Monday Jan 06, 2014

8 Predictions for Customer Service in 2014 by David Vap

Happy New Year! As we embark on 2014, I thought about the key trends that we’re seeing in the customer service business and how they impact you as well as the impact to the Oracle Service Cloud business.  Here's my 2 cents on what matters for the new year.  Feel free to put in your own 2 cents in the comments!

1. Customer Service Becomes a Boardroom Priority

We’re about 3 years into the Age of the Customer, a 20-year cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.” (Source: Forrester Research, Inc., Competitive Strategy In The Age Of The Customer, October 2013) The strong correlation between customer service, brand equity, and sales conversions is becoming conventional wisdom. And, the cross-organization initiatives that are required to deliver the best customer service require boardroom-level sponsorship. According to Joanne Causon, CEO, Institute of Customer Service, “There is a close alignment between the financial performance of an organization and its customer service…  It is about the decisions made in the boardroom. Focusing your customer service strategy across the whole of the organization, how it relates to other parts of the organization such as finance and marketing.” (Source: Institute of Customer Service)

2. Your Customers Don’t Want to Talk to You

As Gen-Y and Millennials are increasing into the demographic mix, more of your customers don’t want to talk to you. Talking on a phone is “so old school” to these generations. They prefer to serve themselves via the Web, and increasingly on a mobile device. And, when they do find that they need to talk to you, they want the transition to be easy and seamless – with the click of a button, without repeating information, no writing down a service request number, etc. 

In a recent survey conducted by Unisphere Research, “31 percent of all customer interactions today are conducted via the Web, and an additional 9 percent are conducted via the mobile Web or mobile applications… The highest concentration of Web self-service capabilities right now is in the finance/insurance (52 percent) and government/education/nonprofit (50 percent) sectors.” 

According to a blog post written by Kate Leggett, Forrester Research, “we’ve seen a 12% rise in web self-service usage, a 24% rise in chat usage, and a 25% increase in community usage for customer service in the past three years”.  Voice is still the most used service channel, but self-service channels are experiencing significant growth. (Source:  Forrester Research, Inc., Forrester’s Top 15 Trends for Customer Service in 2013, January 2013.)

3. Mobile, Mobile, Mobile

Fifty-five percent of all time spent with online retailers in June 2013 occurred on a mobile device, surpassing time spent on PCs, according to comScore, a Web and mobile measurement firm. Our own customer usage data tells us that 20% of support interactions are taking place over mobile. So, it’s no surprise that 62% of companies think mobile customer service is a competitive differentiator(Source: ICMI)  The challenge is that the mobile device mix continues to get more fragmented with the various operating systems (iOS, Android, Windows, RIM, etc.) and the device formats (tablets, mini-tablets, smart phones, etc.) And, many customers begin transactions on a mobile device and later transition to Web or assisted channels to complete a transaction. Amidst all this complexity, two things are clear:  1) providing support for the most common transactions in the mobile format that customers use is a must, and 2) ensuring a smooth transition between mobile and other support channels will become a strong differentiator against the competition.

4. Your Coffee Maker Serves Itself

Connected devices such as game consoles, TVs, appliances, personal fitness devices to name a few are expected to grow to 25 billion in 2015. (Source:  CISCO IBSG) So, your coffee maker may request its own service by going online to troubleshoot issues and download updates – without you even knowing it’s happened. 

Again, the seamless transition between support channels is a differentiator.  If the customer contacts you with an issue, the ability to link that customer to their device and access support data for the device helps your support agents provide more efficient and effective service. If they know the status of the device and what has happened, they can more easily take the appropriate corrective actions. 

Additionally, customers may want to use their device to get service without having to switch to another channel. For instance, if a customer is having a technical issue with a game, they want to be able to get service from within the game without switching to a phone, PC, or mobile device.  Providing service directly from internet-enabled devices will become a more common expectation.

5. Knowledge is Everywhere

We all know that customers have a lot of choice in who they do business with and that attention spans are very short. A substandard service experience leads to customer frustration and negative perceptions about the product as well as the company. An interruption in the buying process may mean abandonment. The end result is an increased likelihood that customers will go to a competitor next time. To address customer’s expectations that everything should be fast, easy and accessible, knowledge can’t be a separate destination, living in the support or service portal only. It needs to be woven into the entire customer lifecycle and accessible via any channel the customer chooses.  It needs to be contextual to what the customer is doing. And, it needs to leverage the collective community of experts – both inside and outside of your company. Share your knowledge everywhere so it adds value to your customers!

