Thursday Apr 03, 2014

Part 2 of 6: The Art Of Easy: What Happens When Easy Goes Wrong? by David Fulton

Easy doesn't begin with Customer Service.  It begins with customer expectation. They expected easy, but it is not! They haven’t given up though because they bought your promise of easy. And now is your chance to redeem yourself by making it easy again.

Your business is relying on you. That’s a lot of pressure! So, where to start? Well, a good place to start is to recognize the relationship between what is considered ‘easy’ and the time each party is willing to invest in getting to resolution.

Valuing your customer’s time can be more valuable (to your business) than your own time, in terms of relationships, reputation, performance, acquisition and profits. Forrester Research has recognized – that valuing a customer’s time is the single most important contribution you can make to delivering a great customer experience.1

That rule applies across all touch points of course, not just Customer Self-Service

So how do we value customer’s time by making it easy with a Customer Self Service approach? One of the most common and simple approaches is to throw up a bunch of FAQs on a web page. This may be easy for your business, but in today’s complex world, it can be far from easy for your customers, particularly if those FAQs are difficult to find, awkward to read, and void of any personal relevance that makes them actionable.

What started off as a way to reduce costs by enabling your customers to self-serve answers can quickly end up costing you more. Why? Because a frustrated customer is harder to serve, solve, and soothe. When it goes wrong, it’s your job to make it easy again and get it right.

The Art of Easy is making a complex resolution process both simple for a consumer to navigate and easy for you to deliver. However, location, device, need, communication skills, online profile, preferred channels, customer value, etc., all make a 'one size fits all' approach pretty difficult to pull off. 

Satisfying both sides of the Art is Easy coin, i.e. scaling your business objectives efficiently and effectively while serving your customer’s needs, is the modern Web Self-Service Dilemma, and most businesses today are failing in the execution.  

We believe that there are five key tenets to The Art of Easy within Customer Self-Service in order to be a Modern Customer Service business:

  1. Make connecting simple – Provide choice of channel
  2. Tailor the experience - Build for device of choice
  3. Segment appropriately – Know who you are serving
  4. Understand early – Know if the customer CAN self-serve to resolve
  5. Be proactive – Engage at the right time to avoid frustration

Square peg, round channel: To address those tenets, you need a solution that provides multiple choices for customers to help themselves and get the assistance they need along the way. Having only one-way is the fast path to the exit for many, as one size doesn't fit all.

Available in any color, as long as it is black: When you can’t connect on the device of choice, you make it hard to connect. If you want to avoid frustrating costs and higher abandonment rates, you must have a solution that can be tailored to the experience of your customer’s device. You may find forgiveness if you at least look like you made an effort to provide some mobile device support, for example!

A Segment of One: While a customer may be able get around having only one device and one channel supported, only supporting one “customer” type (not anonymous) is an unmovable roadblock to the experience they need. Chances are that your business (Marketing) already has an effective simple segmentation model that isn't being leveraged in Customer Service. Once you find it, you can use a solution that builds explorative pathways to the fastest resolution based on your different customer types.

Let’s Start Again from the Top: At the height of frustration from any Customer Service Interaction is the need to repeat information, and then to have what you repeated, ignored! And don't expect the customer to tell you what you never took the time to ask in the first place. Avoid frustration by having solutions that guide customers to help you understand how best to help them and that are capable of course-correcting to the right channel.

Don’t make me angry!: Either you are bugging your customer with constant pop-up invitations to chat, or you are sitting in a back room, waiting for them to have a total melt down before you assist. Where is the balance? Every good Customer Service rep knows when to wait, when to watch and when to engage at the right time. Your online customer service technology needs to have this same well-honed arsenal of proactive intuition. Change the “CHAT NOW” to “Are you trying to xxx? I can help you with that!”

