By Christine Friscic-Oracle on Jul 08, 2015
The Oracle Service Cloud team has been thinking a lot about what’s most relevant to the people we are serving. What are the day-to-day challenges folks on the front line helping customers solve their service issues are facing? What are the trends that continue to impact how organizations deliver customer service? Below are a few shifts in the customer service landscape that are disrupting business as usual. These trends can’t be ignored by any global, modern customer service organization:
- The usage of mobile devices continues to disrupt and drive changes in consumer attitudes and behaviors. Organizations should respond (if they haven’t already) and be ready for all things mobile.
- Knowledge needs to be the foundation of all service channels and engagements. Modern customer service teams simply cannot be successful without a single knowledge base that underpins both self-service and assisted service channels. As customer preferences tilt toward web-based self-service (both Gartner and Forrester now state the web has surpassed voice as the most common customer support channel), easy access to knowledge and findability is becoming a key responsibility of customer service leaders.
- Customer Service will increasingly include machines talking to machines (as opposed to humans talking to humans). Soon there will be 20 billion devices connected to the internet. A few years back the concept of leveraging the Internet of Things (IoT) for Customer Service was still in its infancy. Today those initial barriers are gone and Service with IOT is ready for mainstream.
- Customer Service will continue to extend from engagement centers to other functions in the enterprise. Organizations are increasingly accepting that service is a key component during the entire customer journey and part of this realization move is connecting the service function with functions (and systems, platforms, tools) in other parts of the organization. This way the journey from that first brand touch point all the way to the technician standing in your living room is supported by one consistent service platform.
These changing customer service dynamics offer a great starting point for organizations to begin discussions to better understand the current challenges. Also look at how to turn these modern service challenges into opportunities to deliver better service!
Stay tuned as we continue to explore these areas and for more insight, please check out the new Oracle Service Cloud video. It highlights relevant customer stories on the importance of delivering Service Anywhere, providing Knowledge Everywhere, and the importance of Intelligent Service.