Monday Nov 25, 2013
Wednesday Nov 20, 2013
Oracle RightNow Cloud Service November 2013 Release – A Radically Different Level of Service by JP Saunders
By Tuula Fai on Nov 20, 2013
The November 2013 release of Oracle RightNow Cloud Service enables you to deliver a radically different level of service with the new Virtual Assistant, chat page peek, and a variety of enhancements to Agent Mobile App.
Personalize Your Service Interactions (VA)
The virtual assistant provides everything you need to give your customers the best personalized service during their online experience. It has:
- The foresight to know when to engage proactively and when to be on standby ready to assist on request.
- Robust human-like conversational and language capabilities to ask and truly understand HUMAN speak. Intelligence to remember (with session memory) and predict HUMAN intent (with deep NLP)
- Deep insights, access and learning though its connectivity to data, channels and knowledge, which can be used to personalize the interaction
- The ability to make related recommendations and offers during the transactions to boost sales
…and it does all of this while stepping customers through questions and answers, chats and forms to ensure they get to resolution or completion, as opposed to just pointing to answers.
Provide Agent with Context of Customer Journey
When a customer is shopping on your online store, we can leverage the context of the webpage they are on, the history for how they got there, the specific customer’s information, and an service agent’s availability, to intelligently prompt the customer to join a chat session or offer a call back to provide assistance. Now with new page peek functionality, service agents are provided with a rendering of the page a visitor was on when they engaged in a live agent interaction. Page peek can be configured to hide or mask sensitive data such as account numbers or credit card numbers so they are not displayed to the agent. This visual representation eliminates the need for the visitor to go into detail about what they are trying to accomplish, what problem they may be experiencing, or what product or service they may be interested in. This gives the agent instant insight and a head start in anticipating next steps necessary to resolve the visitor’s issue.
Untether from the Contact Center
An agent’s ability to adapt to the needs of customers can require them to have access to customer data and interactions when then are away from their desk, giving them more flexibility and freedom to increase their performance in delivering timely and accurate resolutions. In support of this, the November 2013 release of the Agent Mobile App includes: the ability to create and edit contacts; access to survey result history; ability to forward incidents, tasks, and answers; and the ability customize lists and other Mobile Workspaces. And all these capabilities and more are now supported on Apple’s iPhone, as well as on the IPad.
For more information on these high-value features, please watch the Oracle RightNow Cloud Service – November 2013 Release Overview or read the Oracle RightNow Cloud Service – November 2013 Capabilities and Benefits.
Monday Nov 18, 2013
By Tuula Fai on Nov 18, 2013
Did you know that 80% of the time and cost associated with resolving service inquiries involves knowledge management? With better knowledge at your agents' and customers' fingertips, you can dramactically reduce your service costs and increase first contact resolution rates, just like these Oracle customers:
- Blue Coat - 25% Web Self-Service deflections saving $240K per month
- Intuit - 85% first search accuracy for customers
- Vertafore - 23% increase in First Contact Resolution (FCR)
Join Nav Chakravarti, Vice President, Product Management for our live Webcast to learn how you can empower your customers and agents to get the right answers at the right time – all the time!
- The role of knowledge in self-service and the contact center
- The latest enhancements to Oracle Knowledge Management
- Oracle’s roadmap for future Oracle Knowledge Management updates
Friday Nov 08, 2013
By Tuula Fai on Nov 08, 2013
Come hear Christopher Patterson present on the Vision and Roadmap for Oracle RightNow Cloud Service, Wednesday, November 13, 9 AM PST / 12 PM EST
To register: http://bit.ly/HNO3bt
Tuesday Nov 05, 2013
By Tuula Fai on Nov 05, 2013
Shopper confidence, or more accurately the lack thereof, is the bane of the online retailer. There are a number of questions that influence whether a shopper completes a transaction, and all of those attributes revolve around knowledge. What products are available? What products are on offer? What would be the cost of the transaction? What are my options for delivery? In general, most online businesses do a good job of answering basic questions around the products as the shopper engages in the online journey, navigating the product catalog and working through the checkout process. The needs that are harder to address for the shopper are those that are less concerned with product specifics and more concerned with deciding whether the transaction met their needs and delivered value.
A recent study by the Baymard Institute  finds that more than 60% of ecommerce site visitors will abandon their shopping cart. The study also identifies seven reasons for abandonment out of the commerce process . Most of those reasons come down to poor usability within the commerce experience.
- Distractions. External distractions within the shopper’s external environment (TV, Children, Pets, etc.) or distractions on the eCommerce page can drive shopper abandonment. Ideally, the selection and check-out process should be straightforward. One common distraction is to drive the shopper away from the task at hand through pop-ups or re-directs. The shopper engaging with support information in the checkout process should not be directed away from the page to consume support. Though confidence may improve, the distraction also means abandonment may increase.
- Poor Usability. When the experience gets more complicated, buyer’s remorse can set in. While knowledge drives confidence, a lack of understanding erodes it. Therefore it is important that the commerce process is streamlined. In some cases, the number of clicks to complete a purchase is lengthy and unavoidable. In these situations, it is vital to ensure that the complexity of your experience can be explained with contextual support to avoid abandonment. If you can illustrate the solution to a complex action while the user is engaged in that action and address customer frustrations with your checkout process before they arise, you can decrease abandonment.
