Wednesday Jul 29, 2015
Wednesday Jul 22, 2015
By Christine Friscic-Oracle on Jul 22, 2015
By Kaarina Kvaavik and Heather Shoemaker, founders, Language I/O
In today’s ever-expanding global world, it’s bad business for companies to not have some sort of multilingual customer support. Even those without a global presence will have interactions with non-native speakers. The inability to support these customers isn’t from a lack of trying, but from a lack of proper resources designated for multilingual customer support efforts.
Having the right tools can be a boon for a company’s global expansion strategy and for retaining current international customers. The importance of retention is reflected in a recent Adobe report that estimates, “for each 1% of shoppers who return for a subsequent visit, overall revenue will increase by approximately 10%.”[i] Proof that as a global business it’s imperative to invest in ways of attracting and retaining customers.
Just how do you achieve your goals in multilingual customer support? In a recent blog post, Language I/O co-founder Heather Shoemaker detailed the five steps toward multilingual customer support. What are these critical items?
- Review your current CRM or Customer
Experience (CX) platform, such as the Oracle Service
Cloud, and make sure it can support your multilingual
- The Customer Support team should
not let other departments dictate the company’s CRM or CX content translation solution.
What works for one department in product translations may not work well in
- Hire an objective, third party
linguistic reviewer for each supported language. It’s critical to have a human
as part of your multilingual support as machine translation is not enough.
- Share a translated glossary of key
terms across the company so that as new languages are added key terms can be
- Share translation memory across the company. This will allow for consistency and translation work only taking place on content that has been updated or changed.
The key in following these steps is to ensure that customer expectations are properly met and that continuity exists throughout the company in all supported languages. Of course, adjustments will need to be made for any lingual nuances that are difficult to translate, the reason why it’s important to have a third party linguistic reviewer on hand.
It’s important to keep in mind the end strategy here: exceptional multilingual customer support that exceeds customer expectations.
To learn the importance of multilingual customer support and the impact it can have on your global efforts, join Oracle for an informative webinar on Wednesday, July 29th at 11AM ET (8AM PT, 1600 GMT). Hosted by Language I/O co-founder Kaarina Kvaavik, the webinar will feature a discussion with LinkedIn’s Josh Larson and iRobot’s Matt Cooper on how they utilize Language I/O’s LinguistNow product inside the Oracle Service Cloud environment to simplify processes, reduce costs, and support more markets. For more information and to register, click here.
Friday Jul 17, 2015
By Christine Friscic-Oracle on Jul 17, 2015
Check out how T-Mobile Netherlands partners with Oracle Service Cloud to create the next generation of web customer service by combining web self-service and communities and increased support channels to help lower costs and improve customer satisfaction.
With over 70% of all services being done online, see how they use cloud solutions as the center of human, real, customer communications across all channels: https://www.youtube.com/watch?v=Pi-9fCf-oFY.
Wednesday Jul 15, 2015
By Sarah Sheehan-Oracle on Jul 15, 2015
Wednesday Jul 08, 2015
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.
Monday Jun 22, 2015
Wednesday May 20, 2015
By Tuula Fai on May 20, 2015
Over 500 customer service professionals joined the Oracle Service Cloud team in Las Vegas recently to kick off the Modern Service Experience Conference! The event featured nearly 40 customer speakers including Kohl’s, LinkedIn, and Nintendo outlining the latest trends in engaging customers, empowering employees and adapting quickly to constantly changing business and customer needs.
The conference also featured industry thought leaders from Forrester, Constellation Research, Beagle Research, and The 56 Group talking about the future of customer service and trends that are impacting a company's ability to deliver great service.
Amidst the three days of sessions, Oracle Service Cloud hosted industry roundtables and a 100 “Ask the Experts” meetings between customers and product experts—and in-depth executive, contact center, web customer service, insightful answers, and technical tracks with customers like Virgin America, Panera, Kaiser Permanente, Beachbody, Nikon, T-Mobile and others. These discussions provided a unique opportunity to connect more closely on detailed product topics and the Oracle Service Cloud product roadmap.
