, address root causes that eliminate the need to search at all. 

The World’s leading Knowledge Management solution, Oracle Knowledge, now enhances the Oracle RightNow Cloud Service capabilities with expanded search capabilities, deeper language understanding, business intelligent analytics, support for more content types, languages, and much more. Now available in the Oracle RightNow Agent Desktop and Customer Portal, this integration provides agents with the ability to accurately assist customers with finding the right answer at the right time. 

For more information on these high-value features, please watch the Oracle RightNow Cloud Service – August 2013 Release Overview or read the Oracle RightNow Cloud Service – August 2013 Capabilities and Benefits. You can also attend the Integrating Knowledge Management into CRM Applications session at OpenWorld. 

Tuesday Aug 20, 2013

CRM Evolution 2013: Social Care is a Mainstream Channel

CRM Evolution's Customer Service Experience track began today with Hewlett Packard’s (HP) Patricia Graca talking about Social Care. She got our attention with some eye-opening statistics:

  • 1 in 3 users prefer social care over contacting via the phone
  • 80% of customers will not purchase a product if there is a negative review
  • 43% of customers use social media to publicize a bad experience—and 48% a positive experience

Graca has built a social support community with volunteer experts who give two to 30 hours of their time every week to answer other customers’ questions.

What motivates these experts to devote so much time? She found that the top motivator is the satisfaction they receive from helping people. But Graca doesn’t stop there. She uses gamification to motivate experts with things like:

  • 15 status levels they can climb based on their answers’ usefulness
  • Avatars created from personal photos experts submit
  • Privileges like early access to new products, training and special events

Graca even hosts 24-hour social support marathons in which 100s of experts around the world participate—creating a wealth of crowd source wisdom for HP.

Currently, 1% of her social support community serves as experts and/or contributors. Her next challenge is encouraging the remaining 99% to actively participate.

Monday Aug 19, 2013

Become a part of your customer's life at CRM Evolution 2013

The first day of the CRM Evolution 2013 Conference and Exhibition began with a dynamic keynote by Jeanne Bliss, Founder of CustomerBliss.com. She talked about organizations “becoming a part of the story of their customers’ lives” through:

Getting Real—walking a mile in their customers’ shoes

  • Example: USAA has new hires eat army rations, wear flak jackets and boots and go through the same insurance application processes

Being There—improving the top five contact points that matter most to customers

  • Example: WestJet empowers its frontline staff to give ‘honored guests’ the best experience possible

Apologizing Well—responding quickly and humbly to solve problems

  • Example: Southwest sends apology letters offering discount coupons to fly again.  

Oracle’s very own Matt Kresch, Principal Product Strategy Director, spoke about the Modern Contact Center. To be ‘modern,’ your service organization must be able to carry on a seamless conversation with the customer across channels. A unified agent desktop—that brings all the customer information and engagement tools together on one screen—makes this possible.

Monday Aug 12, 2013

Webcast: How Dell Leverages Big Data to Improve the Customer Experience

The Economist Intelligence Unit recently investigated how successful companies use big data to transform the customer experience. Join us for an Oracle webcast in association with Intel® to learn how top-performing organizations, including Dell Inc.’s Global Demand and CRM Center, are harnessing big data to understand better their customers and their business. The webcast is on Wednesday, August 14, 10-11 AM Pacific / 6-7 PM London.

You’ll learn how Dell leaders are:
  • Focusing on data-driven approaches to meet business objectives
  • Fostering a culture of customer insights through leadership and collaboration
  • Innovating customer interactions, marketing, and sales through automation

Tuesday Aug 06, 2013

Expand the Siebel User Experience onto the Newest Devices

A friend works for a well known financial services company that uses Siebel CRM. I asked how he likes using Siebel. He said that it works great. However, he wishes that he could use it on an iPad.  Well, I have good news for him and good news for you. Now, you can.

Learn more about how to expand the Siebel user experience in our webcast on June 15, 8:30 AM Pacific / 4:30 PM Paris CEST. While you are at it, register for future Siebel webcasts about customer service, mobile and social sales and service, and other informative topics.

Friday Jul 12, 2013

How Siebel Solves the Next Generation of Business Challenges

Keeping up with technological changes and increasing customer demands is challenging. The latest innovations in Oracle's Siebel CRM help you increase your competitive advantages. Watch this informative replay of our June Oracle Siebel CRM Webcast to discover how you can:

    • Enhance productivity and efficiency with new usability features
    • Understand your customers with new social media capabilities
    • Increase customer engagement with new mobile solutions
    • Deliver superior customer experiences

Monday Jun 10, 2013

Learn About Siebel CRM's Bright Future

Today’s customers are mobile, social, and more demanding than ever. Oracle continues to add new capabilities to Siebel CRM – helping you keep pace with rapid technological changes and growing customer expectations. Join us for the first in a new monthly webcast series to discover how the latest enhancements to Oracle’s Siebel CRM can help you:

  • Increase productivity with new features for improved usability
  • Harness social media to understand and engage your customers better
  • Service and sell via mobile solutions to meet new customer demands
  • Deliver outstanding customer experiences every single time

Register now for our live Webcast on Thursday, June 13!

