Thursday Aug 27, 2015

Latest Oracle Field Service Cloud Release: Improving the User Experience to Enhance Service

Delivering an exceptional customer experience is critical to the success of any organization. For organizations sending field service resources to customers' homes and businesses to deliver products or perform services, empowering those resources can help ensure a better experience for the end customer. Oracle Field Service Cloud's latest release includes product enhancements that help organizations empower their field resources and enhance their experience in using the solution. 

[Read More]

Tuesday Aug 25, 2015

Five Lessons Learned at CRM Evolution

Check out what Meg Bear, group vice president, Oracle Social Cloud experienced last week while attending the 2015 CRM Evolution conference in New York.  Read more here about how the customer experience, engagement, and service conversations are evolving as well as how customer service is becoming the new marketing!

Monday Aug 17, 2015

Latest Oracle Release Helps Brands Power Positive Social Service Experiences by Stephen Fioretti

Today more than one in three customers prefer to contact brands through social channels rather than by phone or email (Nielsen), and the distinction between social and traditional channels is eroding. To deliver the best possible customer experience across traditional and digital channels, customer care organizations need to provide a positive and unified experience where and when customers want, whether they are on Twitter, Facebook, peer to peer communities or other social networks. Through a connected and fluid customer experience across engagements, organizations can establish a competitive advantage!

Coming on the heels of Oracle’s recent Twitter-enriched social customer service solution announcement, the latest release of Oracle Service Cloud and Oracle Social Cloud continues to power that positive and differentiated customer experience.  The new functionality helps brands deliver competitive social service experiences, increase social engagement and gain valuable business insights along the way through:

New Community Self-Service Solution

  • A new approach to web self-service that brings community functionality directly into the core Oracle Service Cloud multi-channel web experience.
  • Customers no longer have to separately navigate self-service and community sites to find an answer; instead they can interact with formal knowledge (Knowledge Base) and customer knowledge (community answers) in a single experience.
  • Helps streamline the customer journey, enabling customers to quickly find answers, and driving efficiencies by reducing contact center requests.
  • Makes it easy for companies to launch and maintain a customer community as a native part of the web customer service solution.

Enhanced Social Service and Incident Routing

  • New workflow capabilities between Oracle Social Cloud and Oracle Service Cloud enable organizations to leverage the power of social insights and engagements.
  • Business users can now attach contextual attributes and notes from posts or incidents identified by Oracle Social Cloud directly to Oracle Service Cloud.
  • Helps improve service quality and efficiency by providing more customer information and context.
  • Enables business users to accurately route social posts to the best skilled agents by topic and improve resolution time as social posts are shared with the appropriate agents quickly.

Extended Social Listening and Analytics Capabilities to Private Data Sources

  • Enhanced connectivity between Oracle Social Cloud and Oracle Service Cloud has also extended social listening and analytics to enterprise private-data sources such as the new Community Self Service capability, survey data and chat and call logs.
  • Organizations can now listen and analyze unstructured data and gain insights with terms, themes, sentiment and customer metrics, and can view private and public data side by side in the Oracle Social Cloud Relationship Management dashboard.

Don’t just take our word regarding these exciting new social service developments.  According to Gartner, investment in Peer-to-Peer Communities drives support costs down and boosts profits. In fact, in a December 2014 Gartner research note, Nine CRM Projects to Do Right Now for Customer Service, “Gartner clients who are successful in this space are still seeing on average a 20% reduction in the creation of support tickets following the introduction of peer-to-peer communities,” wrote, Michael Maoz, Vice President, Distinguished Analyst, Gartner, “Clients are seeing other business benefits as well. By enabling community-based support, clients have been able to recognize new sales opportunities and increase existing customer satisfaction, resulting in increased revenue in several of these cases.”

For more information regarding Oracle Service Cloud and Oracle Social Cloud’s latest product announcement click here, check out this interesting VentureBeat article or visit us at CRM Evolution, August 17th-19th at the Marriott Marquis in New York City!

Wednesday Aug 05, 2015

Join the Oracle Customer Experience Team at CRM Evolution 2015 by Chaundera Wolfe

It's that exciting time of year again, where we get to connect with like-minded customer experience enthusiasts at one of the industry’s leading events: CRM Evolution. With the New York City Theater District in the background, this event is a great opportunity to talk about the latest trends in customer experience, service, social, mobile, Internet of Things (IoT) and more. Innovative brands such as iRobot, The Golden State Warriors and thought leaders like Michael Krigsman, @mkrigsman (CXO Talk) and @Brian Vellmure (Value Creator) are able to come together and chat about the future customer experience landscape in a live and engaging format.

