Thursday Dec 03, 2015

Delivering Effortless Knowledge Everywhere

By Jodie Knox, Principal Product Manager, Oracle Service Cloud 

In today’s digital economy, customers want effortless engagements and answers to their questions regardless of how they connect with a brand. The challenge is now there’s a broad mix in how customers want to reach your brand from self-service, voice, email, social media, or even live video chat. Complications come when customers receive different information or customer service experiences depending on the channel they use to contact you. In order to deliver the right knowledge, at the right time, knowledge must be everywhere; it must underpin the entire customer experience. 

In fact, according to Forrester Research's September 2015 report Vendor Landscape: Knowledge Management for Customer Engagement, "Knowledge delivered to the customer or the customer-facing employee at the right time in the customer engagement process is critical to a successful interaction," wrote Kate Leggett, vice president and principal analyst, Forrester Research. "When done correctly, deeper knowledge can be used to personalize an interaction, increase customer satisfaction, reduce call handle time, lead to operational efficiencies, increase customer engagement, and ultimately drive conversion and revenue."

So how do we provide knowledge everywhere? In a way that is consistent, yet easily accessible to customers and agents when and where they need? It all starts with understanding our audience, and delivering consistent answers across all channels and powering knowledge everywhere in the context of their interaction.  For more insights, check out these…

Five Tips for Delivering Customer Knowledge Everywhere

Tip 1 – Create a single knowledge platform and deliver Relevant Answers from all sources

Delivery of consistent answers across all channels requires knowledge to support both customers and agents in a single platform. The use of the term platform is important; understanding you may have multiple repositories, however content should be displayed or delivered in one single view. Ideally customers should be able to see all content related to their question in one single interface, regardless of where the content is actually located. It’s critical to understand that providing customers with relevant answers goes beyond your curated knowledgebase. Knowledge can come in the form of customer community posts, documents such as manuals or technical specs, customer forums, and social sites such as Facebook or Twitter. Enable your customers to find relevant content in one single view regardless of its location. By taking advantage of federated search, organizations can find and display knowledge in one single interface regardless of where it is located, including the knowledgebase, other content stores and social sites.

Tip 2 – Optimize your content

Delivering knowledge everywhere is not only about offering knowledge, but offering the right knowledge at the right time. Optimizing your content is a critical step. Optimizing knowledge starts with thinking about your content in the context of the targeted audience. Knowledge should be written with the voice of the customer in mind - use your customers’ language – not company jargon.  Providing content in the context and language of the customer interaction will ensure customers find the answers they are looking for the first time. Online knowledge should be tailored to customer segments when appropriate; this will not only help to improve self-service success, but will also help improve search results. Additionally, think about utilizing a knowledge search platform that captures learning based on content relevancy and customer interaction to provide your customer with the best possible answer, while simplifying search query. 

Tip 3 – Deliver the Right Knowledge to the Right Audience, in the Right Channel

Delivering knowledge everywhere means extending your knowledge to where your customers want and need it. The modern customer is very mobile; customers are more likely to visit a website via a mobile device as their first option for support. Which means your customers will expect to be able to contact your brand through their mobile device. Putting knowledge in the hands of your customers on their mobile devices is now even more important than ever. Knowledge must be extended beyond self-service pages. Knowledge widgets and REST APIs can be used to embed knowledge where it’s needed – directly in a product, appliance, game console and mobile app. Go beyond self service pages to make knowledge accessible from any device or system your customers may be using when they need information.

Tip 4 – Empower customers

Knowledge everywhere, includes pulling as well as pushing knowledge. Leveraging your customers’ collective knowledge of your product or services can provide substantial benefits. Enable customers to discuss, rate and subscribe to answers within your knowledge. Allowing customers to provide feedback and rate your knowledge will not only help to improve the quality, but it can help to understand the value or gaps in knowledge content. Taking it one step further through customer communities, helps customers become knowledge contributors. Social knowledge learning captures collaborative interactions in the community. Connect stakeholders – such as content authors or community members – who can provide the most relevant and engaging responses. Harnessing learning’s from your community can also help to create dynamic knowledge articles for your customer facing service agents.

