Friday Nov 07, 2014
Friday Apr 18, 2014
By Tuula Fai on Apr 18, 2014
The speed of change IS the speed of Easy. To meet the demands of what it takes to exceed your customers' expectations, you have to be like Superman -- "Faster than a speeding bullet! More powerful than a locomotive! Able to leap tall buildings at a single bound!" The velocity of easy isn't stopping or slowing down; catching up isn't going to be good enough.
The real question is, “How do you move ahead of the speed of easy?” You can’t see into the future, but you can be ready for constant, fast moving change. Agility starts from the ground up, as the foundation will ultimately dictate your ability to change—the degrees of what can change and the speed that change can be applied.
So under your shirt, do you have an “S”? Do you have a platform that has the tools to enable agile innovation of customer and agent experiences, the extensibility and integration options to meet the unique needs of every business and customer, and the proven reliability and security demanded by today’s modern customers? To get ahead, you need to stick an “S” on it.
Here are 5 Platform Super Powers that you need to consider to move at the speed of easy:
- Be Agile
- Be Unique
- Have ONE Master
- Own Your Schedule
- Prove Reliability
#1 Be “Agile”: Meaning “create, deliver, and fix stuff… fast, right?” It does if that is what the business demands of you to meet the expectations of your customers. Don't deliver to scope, to scale, and on time, and you fail at serving the business and customer needs. No pressure, right? And certainly not easy, especially with a spaghetti foundation, whose complexity has been matured over time. The answer for most businesses is not “rip it out and rebuild”, even if the new CIO says that's what is needed.
Modern Customer Service requires you to develop, test, deploy, maintain, measure, and refine processes that help differentiate customer service experiences when they are needed most. So “agile innovation” is really about your ability to establish a foundational layer that allows you to effectively deliver at the speed of change. To do that, you need a platform that is purpose built with the tools, designers, analytics and operations that overlay all that complexity to make it easy again.
#2 Your Footprint Is Unique – Respect it!: Lets face it, your business is unique, which means you must interact with your customers in a unique way, too. You have unique systems, which are an essential part of your business processes—and your environment is constantly changing.
This means you need solutions that can work with your unique footprint. Solutions that can integrate seamlessly into your environment and processes—and are not just bolted on. These solutions need to work with, not replace, your existing systems. They need to work on your schedule, giving you flexibility in your upgrades. They need to provide you with the ability to tailor the solution through configuration, not code. And for those times when you need to go beyond the configuration options, you need open and standards-based APIs that your developers, existing solutions, and tooling can work with on day one without learning proprietary languages and protocols.
#3 Have ONE Master: Your business already has customer data, product data, processes, and systems that you use every day. The trick is not to duplicate and reconcile later. Not to create another silo.
Working with existing systems can mean synchronizing data, loading data in real-time, integrating functionality to create a unified business process, or bringing together user interfaces. The requirements and implementation will be different for every business, but what is common is the need to bring systems together to meet customer needs and the support processes you have to deliver on those needs.
#4 Own Your Schedule: You set your plans according to your business needs, because only you know when you business is ready to make changes in your solutions. You know when your support request volumes will be at a low point, when you can retrain agents, and when you can deploy new functionality. Why should any vendor tell you when you should upgrade your solution? And if you have more than one Cloud Vendor, how do you juggle all of the timing conflicts and disruptive schedules?
Consolidate, standardize and have the freedom to set your own schedule. You did it with your on-premise solutions, so why shouldn't you expect the same from your Cloud solutions? Especially with solutions that support your most critical asset—your customers!
#5 Don't TRUST It - Prove It: In the end, Modern Customer Service is about an experience and a relationship you develop with your customers. All great relationships are built upon one fundamental concept—trust. Trust means reliability, performance, and availability. Trust is not established and left alone. It’s earned, it’s proven, and it’s continually put to the test. Your customers are trusting you to protect the relationship they have with your brand. That means you have to be always available, responsive, and secure.