Tuesday May 21, 2013

June 13 Webcast - Siebel: Solving the Next Generation of Business Challenges

Today’s customers are social, mobile, and more demanding than ever before. That’s why Oracle continues to add new capabilities to Siebel CRM – helping you keep pace with rapid technological change and growing customer expectations.

Register now for our live Webcast on Thursday, June 13 to discover how the latest enhancements to Oracle’s Siebel CRM can help you:
  • Increase productivity with new features for improved usability
  • Harness social media to understand and engage your customers better
  • Service and sell via mobile solutions to meet new customer demands
  • Deliver outstanding customer experiences every single time
Don’t miss this chance to see how you can solve the next generation of sales and service challenges!

Tuesday Mar 26, 2013

#SocialResponsibility

Allison Kutz, Lindsay Richardson, Jennifer Rossbach

The first Earth Day, celebrated on April 22, 1970, focused on the emerging consciousness, channeled the energy of the anti-war protest movement and brought forth environmental concerns.1 The idea was initiated by Gaylord Nelson, a U.S. Senator from Wisconsin and a staff of 85 who worked to protest environmental destruction and support progress and change. Since then, the Earth Day Network and community activists have created a worldwide effort to build a clean, healthy, and diverse world.1

Earth Day 2013 is focused on The Face of Climate Change and the effects of our behavior on the climate, humans, and wildlife throughout the world. This year we can use Instagram and Twitter to share our photos depicting The Face of Climate Change to spread the word via social media using #faceofclimate. Like the Earth Day Network, your company can make its own social initiative using Social Relationship Management (SRM). While we are all working to take control of our planet, make it your #socialresponsibility to take control of your company’s social footprint and CX efforts. With Oracle Social Relationship Management you can capture, market, monitor, and engage with your customers to understand what is important for your business.

Social Marketing
In the growing age of digital and social media, marketing tools such as infomercials, fliers and billboards are less effective. Ten years ago
, these expensive tools might have been the majority of a company’s marketing budget. In this day and age, your fans can support your online marketing efforts, often for free. Through their social media influence level, your top fans can bring you new customers: 90% of consumers trust peer recommendations, versus only 14% trust advertisements.2 By promoting a new product or sale through social media channels, the word can spread more quickly than if you had advertised it in a commercial, and you won’t bust your budget in the process!

Social Monitoring
One million people view customer service tweets every week, 80% of which are critical or negative towards a company or brand. Are you aware of problems your customers are experiencing with your product or service? Once you’ve marketed an event online, can you tell if the post was effective? How do you know who is seeing your post, and if there could have been a better time for you to post it to gain a broader audience? With SRM, you can see how many people view your marketing efforts and whether your messaging is effective. Additionally, you can measure your customers’ reaction to your promotions, products, and company.

Social Engagement
38 million people in the US say their purchasing decisions are influenced by social media, but only 10% of marketers actively monitor their social media ROI.2 Customers will be more loyal to your brand if you show them that you care about what they have to say. You can do so by interacting with them to make social media channels operate two ways, instead of just one. If your focus isn’t on improving your customer satisfaction through social media, then you could be missing a large portion of potential revenue. SRM will allow you to become a transparent company that engages with your customers. By doing so, you will better understand your customers’ wants and needs and ensure they are satisfied with your products or services.

The Social Revolution is only just beginning; Instagram has gained over 50 million users in the past two years; Twitter has over 140 million active users; and Facebook has 222 million users in North America alone. A Social Relationship Management strategy is necessary in order to effectively and efficiently monitor these 412 million accounts and create meaningful relationships with your customers.

The mission of Earth Day 2013 is to “highlight the solutions and showcase the collective power of individuals taking action across the world.”3 The collective power of individuals is stronger than ever, and with Social Relationship Management, your company can make the effort to improve your carbon and social footprints.

Don’t forget to share your #faceofclimate photo and join us for our #socialresponsibility webcast on April 5th at 10am PST, 1pm EST. Register here today!

Check out Oracle’s sustainability mission at http://tinyurl.com/oraclemission

1.

1.     1  http://www.earthday.org/earth-day-history-movement

2.     2  http://www.viralblog.com/social-media/2013-and-beyond-the-social-media-revolution/

3.     3  http://www.earthday.org/2013/about.html

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