Tip 5 – Mind the gap; Continually improve

Knowledge everywhere is only effective if the knowledge you deliver is satisfactory and useful for your customers and agents. Keeping knowledge consistent, current, and effective throughout your organization means you never stop monitoring the quality of your knowledge. Utilize analytics reports to understand which articles have the highest and lowest deflection rate, which answers are being used most frequently, or even which answers aren’t getting viewed at all. Eliminating unused or ineffective answers will help users find the right information more quickly. Identify gaps in knowledge by assessing usage and success rates, and also by looking at customer and agent searches to understand which search queries aren’t yielding results. Once content gaps have been identified, it’s important to prioritize efforts to fill the gaps. Since it’s unlikely your knowledge base will ever be completely free of content gaps you’ll want to continually focus on addressing the highest priority gaps.

When knowledge is enabled everywhere and maintained properly, it can transform the customer experience. An excellent customer service experience means that customers get a satisfactory answer to their questions quickly and effortlessly. 89% of customers surveyed by Accenture[1] said that ‘speed of response / resolution’ was the most important aspect of customer service, regardless of the channel. Empowering your customers and agents to efficiently and easily answer questions with consistency will not only result in greater customer satisfaction, but loyalty!

[1] Accenture 2013 Global Consumer Pulse Survey

Wednesday Nov 04, 2015

Oracle Announces Knowledge-Centered Support (KCS) v5 Verification

By Nav Chakravarti, Vice President, Product Management, Oracle Knowledge Management

Oracle is pleased to announce the achievement of the latest KCS Verification v5 for Oracle Service Cloud Knowledge Foundation and Oracle Knowledge Enterprise. The Consortium for Service Innovation (CSI) has developed a KCS verification program, which is a formal process for assessing vendor tools and verifying their ability to support KCS practices. By meeting this series of functional criteria and required scenarios developed by CSI KCS experts, Oracle has successfully demonstrated both our cloud and on-premise knowledge products are enabled to support KCS best practices.

What is Knowledge-Centered Support (KCS)?

Knowledge-Centered Support is a proven knowledge management methodology developed for service and support organizations and tested by the members of the not-for-profit Consortium for Service Innovation. KCS is a rich methodology involving a set of practices for creating and maintaining knowledge in a support environment.  KCS Methodology is designed to help support organizations capture and structure knowledge in the context of customer interactions. Results include improvement in organizational efficiency, and higher customer satisfaction

How Does KCS Verification Benefit our Customers?

At Oracle we believe Knowledge Management is essential for delivering an exceptional customer experience, and increasing customer loyalty. In the contact center, access to timely information at the point of need is critical for empowered, efficient agents. On the Web, customers expect to find answers to their questions quickly and easily, when and where they need it. In order to deliver this experience knowledge must be delivered seamlessly, quickly and consistent across all channels.  The KCS methodology coupled with Oracle’s Knowledge Management products can help organizations solve incidents faster, improve time to proficiency and lower agent training costs by building organizational knowledge as a by-product of solving customer issues.

Where Can I Find More Information?

Learn more about Knowledge-Centered Support (KCS)
Learn more about Oracle Service Cloud
Follow Oracle Service Cloud on Twitter: @OracleServCloud 
Watch Video of Oracle Knowledge

KCS Implementation Guides:

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. 

Thursday Aug 29, 2013

Oracle RightNow Cloud Service August 2013 Release - Leveraging the Power of Oracle’s Best-of-Breed CX Suite! By JP Saunders

The August 2013 release of Oracle RightNow Cloud Service gets super charged by Oracle’s CX portfolio with best-of-breed commerce, automated entitlement management  and enterprise knowledge capabilities to empower people across all channels of interaction throughout the lifecycle journey with the brand.