The Oracle Service Cloud team also took time to recognize leading individuals and organizations who continually champion customer service innovation, value, and collaboration to solve the next business problem. Their commitment and passion was contagious! Congratulations again to the 2015 customer award winners, including:
Oracle Service Cloud Customer Champions
- Louis Ross, Vice President, Coach Relations, Beachbody
- Nicholas Armstrong, Director, Global Customer, Experience Products, Orbitz
- Stuart Concannon, Head of Customer Care, Knowledge and Optimisation, ASOS
- Jim Ferron, Customer Experience Strategist, Nintendo
- Tetsu Kimura, Director of Customer Service, Gogo
- Michele Watson, Vice President, Customer Care and Payments & Risk, Walmart.com
- Troy Carrothers, Senior Vice President, Retail Payment Solutions & Multi-Channel Sales & Service and Becky Ploeger, Vice President, Digital Commerce Customer Care, Kohl’s
Oracle Service Cloud Game Changer Award Oracle Service Cloud Innovator Award Oracle Service Cloud Community All-Stars Oracle Service Cloud Modern Service Experience Award
Oracle Service Cloud Game Changer Award
Oracle Service Cloud Innovator Award
Oracle Service Cloud Community All-Stars
Oracle Service Cloud Modern Service Experience Award
Tuesday May 19, 2015
By Tuula Fai on May 19, 2015
It is hard to believe that it has been a decade since social disrupted standard operating procedures for companies. Brands had enjoyed a healthy measure of control before social media-enabled customers around the globe were able to connect and share information. Before, companies controlled not only the information that customers and prospects received, but how and when they received it—effectively spoon-feeding corporate messages to the world.
The advent of social changed this dynamic forever and ushered in The Age of the Customer.
Today, customers control the conversations they have with businesses, and brands have scrambled to adapt. Companies must become customer-obsessed and deliver experiences that meet customer expectations to succeed.
Why? Because loyal customers are less likely to churn, and they are also more likely to recommend your brand and spend more money with your company. When customers spend more money, it directly impacts and increases revenue. For this reason, it is essential to keep your customers satisfied and loyal to your brand. Besides, customer service should be a core element of your CX strategy.
Still, this is hard stuff. So it helps to get some perspective. A May 2015 webinar hosted by Forrester and featuring Forrester Research’s Kate Leggett, Trends 2015: The Future Of Customer Service, helps to make sense of customer service in 2015. Take a look at the below takeaways that we pulled from the webcast, and let us know what trends you see in your organization.
Adopt a mobile-first mindset. Think about your own mobile device usage and you’ll see why customers increasingly look to contact brands via this channel. But, more than that, customers want to be able to start a conversation on mobile and then switch over to a laptop or desktop seamlessly—without needing to rehash the issue with an agent. In 2015, customers will continue to demand effortless interactions of this type over both web and mobile channels.
Explore proactive engagement. We are all customers, right? And, as customers, we know what we want, when, where, and how we want it. To effectively leverage this fact, businesses will begin to experiment with proactive engagement. This refers to proactive chat, promotions, or content served up to customers at the appropriate time to help answer questions, easing the transition from the research phase to purchase.
Leverage connected devices for preemptive service. The Internet of Things (IoT) has taken off in a big way, and with it comes the prospect of preemptive service. From Wi-Fi connected self-learning thermostats to smart, self-propelled vacuum cleaners IoT has the potential to reshape customer service. IoT offers businesses the opportunity to deliver preemptive service that our parents could never have imagined: Proactive communication of product information back to the company to diagnose preemptively and fix issues without customer intervention!
Analytics will power offers, decisions, and connections. There is no “one size fits all” service. Instead, use analytics to deliver deeply personalized customer service by understanding and leveraging data from past interactions, services, and purchases. Additionally, interactions must be tailored to the channel of choice. For example, the tone of an email interaction will likely vary from that of a social or chat interaction. These nuances are important in order to optimize service quality, predict next steps, ensure satisfaction, and produce loyalty, which correlates to increased revenue.