6. The Web Comes Alive

Given that many of your customers don’t want to talk to you, there is a need to provide them with the best possible experience on your online channels. Doing so requires the ability to answer the questions online that historically ended up in your call center, providing the ability to deliver a personalized interaction in what have been, to this point, very impersonal online interactions around knowledge. In an effort to create a more human-like interaction that can replicate the knowledge of their best service representatives and provide a more personalized Web experience, more companies will adopt a virtual assistant, an intelligent online concierge, to increase customer loyalty and reduce costs.   

7. Social Gets Real

We’re past the buzz phase and into the reality phase with social customer service. Our own customer usage data tells us that for established peer-to-peer communities, 30-40% of self-service interactions are coming through this channel, indicating that collective knowledge is becoming a significant part of solving customer issues. And, 62% of customers have already used social media for customer service issues (Source: Mashable), raising the importance of monitoring social channels and responding to issues in those channels before they become crises. But many businesses today have bolted social customer service onto their existing customer service platform. Instead, in order to best leverage social channels to achieve the greatest business benefits, organizations will need a tightly integrated social service platform that helps customers find answers they can trust--and helps the companies tune and optimize their social investments. 

8. Employee Experience Takes the Limelight

“Engaged employees work harder, stay later, and make more recommendations. You can’t create or sustain great customer experience with disengaged employees.” (Source: Bruce Temkin) While this wisdom isn’t new, 2014 will see increased focus on employee engagement in order to drive better customer experiences and company results. Relating to customer service specifically, we’ll see companies invest in more training, empowerment, and tools to make it easier for employees to deliver on great customer experiences. 

For more information, please visit our website.

Monday Nov 18, 2013

Wed, Nov. 20, 9 AM PST Educast: Oracle's Knowledge Management Roadmap

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!

Agenda Topics

  • 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

Register here

Monday Aug 12, 2013

Webcast: How Dell Leverages Big Data to Improve the Customer Experience

The Economist Intelligence Unit recently investigated how successful companies use big data to transform the customer experience. Join us for an Oracle webcast in association with Intel® to learn how top-performing organizations, including Dell Inc.’s Global Demand and CRM Center, are harnessing big data to understand better their customers and their business. The webcast is on Wednesday, August 14, 10-11 AM Pacific / 6-7 PM London.

You’ll learn how Dell leaders are:
  • Focusing on data-driven approaches to meet business objectives
  • Fostering a culture of customer insights through leadership and collaboration
  • Innovating customer interactions, marketing, and sales through automation

Tuesday Aug 06, 2013

Expand the Siebel User Experience onto the Newest Devices

A friend works for a well known financial services company that uses Siebel CRM. I asked how he likes using Siebel. He said that it works great. However, he wishes that he could use it on an iPad.  Well, I have good news for him and good news for you. Now, you can.

Learn more about how to expand the Siebel user experience in our webcast on June 15, 8:30 AM Pacific / 4:30 PM Paris CEST. While you are at it, register for future Siebel webcasts about customer service, mobile and social sales and service, and other informative topics.

Friday Jul 12, 2013

How Siebel Solves the Next Generation of Business Challenges

Keeping up with technological changes and increasing customer demands is challenging. The latest innovations in Oracle's Siebel CRM help you increase your competitive advantages. Watch this informative replay of our June Oracle Siebel CRM Webcast to discover how you can:

    • Enhance productivity and efficiency with new usability features
    • Understand your customers with new social media capabilities
    • Increase customer engagement with new mobile solutions
    • Deliver superior customer experiences

Monday Jun 10, 2013

Learn About Siebel CRM's Bright Future

Today’s customers are mobile, social, and more demanding than ever. Oracle continues to add new capabilities to Siebel CRM – helping you keep pace with rapid technological changes and growing customer expectations. Join us for the first in a new monthly webcast series to discover how the latest enhancements to Oracle’s Siebel CRM can help you:

  • Increase productivity with new features for improved usability
  • Harness social media to understand and engage your customers better
  • Service and sell via mobile solutions to meet new customer demands
  • Deliver outstanding customer experiences every single time

Register now for our live Webcast on Thursday, June 13!

Tuesday May 21, 2013

June 13 Webcast - Siebel: Solving the Next Generation of Business Challenges

Today’s customers are social, mobile, and more demanding than ever before. That’s why Oracle continues to add new capabilities to Siebel CRM – helping you keep pace with rapid technological change and growing customer expectations.