Streamline Online Sales

Oracle RightNow Cloud Service seamlessly blends the power of commerce into its Agent Desktop to help contact center staff deliver relevant, proactive cross- and upsell offer in real time during successful customer service engagements. This powerful combination of Oracle RightNow Service Cloud and Oracle ATG Web Commerce empowers customer service professionals to rapidly identify and resolve issues within the buying and supporting lifecycle, across all channels of interactions. Customers can now get timely, relevant and consistent assistance with completing an order, adding related items to their shopping carts, upgrading or renewing services, as well as effective support with what they purchase--all from a single agent interaction in chat, social, phone, mobile or Web.

Make Complex Decisions Instantly and Consistently

This release extends the power of automating entitlement management to the Agent Desktop. With Oracle Policy Automation tools now available to service agents, they’re able to instantly get assistance with complex decisions leveraging existing contextual case data. And, those decisions will be consistent with the guidance that a customer receives through self-service on the Web. So regardless of channel or interaction choice, your customers’ service experience is not only efficient but also consistent, personalized and intuitive.

Choose the Knowledge Management Solution That Best Meets Your Customer Needs

Now any business can do what some of the World largest online brands are doing! Businesses that require the ability to connect content silos or to consistently and accurately federate knowledge across their enterprise can now power up their Oracle RightNow solution by leveraging the Oracle Knowledge adapter. The World’s leading Knowledge Management solution, Oracle Knowledge, augments Oracle RightNow Cloud Service knowledge capabilities with deeper language technologies, business intelligence analytics, more support content types, languages and more… Now available in the Oracle RightNow Agent Desktop, 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.

Sunday Jan 06, 2013

Webcast: The Right Information to the Right People at the Right Time

Live Webcast: The Right Information to the Right People at the Right Time

When your customers have questions, do they get the correct answer quickly – the first time? Can they get the right answer from your website, your agent or a fellow customer?

Well-executed knowledge management can help you get the right information to the right people at the right time, across all channels – making agents more productive, delighting your customers, and keeping costs down.

Join us for a Free Webcast on Thurs., January 17 to discover how Knowledge Management can help you:

  • Drive brand loyalty with a dramatically improved customer experience
  • Increase productivity by empowering agents with up-to-date collective insights
  • Lower service costs by reducing interaction times
  • Provide consistent multichannel service by sharing information across the enterprise

Don’t miss this opportunity to discover how you can maximize productivity, increase customer satisfaction, and reduce costs. Click on ‘Register Now’ to secure your place.

Register Now

Live Webcast:
The Right Information to the Right People at the Right Time

Date:
Thursday, January 17, 2013

Time:
11:00 a.m. PT / 2:00 p.m. ET

 

Oracle Customer Experience

For more information on Oracle's Knowledge Management solutions, please visit our website, or contact a representative at (866) 630-7669.

 

Tuesday Sep 18, 2012

Calling Knowledge Workers: Make a Difference in the User Experience

Do you consider yourself a knowledge worker? Do you have ideas of how to make CRM software work smarter so you don't have to work harder? The Oracle Middleware User Experience team will be conducting customer feedback focus groups at Oracle OpenWorld, October 1-3. All it takes is a couple of hours or less for us to learn from you. Customer participation helps Oracle develop outstanding products and solutions. Knowledge workers of all types are invited to participate: Finance, Sales, Human Resources, Marketing, Recruiters, Budget Managers, Project & Product Managers and more. To participate in these sessions you do not have to be registered for Oracle OpenWorld. If you or someone you know is interested in participating, please email muxtesting_us at oracle.com with your name, company, job title, work and mobile phone numbers with country code, and email address.

