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 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.
Wednesday Apr 15, 2015
By Christine Friscic-Oracle on Apr 15, 2015
Wednesday Feb 11, 2015
Oracle Co-browse Recognized by Frost & Sullivan for Innovation and Product Leadership by Michelle Brusyo
By Tuula Fai on Feb 11, 2015
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.
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.
Tuesday Oct 21, 2014
By Tuula Fai on Oct 21, 2014
- Better service at lower cost
- Greater ease attracting and keeping customers
- Larger profits in your contact center
JP is responsible for evangelizing Oracle Customer Experience (CX) product strategyand leading its go-to-market programs. He has been helping organizations deliver better customer experiences for two decades.
Tom Cloos, Senior Director, Client Success at Oracle
Tuesday Aug 19, 2014
By Tuula Fai on Aug 19, 2014
"Mediocrity is the new horrible in customer service." — Blair McHaney, President/CEO, Gold's Gym
Almost everyone knows that customers' expectations have risen. But, after listening to two days of presentations at CRM Evolution, I think it’s more accurate to say that customers' expectations have skyrocketed. Fortunately, most companies have gotten the message and are taking their customer service to a higher level. For those who've been hesitant to 'boldly go where their customer service organization has not gone before,' take heart. I’ve got some statistics that will encourage you to take those first few steps.
Why should I change?
- By engaging customers online, ancestry.com achieved a 99.5% customer satisfaction score (CSAT) while improving retention and saving millions on greater efficiency, including a 38%-50% drop in inbound calls and emails.1
- By empowering employees to delight customers, Gold’s Gym achieved a 77.5% Net Promoter Score (NPS) and 22% customer churn rate. No small feat when you consider the industry averages are 40% NPS and 45% churn.2
- By adapting quickly to social media, brands like Verizon have benefited from social community members spending 2.5x-10x more than average customers.3
‘The fierce urgency of now’ is upon us in customer service. You can take your customer service to a higher level! To find out more, click here.
CRM Evolution Customer Service Experience Footnotes:
*Arvindh Balakrishnan, Vice President, CX and CRM Applications Business Group, Is Your Customer Service Modern?
*Blair McHaney, President/CEO, Gold's Gym, Wire Your Organization with Customer Feedback
*Becky Carroll, Associate Partner, Cloud Strategy and Solutions, IBM, The Power of Communities for Improving the Service Experience and Building Advocates
Friday Jul 11, 2014
CX Cloud Summer Soiree Friday, August 1 from 1-5 pm at the Columbia Yacht Club in Chicago by John Kariotis
By Tuula Fai on Jul 11, 2014
Many businesses are still organized and operate as they did before cloud, before social, before mobile, before big data and analytics arrived. Imagine for a moment what your business would be like if it these technologies were native to your business operations and not an afterthought.
- How would you re-envision your business model?
- How would you re-envision your infrastructure, processes, decisions and experiences?
- How would you re-envision your products and services?
Join us at the AmberLeaf and Oracle CX Summer Soiree and explore new possibilities and opportunities for your business. Gain insight from a number of current clients and thought leaders in keynotes offering unique perspectives in a unique environment.
- Oracle’s vision for Customer Experience in the Cloud
- Improving service solutions through cross-channel interactions
- Take a knowledge-driven approach to serving customer needs
- How the integrated Customer Experience Cloud service solutions complement back-office ERP operations
- Convergence of the Marketing and Service Clouds by automating how to maximize service interactions and marketing effectiveness
- How to take control of your Social Cloud to transform your service operations
- How to gain efficiency and improved returns on your CX investments
On the shores of Lake Michigan you will experience several educational and interactive discussions on the bow, on the aft deck, and on the forward deck of Columbia Yacht Club. Each session will be followed by Columbia’s Sommelier hosting a wine tasting set to the theme of ‘America Cup II’ between California and New Zealand.
We will clear the clouds by sampling different wines of each region while learning about Oracle CX solutions. Each tasting will be voted on which country had the best wine so you can determine who wins the next America’s Cup!
The Oracle CX Summer Soiree will allow you to collaborate with peers, industry leaders, Oracle experts and AmberLeaf to share ideas and stories.
Register for the AmberLeaf and Oracle CX Summer Soiree on August 1 from 1:00 – 5:00 PM CDT
Thursday Jul 10, 2014
By Tony Berk on Jul 10, 2014
Make it easy for customers to engage
Barry Lieberman is Chief Customer Care Officer at Q-See, a global leader in providing advanced surveillance solutions for homes and small businesses. In response to our topic question, Barry shared: "Modern customer service to me is offering service to the customer where they want to be serviced". Barry suggests being proactive and deliver consistent, outstanding service on every channel. [Read More]
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