Register now for our live Webcast on Thursday, June 13 to discover how the latest enhancements to Oracle’s Siebel CRM can help you:
  • Increase productivity with new features for improved usability
  • Harness social media to understand and engage your customers better
  • Service and sell via mobile solutions to meet new customer demands
  • Deliver outstanding customer experiences every single time
Don’t miss this chance to see how you can solve the next generation of sales and service challenges!

Tuesday Apr 23, 2013

Avaya is Answering Customer Questions 82% Faster with Oracle by Nav Chakravarti

Webinar: Knowledge Centered Support (KCS) as the Key to Great Service

Date: Thursday, April 25 1 PM EDT

Register: Here

Talk about a quick reply!  Thanks to a recent deployment of Oracle Knowledge for expanded self-service capabilities AvayaAvaya 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.

OracleIn 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. 

Learn even more about the success Avaya has achieved with Oracle by reading the full case study or attending an upcoming webinar co-hosted by Avaya and Oracle on April 25 at 1:00 p.m. EDT 

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.

Friday Mar 22, 2013

Enterprise Knowledge Management = Information + Context

I was in London recently and strolled past a man in Hyde Park exclaiming, “You’ve got to have faith!” to a crowd of onlookers. A cheeky lad yelled back, “Faith? I already got that one. George Michael. Tower Records.” Even the preacher cracked a smile at the sarcastic quip.

I came away with something more profound: that the same word can have radically different meanings depending on the context.

I have spoken to several customer service companies and they all claim to have Knowledge Management (KM). But when I look more closely, what I discover are fragmented knowledge repositories siloed by channel—one for web FAQs, another for phone support, and so on. So customers get a different answer depending on which channel they engage.

If this describes your company, then beware. Customers expect you to know who they are and what they want so you can provide the right answer the first time. In fact, First Contact Resolution (FCR) is the most significant driver of customer satisfaction and knowledge management has the greatest ability to improve FCR. A recent CFI Group study found that 68% of customers who don’t have their issues resolved on first contact are at risk of defection.

On the upside, companies that resolve customers’ issues on first contact benefit from a greater share of wallet, with 94% of customers saying they will buy again from the company and 88% saying they will increase their spending (Harvard Business Review).

How do you get in the group that earns a greater share of the customer’s wallet? Simple: invest in an Enterprise Knowledge Management solution.

Only an Enterprise Knowledge Management solution gives you one consolidated source of knowledge for both agents and customers—and the context of customers' support requests so you can provide personalized, relevant and consistent answers across channels.

A good Enterprise Knowledge Management solution would be able to discern the different meanings of the word “Faith,” just as those onlookers did in Hyde Park. So it could determine whether you were searching for something religious or spiritual versus a British pop album.

That’s something no document or content management system can do because they have only information, not context.

Do your customers and yourself a favor. Invest in an Enterprise Knowledge Management solution like Oracle’s KM solutions to decrease Mean Time to Resolution and increase First Contact Resolution. Then watch your customer satisfaction and loyalty soar!

Please visit our website for more information on Oracle’s Knowledge Management solutions, or register for a CloudWorld near you.

Friday Mar 08, 2013

Right Answer, Right Time, Right Channel = Right Customer Strategy By Lynn Barnhart

How do you provide your customers with the right answers at the right time when they have a service issue?  When should you guide them to find the answers themselves and when should you step in and lead them to a call center agent for answers?  Why is any of this important?

Let’s answer the last question first.  Great customer service can be the true differentiator between you and your competitors. It is a differentiator for getting and keeping more customers.  In today’s 24/7/365 multi-channel, digital world, you have to have an integrated approach and be armed with tools and resources to resolve customer service issues quickly and efficiently.

And, you can’t just resolve the issue, you need to personalize the service and provide it through the customer’s channel of choice.  If the resolution is through an agent, that agent must have knowledge of the customer’s current issue and their relationship history with your company. That’s the only way to proactively offer the right answer to that customer. 

What are best practices for delivering the right answer at the right time?  Why not start with a guidebook from Nucleus Research with insights into enabling agents to deliver the right answer at the right time with 5 best practices for empowering your call center with a multi-channel approach . 

What results should I expect and what are other companies experiencing? Take a look at the business results from Aberdeen’s multi-channel contact center report, or how Compassion UK is increasing income 30%, or how Big Fish Games improved ROI by 1404% in 18 months.

Get free access to different tools and resources for delivering the right answer at the right time by leveraging your contact center or web self- service. 

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