What happens when EASY goes wrong? What should happen is that you make it easy again, restoring the faith of your customers and re-establishing trust in your promise. The Oracle Service Cloud empowers your business to care, take action and succeed in your Web Customer Service initiatives and become a Modern Customer Service organization.

For more information, please visit our website.

1Understand Communication Channel Needs To Craft Your Customer Service Strategy, Kate Leggett, Forrester Research Inc, March 11, 2013


Tuesday Mar 25, 2014

Part 1 of 6: The Art of Easy: Make It Easy To Deliver Great Customer Service Experiences by JP Saunders

Modern Customer Service is helping businesses to differentiate and grow in today’s competitive market. Why? Because your success gets accelerated when you take care of the people that make you successful. Modern Customer Service is about just that, taking care of your customers, and your people that support them.  To do that, you need to make it EASY to deliver great experiences, time and time again.

Businesses that make it “look” easy, stand out, because they consistently deliver experiences so memorable that their customers feel compelled to share them. But ask any of them how they do it, and you will quickly learn that the ART of EASY really isn’t EASY at all - or we would all be doing it! The most common business challenge stems from underestimating the complexity of simplicity, which can be devastating to the customer’s experience.

EASY is an ART. And it requires a deep understanding to get the right results - understanding of your business and of your customer, which can be applied in your cultural skills. Your canvas is the combination of every engagement channel you have where the picture of your brand gets painted. Your pallet of colors is the collection of your people, knowledge and data. Your brushes are the technologies that blend all together. In order to make “EASY”, beautiful and repeatable, you need solutions that provide a paint by numbers approach.

In this six part blog series, we will help guide you in managing the complexity of your customer service business challenges, while avoiding the common pitfalls, and deliver the type of great experiences that your customers will want to share with others. Experiences that are easily repeatable by you, and hard for your competitors to replicate.  We will show you how Oracle Service Cloud empowers your business to care, take action and succeed in your Web, Contact Center, Knowledge, Policy, and Cloud customer service initiatives, to become a Modern Customer Service organization.

Monday Feb 24, 2014

Oracle Service Cloud February 2014 Release – Streamlining Great Customer Service by JP Saunders

Time REALLY is money. You’re making money or losing it. Customers will either buy from you again, or they won’t. On average, seventy-one percent of consumers surveyed agree: "Valuing my time is the most important thing a company can do to provide me with good customer service."1 So for consumers and for businesses, the "Is the juice worth the squeeze?" question comes down to how much juice (value) you deliver from how much squeeze (effort). You will pay a high cost in terms of relationships, reputation, performance and profits on slow, fragmented and inconsistent customer service.

If your organization seeks to provide great customer experiences, making your service processes faster and simpler is a good place to focus your efforts. The February 2014 release of Oracle Service Cloud provides a variety of enhancements that will help you streamline your customer experiences. Here are just a few highlights from the release.

1. Understand and Route Based on Customer Needs FASTER

Oracle Virtual Assistant Cloud Service is an online concierge made up of a combination of products designed to take complexity out of the online experiences by using human-like conversational language capabilities that truly understand human speak and predict human intent. New interface extensions in the latest release enable Virtual Assistant to draw on customer profile and interaction history, providing a more personalized experience and a streamlined dialog since it asks for data only when it is needed. The latest release is also enhanced with feedback reporting to help you understand the performance of Virtual Assistant in the service process. With the ability to drill-down to specific comments in poorly rated interactions, you can identify weaknesses and take corrective action to improve them.

2. Handle Complex Self-Service and Agent-Assisted Resolutions SMOOTHLY

For organizations seeking to automate business policies, Policy Automation provides the ability to quickly transform complex customer interactions through personalized, consistent, and transparent advice across channels. In this latest release, Policy Automation further streamlines the customer interview process for both customers and agents with new calendar controls and tabular data entry. Customer Service Agents are now better equipped to handle customer interactions with support for sub-interviews that follow the natural flow of the customer interaction. Additionally, the information captured in the interview and the results can be saved back to the incident for historical tracking purposes. And, you can expand the reach of these dynamic customer interviews to more customers with support for more languages – Danish, Norwegian, Swedish, Portuguese, Japanese, and Italian.