To build, prove, and protect this trust with your customer, you need a solution that offers you the same level of trust. It’s easy to say a solution is proven, secure, and can deliver on your customer expectations. But, it’s another to have proven it through reference customer examples, reference implementations, the highest level of security and compliance accreditations, and a global enterprise network with 24x7.
Put an ‘S’ under your shirt and transform to Modern Customer Service. Start with a platform that enables agile innovation, respects your unique needs, and has proven reliability to help you protect your customer relationships. Learn why not all Clouds are equal. The Oracle Service Cloud platform is built from the ground up to help your business move at the speed of easy.
Tuesday Mar 25, 2014
Part 1 of 6: The Art of Easy: Make It Easy To Deliver Great Customer Service Experiences by JP Saunders
By Tuula Fai on Mar 25, 2014
Modern Customer Service is helping businesses to differentiate and grow in today’s competitive market. Why? Because your success gets accelerated when you take care of the people that make you successful. Modern Customer Service is about just that, taking care of your customers, and your people that support them. To do that, you need to make it EASY to deliver great experiences, time and time again.
Businesses that make it “look” easy, stand out, because they consistently deliver experiences so memorable that their customers feel compelled to share them. But ask any of them how they do it, and you will quickly learn that the ART of EASY really isn’t EASY at all - or we would all be doing it! The most common business challenge stems from underestimating the complexity of simplicity, which can be devastating to the customer’s experience.
EASY is an ART. And it requires a deep understanding to get the right results - understanding of your business and of your customer, which can be applied in your cultural skills. Your canvas is the combination of every engagement channel you have where the picture of your brand gets painted. Your pallet of colors is the collection of your people, knowledge and data. Your brushes are the technologies that blend all together. In order to make “EASY”, beautiful and repeatable, you need solutions that provide a paint by numbers approach.
In this six part blog series, we will help guide you in managing the complexity of your customer service business challenges, while avoiding the common pitfalls, and deliver the type of great experiences that your customers will want to share with others. Experiences that are easily repeatable by you, and hard for your competitors to replicate. We will show you how Oracle Service Cloud empowers your business to care, take action and succeed in your Web, Contact Center, Knowledge, Policy, and Cloud customer service initiatives, to become a Modern Customer Service organization.
Monday Jan 06, 2014
By Tuula Fai on Jan 06, 2014
Happy New Year to you! As we move into 2014, I spent some time thinking about the trends we’re seeing in customer experience and how they relate more specifically to customer service. Here are a few predictions I have for the coming year. Let me know what you think, too!
Easy & Accessible Trumps Delightful & Courteous
The usage of Customer Effort Score (CES), the measure of how much effort the customer has to put forth to resolve a customer service issue, will exceed the usage of the Customer Satisfaction Index (CSI) as the important measurement to determine effectiveness of your service delivery. Customers today expect service to be easy and accessible. And, even if you have the most courteous agents who are empowered to delight customers, if the process required a lot of effort from customers, they are more likely to turn to a competitor the next time they purchase. CES can also provide specific feedback into where to focus your improvement efforts, such as the time it takes to search for an accurate solution, or the effort it takes to return an item. It is a stronger predictor of customer loyalty.
2. Brand Equity and Trust is Built More During the Use Phase (Service and Support) of the Customer Lifecycle
Your brand’s promise is delivered when people use your product or service and it actually fulfills the need that drove them to your brand in the first place. The perception of the buying experience fades quickly but the perception of whether your product or service met my needs does not. We call this part of the customer lifecycle the “use” cycle, and a key part of this cycle is customer service. Customer Service is the #1 key mover of Net Promoter Score (NPS), the likelihood that a customer will recommend your product to someone else. This linkage between Customer Service and brand equity will drive higher investments in customer service as a key part of your organization’s marketing strategy.