Tuesday May 01, 2012

The Call Center Expo, Seattle, May 8-9

Oracle is proud to be a Platinum sponsor of the ICMI's Annual Call Center Exposition taking place May 8-9, 2012 in Seattle, WA – "The Global Gathering for the Contact Center Community." Visit Oracle in booth #505 to learn more about Oracle RightNow Web Experience, Oracle RightNow Contact Center Experience, Oracle RightNow Social Experience and Oracle Social Network, Oracle Knowledge Management, Siebel Field Service, Siebel Warranty Management, and Desktop Virtualization.

Also, don't miss this important Oracle-led education session: YOU and the CUSTOMER – The Winners are Defined by Great Customer Experience, featuring Brian Curran, Vice President, Oracle Customer Experience Strategy, Wednesday, May 9th from 10:15 a.m. - 11:00 a.m. Brian will explain why leading companies are investing in customer experience (CX) solutions that enrich all interactions between a customer and your company. He will discuss how CRM, Service, and Commerce solutions can be combined to create a great customer experience which accelerates new customer acquisitionmaximizing customer retention, improving operational efficiency and increasing total sales.

For more information or to register for the conference please click here.

Monday Feb 27, 2012

Measuring Search Success – not as easy as you might think.

When you implement a new process, tool, environment, etc. you generally want to know that you are making things better. How you measure success can be complicated and many times inaccurate. The success of a web self service site is largely impacted by the success of the search engine you choose to deploy.

 Hopefully your main driver for building a web self help site was to provide faster more accurate and consistent solutions to your customers’ issues. A side benefit of a good wed self help site is that many calls are deflected from the contact center agents. Although it may be obvious that case deflection is occurring, putting an exact number on deflection can be difficult and dangerous.

 The below white paper gives you some insight as to how to measure the success of your search engine and how that relates to case deflection, if there is any relationship at all.

Measuring Search Success and Understanding Its Relationship to Call Deflection

Monday Feb 13, 2012

Exalogic & Exadata: The Optimal Platform for Oracle Knowledge

Increasing customer satisfaction while containing service costs in an ever more competitive landscape is critical to ensuring business success. One of the largest factors contributing to service costs is lengthy calls into the contact center. Contact center managers are constantly striving to shave seconds off of call handling times. Improving the performance with Oracle Knowledge (formerly InQuira) can reduce average call handling times while improving customer satisfaction. Improving the performance with Oracle Knowledge can also improve web-facing performance. According to Jupiter Research, 33% of dissatisfied website visitors attributed their dissatisfaction to the website being too slow.

 

Oracle’s engineered system (hardware and software optimized to work together) for Oracle Knowledge is the Exalogic Elastic Cloud and Oracle’s engineered system for the Oracle database is the Exadata Database Machine. Together, these engineered systems can improve customer satisfaction by improving the performance of Oracle Knowledge by 2x over its already industry-leading baseline performance on a traditional hardware/software stack. For an organization receiving 250,000 calls per day, that translates to $21.9m in savings per year in just contact center labor – not including the benefits of consolidation, integrated management/monitoring, and any additional top-line revenue that is gained by loyal customers who receive an excellent support experience.

 

Learn more about how Oracle Knowledge, coupled with the right platform, can lower your costs and increase your customers’ satisfaction levels.

 

Exalogic & Exadata: The Optimal Platform for Oracle Knowledge

Monday Jan 23, 2012

Cost Pressure versus Satisfaction Demand

The pressure on Service Executives today comes from both ends. You are being asked to lower your costs to help meet corporate financial goals, and customers are demanding faster, better service to help them meet their goals.

 

Although these goals seem to conflict, there are ways to do both. Knowledge Management tools have been around for a long time, but companies are getting varying levels of success. Along with the right tools, you also need to have the right vision for implementing those tools in a way that meets your financial and operational objectives.

 

Taking advantage of today’s advanced integration of industry proven solutions can help you both lower costs and improve customer service.

 

This white paper, “Lower Costs and Boost Customer Loyalty by Injecting Knowledge into CRM” will give you some of the vision and guidance needed to implement a successful operational change that will help you succeed in both internal and external arenas.  Check it out, and let us know how we can help you move forward down the path to success.

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