3. Deliver Timely Agent Assisted Responses CONSISTENTLY

In today’s world of anywhere, anytime service, customers often expect customer service agents to respond to customer issues on the spot. With Oracle Service Cloud’s Mobile Agent App, roaming customer support agents and managers can access their contact center information "on the go," increasing productivity and customer responsiveness. This latest release allows you to tailor your mobile application in order to streamline access to the information needed to resolve the customer issue. Full support for Custom Objects provides mobile access to important information that’s unique to your customer service processes. Mobile workspaces are enhanced with new controls, allowing you to embed analytics, integrate with external Websites, and display SmartSense controls in the workspaces. And, lastly, the Mobile Agent App allows agents to upload pictures from their iPhone camera and photo roll to objects that support attachments, further increasing the agents’ ability to troubleshoot and respond rapidly.

For more information on these high-value features, please watch the Oracle Service Cloud – February 2014 Release Overview video, or read the Oracle Service Cloud – February 2014 Capabilities and Benefits data sheet.

1 Source: Understand Communication Channel Needs To Craft Your Customer Service Strategy, Kate Leggett, Forrester Research Inc, March 11, 2013

Tuesday Feb 11, 2014

Four Ways to Increase Mobile Agent Productivity and Responsiveness by JP Saunders

Many customer support agents and managers spend time away from their desk supporting their customers. But, in today’s world of anytime, anywhere service, they still need to respond to customer issues on the spot. And, accessing the information they need to be responsive is often challenging due to lack of network connectivity or the clunky usability experience of accessing a desktop app on a mobile device. With Oracle Service Cloud’s Mobile Agent App, roaming customer support agents and managers can access their contact center “on the go” – increasing productivity and customer responsiveness!

Keep Informed

Service agents and managers are always connected and able to take action – whether it is on a customer issue or a contact center performance issue. They can manage service incidents, contacts, and tasks all from their mobile device. They can also view the customer’s survey history and access a list of unresolved incidents. A mobile dashboard with pie chart widgets, drill-in capabilities and filterable lists helps managers to monitor exceptions and stay on top of their contact center operations while away from their desks.

Access Knowledge

In addition to the increased ability to capture and respond rapidly while in the field, customer service agents and managers now also have access to answers from their mobile device, allowing them a way to use your knowledge base to solve customer problems both quickly and accurately.

Stay Connected Even When Offline

The Mobile Agent App’s offline cache not only allows access to information while offline, but also provides improved performance with nearly sub-second response time. Additionally, the ability to use profiles to customize lists and workspaces allows the Mobile Agent App to be tailored more specifically to your business processes and, thus, increases service agent productivity.

Delight Employees

Designed specifically for the iPad and now the iPhone, the Mobile Agent App leverages native Apple iOS native iPad capabilities and innovative usability patterns, easy navigation, and integrated apps, e.g. maps and FaceTime. This ease of use will delight employees. And, delighted employees help make delighted customers!

To view a demonstration, watch this video.  For more information on the latest enhancements for the Oracle RightNow Mobile Agent App, please watch the Oracle RightNow Cloud Service – November 2013 Release Overview or read the Oracle RightNow Cloud Service – November 2013 Capabilities and Benefits.

Wednesday Jan 22, 2014

Customer Experience is an ‘Outside In’ Job by Krassimira Iordanova

What Customers Want

As a consumer, customer experience is simple: you want to be served whenever you want, however you want (channels). You expect the company to know you and make relevant offers. If things go wrong, you expect quick fixes. You hate to repeat the same story you told the call center agent a week ago.

You also expect to be surprised in a positive way. Sometimes you really don't know what you want, but if they show you something cool, you might buy it.