3. Service and Support Interactions Drive Higher Conversion Rates in the Buying Phase
When people research a product during the buying phase, they often research how others feel about the product or service they received from your brand. This feeling is garnered during the “Use” phase of the customer lifecycle, and it is driven by the value they received from your product. Knowledge of how that product works and interactions with your brand post-purchase to solve issues influences customer recommendations. These recommendations are the #1 driver of conversion rates during the buying cycle.
Omni-Channel “Conversations” Differentiate in Customer Service
As customer expectations of anywhere, anytime service continue to rise, Omni-channel “conversations”-- the ability to switch channels but continue the conversation without repeating yourself--will become the differentiator in customer service. And, as the usage of mobile continues to explode, all “conversations” need to be able to be performed on a mobile device (Web Customer Service, Chat, Virtual Assistant, Collaboration, and Voice) and transition smoothly from the device to other channels when necessary.
5. “Big Data” Provides Real-Time Personalization and Actions
Big data has been the buzz for a few years now, along with the promise of personalizing interactions for increased conversions and customer loyalty. But, it’s more than just collecting massive amounts of data. It’s about the laser focus of analytics and decision tools for taking action on the specifics of it—for a specific customer. Predicting customer needs and being proactive in your engagement helps to drive a more effortless interaction. You should know why a customer is calling and the probability of an answer based on data you have about recent interactions across all channels. You should know where the customer is located and the availability of help in the area. And, all of this information shouldn’t “creep” the customer out, but should instead add value to the relationship with your brand. Your customers will be more likely to opt-in to reduced privacy if you can save them time and effort, helping them get back to fulfilling their needs.
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Tuesday Apr 23, 2013
By Tuula Fai on Apr 23, 2013
Date: Thursday, April 25 1 PM EDT
Talk about a quick reply! Thanks to a recent deployment of Oracle Knowledge for expanded self-service capabilities Avaya is now providing faster and more informed support to clients and partners. This is to the tune of 82% faster for support searches alone--due to better findability and a rapidly growing knowledge content library.
Avaya delivers collaboration and communications solutions, including unified communications, real-time video collaboration, contact center, networking and related solutions and services, to companies of all sizes around the world. Avaya has been in the knowledge management game for a long time. But, as they grew, they began to find their legacy knowledge system could not keep up with the global demands for scalability and reliability that Avaya’s business and support required.
With the adoption of Oracle Knowledge, Avaya achieved a 25% increase in knowledgebase use in just six months―with engineers publishing 14,473 new articles and using the knowledgebase to resolve 36,401 cases quickly and easily. Support team members can now search the knowledgebase 82% faster and open an article more than 66% faster than with the legacy system. This means they can resolve cases and locate answers to customer inquiries more quickly.
In addition to the stand-alone search and authoring interface of Oracle Knowledge, Avaya implemented Oracle Knowledge’s pre-built connector to its Siebel Contact Center environment. This enables support personnel working in the Siebel environment to access content from Oracle Knowledge without opening a new interface, saving time and effort and allowing agents to easily create new content or provide existing knowledge to clients and partners.
The webinar, called Knowledge Centered Support (KCS) as the Key to Great Service, will explore Avaya’s new knowledgebase system firsthand and delve into how Oracle Knowledge can help your organization. Join Nav Chakravarti, Vice President of Oracle Knowledge product management; Monique Cadena, Knowledge Centered Support (KCS) Manager at Avaya; and Paul Jay, Founder and President of The Center for Client Retention and ICMI for this in-depth discussion. To attend, simply register here.
Wednesday Sep 19, 2012
By Charles Knapp on Sep 19, 2012
When customers contact your company, they don't ask to be deflected or handled or converted. They want to be satisfied.
To improve the customer experience, you need more than traditional measures such as deflection rates, handling times, and conversion rates. In this new Oracle AppCast podcast, tune in to this conversation with me about customer experience metrics that you can use to grow your business.
Would you like to learn more? Please join us at the one of a kind Customer Experience Summit at the Oracle OpenWorld Conference, October 3-5 in San Francisco.
The place to get informed about customer experience and how it impacts your success.
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