Journey analytics will improve end-to-end service. What does your typical customer journey look like? It is likely to cross multiple communication channels: social, web, email, and phone. Often, these touch points are managed by different functional organizations within a company. It is tricky, but ultimately customers do not care about your internal org structure. What they care about is the ability to cross channels seamlessly to get support without needing to repeat themselves at each point in the journey (we all know how frustrating that can be). But, organizational silos make it difficult to deliver consistent service experiences. Not only that, but few companies have a measure in place that encompasses all channels. Forrester expects that organizations will move to broader, more comprehensive customer service measurement programs, which span all communication channels, to help businesses understand the costs and pain points in the customer journey.
Focus on improving the agent experience. It is staggering the amount of applications that contact center agents use on a daily basis to answer customer questions. Organizations will look to push proactive information to agents, to minimize effort, and to help streamline service delivery. If companies can improve the agent experience, by helping to guide them through resolution paths, then agents will have more confidence to help customers and to deliver truly personalized experiences.
Adopt SaaS for agility. A March 2015 Forrester Research report, Trends 2015: The Future Of Customer Service, found that 32% of companies have already replaced or plan to replace, most or all on-premise solutions with SaaS alternatives within 2 years. Why? Because moving applications to the Cloud pushes the burden of software and hardware maintenance back onto the vendor. This allows companies to be agile and focus on innovating with new features, ultimately creating differentiated, rewarding customer experiences.
Read how Sony uses its online digital experience to proactively engage customers.
Tuesday Apr 28, 2015
By Kayleigh Fitch-Oracle on Apr 28, 2015
Friday Apr 24, 2015
By Tuula Fai on Apr 24, 2015
Tip 1: The Good, the Bad and the Ugly in Recorded Contacts
Encourage agents to share recorded contacts of positive customer interactions as well as negative ones. Using difficult customer interactions as teaching moments helps you brainstorm more effective approaches for resolving customer issues. This is critical because customers who have issues satisfactorily resolved are more loyal than customers who haven’t had problems yet with your products and services.
Another technique is having agents actually become customers of your company. This experience creates empathy and empowers agents to find ways to continually improve service.
Tip 2: The Power of One
You know having the right agents in the right place at the right time is critical. But many agents don’t understand the ripple effect that can occur when they return late from a break. In a 50-person contact center, one late agent can slow overall response time 20 seconds. Demonstrate this impact in a fun way by using ping pong balls in the break room to represent incoming calls.
Tip 3: What’s the Score?
Agents often don’t get to see how their performance will be measured until after training. They also don’t get to learn why metrics like customer satisfaction (CSAT) are so important—and what they can do to positively influence CSAT. Bringing in stakeholders like the Head of Customer Service can help agents understand the connection between their performance and CSAT. Also recognizing top-performing agents at the training can serve to inspire new recruits and provide them with go-to mentors.
Tip 4: Play the Best Hand Given the Cards You’re Dealt
Nearly 92% of agent-facing applications aren’t as efficient as they could be. That means system workarounds are inevitable. If you don’t provide agents with standard best practices for workarounds, they’ll invent their own. And those workarounds will result in more variability and inefficiency. So sit down with your agents to proactively identify the best workarounds. It will make them feel heard and lower their frustration and burnout.
Tip 5: Turn the Tables and Let Agents Measure You!
Get agent feedback right after training sessions—just like you measure CSAT immediately after a customer interaction. And build practice time into your training. For example, have two weeks in the classroom followed by a week of taking calls. This approach helps agents better retain what they’re learning and also builds confidence as they take on progressively more complex inquiries. Additionally, having top-performing agents serve as mentors or buddies can ease trainees’ transition to the production floor.
Finally, even the best 6-week training program can’t teach agents everything they need to know. This is especially true now that most easy issues are resolved via customer self-service. What ends up in the contact center are complex issues requiring more insight and information. That is why having a consolidated knowledge base with guided resolution is so crucial. It enables newer hires to perform like your best agents. And helps you determine what additional knowledge is needed to better serve customers.
With these tips, you can prepare your agents for the demands of the modern contact center without breaking the bank!
Click here to watch the webcast replay.
For more information on modern customer service, please visit our website.
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