- Fraud. The perception of potential fraud can be enough to deter a buyer. Does your site look credible? Can shoppers trust your brand? Providing answers on the security of your experience and the levels of protection applied to profile information may play as big a role in ensuring the sale, as does the support you provide on the product offerings and purchasing process.
- Does it fit? If it is a clothing item or oversized furniture item, another common form of abandonment is for the shopper to question whether the item can be worn by the intended user. Providing information on the sizing applied to clothing, physical dimensions, and limitations on delivery/returns of oversized items will also assist the sale. A photo alone of the item will help, as it answers some of those questions, but won’t assuage all customer concerns about sizing and fit.
- Sometimes the customer doesn’t want to buy. Prospective buyers might be browsing through your catalog to kill time, or just might not have the money to purchase the item! You are unlikely to provide any information in contextual support to increase the likelihood to buy if the shopper already has no intentions of doing so. The customer will still likely abandon. Ensuring that any questions are proactively answered as they browse through your site can only increase their likelihood to return and buy at a future date.
- Can’t Buy. Errors or complexity at checkout can be another major cause of abandonment. Good contextual support is unlikely to help with severe errors caused by technical issues on your site, but it will have a big impact on customers struggling with complexity in the checkout process and needing a question answered prior to completing the sale. Embedded support within the checkout process to patiently explain how to complete a task will help increase conversion rates.
- Additional Costs. Tax, shipping and other costs or duties can dramatically increase the cost of the purchase and when unexpected, can increase abandonment, particularly if they can’t be adequately explained. Again, a lack of knowledge erodes confidence in the purchase, and cost concerns in particular, erode the perception of your brand’s trustworthiness. Again, providing information on what costs are additive and why they are being levied can decrease the likelihood that the customer will abandon out of the experience.
Knowledge drives confidence and confidence drives conversion. If you’d like to understand best practices in providing contextual customer support in eCommerce to provide your shoppers with confidence, download the Oracle Cloud Service and Oracle Commerce - Contextual Support in Commerce White Paper. This white paper discusses the process of adding customer support, including a suggested process for finding where knowledge has the most influence on your shoppers and practical step-by-step illustrations on how contextual self-service can be added to your online commerce experience.
Saturday Nov 02, 2013
By Tuula Fai on Nov 02, 2013
The web is one of the fastest growing channels for providing service, support and information, as seen in The Service Council's (TSC) latest multi-channel research survey. Join TSC's Chief Customer Officer Sumair Dutta as he shares key findings from his current customer experience research from over 200 organizations.
Sumair will be joined by Brian Griffin, Senior Program Manager, Global Support Experience, Ancestry.com who will show how Ancestry is using the web as a powerful tool to enhance self-service opportunities and increase customer engagement.
Smarter Web Service Educast
Thursday, November 14th
2 pm ET / 11 am PT
Tuesday Oct 22, 2013
Wednesday Oct 09, 2013
Friday Oct 04, 2013
By Charles Knapp on Oct 04, 2013
No office? No network signal? It's not a problem with Siebel.
Watch our live Webcast on Thursday, October 17 and see how Oracle’s Siebel Mobile solutions transform mobile devices into powerful service and sales tools, using native capabilities within the devices to get information to field teams when and where they need it. Discover how you can:
- Drive revenue with an always-on sales force
- Simplify sales and service processes with easy-to-use mobile apps
- Enhance the customer experience by delivering knowledge-infused services including installations, preventive maintenance, and repairs
- Improve productivity with offline access to critical information
Tuesday Oct 01, 2013
By Tuula Fai on Oct 01, 2013
A typical problem in an organization is how to automate complex and ever-changing policies while also ensuring those deployed policies are in compliance and consistent across all channels.
In a recent IDC Link “Oracle offers Change “On the Fly” for Human Services Policies”, (August 2013) Adelaide O’Brien, Research Director mentions “Health and Human Services organizations are currently looking for ways to redesign their programs, focusing on making the programs as efficient as possible while providing the greatest value to the recipient and provide better service for less money.” If organizations think the best way is to code their policy rules, they should think again. Hard coding rules in a backend system causes organizations to lose the ability to respond to policy changes with ease and agility. And opens the door to non-compliance.
O’Brien adds, “By streamlining the automation of benefits by empowering users to develop and manage rules in natural language Word and Excel documents…government organizations will be able to decrease errors and training cost, improve the speed and quality of the process, provide timely decisions, eliminate benefit backlogs and prevent recurrence.”
So is there such a solution? Yes, there is!
Oracle Policy Automation enables the organization’s policy owners, subject matter experts, even business users to easily capture, model, deploy and manage even the most complex policies. Oracle Policy Automation goes even further by sharing policy rules across key stakeholders ensuring accurate interpretation, while also deploying them consistently across all communication channels! This capability enables customers to choose their communicate channel and a time that is convenient for them.Please visit Oracle Policy Automation for more information, including details of the new cloud edition.
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