Please come by and visit the Oracle Customer Experience team at the New York Marriott Marquis August 17-19 during the CRM Evolution 2015 or Customer Service Experience conferences. We always appreciate the opportunity to talk about current customer engagement challenges as well as innovative solutions. And join our discussion Tuesday, August 18th at 3:00 p.m. ET on how to “Accelerate Success with Modern Service” with Stephen Fioretti of Oracle Service Cloud.

If you are not going to be attending this year’s event, or you happen to miss a keynote speaker, don’t worry. The Oracle Social Cloud team is going to be sharing all the latest and greatest insights and speaker nuggets during the event from their Social Intelligence Center, and also across social channels like @OracleSocial, @OracleServCloud. Please do reach out with your favorite CRM Evolution moments, pressing questions, and just plain fun photos of yourself enjoying the conference. Hope to see you all there!

Wednesday Jul 29, 2015

The Connected Field Service Workforce: Past, Present and Future

Face-to-face customer interaction is the best opportunity to build loyalty, immediately address concerns, collect customer feedback and even upsell new services or products. And often, the only employee to ever engage with customers face-to-face at their homes or businesses is the resource sent to provide field services. Whether that person is performing equipment maintenance, delivering a product, or connecting a customer to a new service, it’s vital that field resources arrive at customer appointments with all the tools and information needed to complete jobs correctly the first time, every time. Only field resources that are truly “connected” have the tools to drive an exceptional level of customer engagement. So how can you achieve this level of connectivity within your field service operations? [Read More]

Wednesday Jul 22, 2015

5 Steps to Providing Exceptional Multilingual Customer Support

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?

  1. Review your current CRM or Customer Experience (CX) platform, such as the Oracle Service Cloud, and make sure it can support your multilingual support needs.

  2. 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 support translation.

  3. 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.

  4. Share a translated glossary of key terms across the company so that as new languages are added key terms can be instantly translated.

  5. 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

T-Mobile Netherlands Humanizes Customer Experience

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 08, 2015

Transform Modern Customer Service Trends and Challenges into Opportunities by Stephen Fioretti

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.

Wednesday Apr 15, 2015

The Road to Modern Field Operations at Field Service USA 2015

It's that time of year again, when hundreds of field service professionals venture to Palm Springs to share their experiences and expertise with peers at Field Service USA. Learn more about Oracle Service Cloud's presence at the event! [Read More]

Wednesday Feb 11, 2015

Oracle Co-browse Recognized by Frost & Sullivan for Innovation and Product Leadership by Michelle Brusyo

On January 14, 2015, Frost & Sullivan presented the Oracle Co-browse team with the 2014 North American Co-browsing Applications Product Leadership Award at an awards gala closing out the Innovate the Way You Innovate event in San Diego, CA.

Accepting the award on behalf of Oracle, Igor Khalatian remarked that 2014 was an exciting year for co-browse technology. LiveLOOK, the company he founded in 2008, was acquired by Oracle with co-browse becoming an important feature of the Oracle Service Cloud solution. The product itself was re-imagined, completely changing the way that businesses can provide live help to online and mobile customers. Oracle Co-browse was designed to be fast and easy-to-use, while addressing the privacy and security concerns of enterprise organizations and supporting the wide range of evolving use cases for screen sharing during a service interaction. The ability to securely co-browse any combination of web, mobile and desktop content is unique to Oracle Co-browse, as is its ability to handle any type of rich web media, including responsive design. This feature, called TrueView, is one of the main reasons Frost & Sullivan recognized Oracle as the leader in co-browsing technology.  

Frost & Sullivan Research Analyst Ben Gresham noted in a February 11 announcement that, “Oracle Co-browse addressed the challenge of exactly replicating views with the TrueView feature. This solution presents agents with the actual views of the customers’ screens as they have it configured at their end. This is a huge improvement over screen-sharing and regular HTML-based co-browsing solutions because if the customers change display settings, the alterations are transferred to the agents in real time.” 

It is exciting to receive this award from Frost & Sullivan, validating that Oracle’s Co-browse solution is meeting an important business need to provide efficient, personalized service to online and mobile customers.  

If you’re looking for more information about how Oracle Co-browse compares to screen sharing and HTML-based co-browsing solutions, this outline goes through the differences in detail. Also check out the full report from Frost & Sullivan outlining the industry challenges that the Oracle Service Cloud addresses with its leading Co-browse solution here.  

Scott Seebauer, Michelle Brusyo and Igor Khalatian of Oracle accept the Frost & Sullivan award for innovation in co-browse technology January 14, 2015.

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