For example, I remember browsing at Bungalow 8, a mind-blowing store for home furnishing in Mumbai. When I entered, they asked me "Ma'am, is there anything special you are looking for?" I said, "I'm not looking for anything in particular, but if you show me around, I might end up buying something I like." And I did.

Companies Have it ‘Inside Out’

As a company, you might have a tough time with all this customer experience stuff, because you're focused on process efficiency. Process efficiency is an ‘inside out’ view; customer experience is an ‘outside in’ view. To understand the difference, contrast most airlines’ boarding procedures (inside out) with Apple’s Genius bar (outside in). Which experience do you prefer?

A Change in Perspective

Customer Experience Journey Mapping helps you flip your perspective to ‘outside in’ so you can identify every moment of your customer’s experience, whether it is a specific interaction, or an entire relationship with your brand across touch points. As the Harvard Business Review says,

A company that manages complete journeys, would not only do its best with the individual transaction, but also seek to understand the broader reasons for… the call in the call center, address the root causes and create feedback loops to continuously improve interactions upstream and downstream..."

You can best visualize continuously improving interactions by diagramming your customer's journey across the buy and own lifecycle. This helps you see where you need to make changes. And if you deliver a great experience across this cycle, then it becomes an infinite loop where customers remain loyal because you deliver on your brand promise.

Take Action

Start cultivating an ‘outside in’ customer perspective of your organization by participating in a hands-on Journey Mapping Workshop. You will leave with practical insights you can apply right away.

Upcoming 2014 Journey Mapping Workshops:

Upcoming 2014 Journey Mapping Workshops in Europe:

Upcoming Journey Mapping Workshops in Asia-Pacific:

Find more information on journey mapping here.

Monday Jan 20, 2014

Pamper your customer's ‘Remembering Self’ by Krassimira Iordanova

A friend came back from a three-week vacation on the Maldives. Lucky guy!

"How was your vacation?" I asked.

"Great," he said. The place was just marvelous and the diving experience was phenomenal. However, the flight on the way back was horrendous. It ruined my whole vacation."

"Really?" I raised my eyebrow. "How could a nine-hour flight ruin three weeks of great vacation?"

My friend had chosen a selected piece of memory to drive how he felt about his entire experience.

To understand why, let’s look at the differences between the Experiencing self and the Remembering self, as outlined by Daniel Kahneman, Nobel laureate and founder of behavioral economics.

The Experiencing self and Remembering self 

The Experiencing self focuses on the present, which consists of a chain of moments. As Daniel Kahneman says,

"the psychological presence is set to three seconds long... so most of the experiences we have leave no trace and are completely ignored by the Remembering self. For the Remembering self, those chains of moments are lost forever, but what stays are the memories. And memories are defined by:

  • Changes
  • Significant moments
  • Endings.

 And endings are very important."

Why does this matter to Customer Experience? Because the Remembering self is the story-teller. It tells us what to keep from our experiences to create a story. That means if you have a business, you'd better address the Remembering self of your customers. Because you want to positively influence the story they will tell about you—on Facebook, Twitter, and to their friends. This matters because it will either create business value for your brand, or negatively impact it.

The Customer Experience

The customer experience is the combination of all interactions a customer has with your brand, from searching products on your website to calling a customer service agent to visiting a branch.

A customer might have a positive interaction visiting your website and chatting with an agent, but an error at checkout might cause the customer to report that "the whole experience was ruined". You might say, "Wait a second, the customer had a lot of positive experiences, only the last interaction was bad. It’s not a big deal." It is a BIG DEAL. It’s what the customer remembers—and endings matter!

That's why a consistent, positive cross-channel customer experience is one of the only sustainable advantages you have. A single bad experience can cause you to lose a customer, and all the potential customers they tell.

Key Takeaways

Experiences happen anytime, anywhere. Make sure the experiences you give customers are personalized, positive and consistent across channels.

Be there in the moments that matter most to delivering on your brand promise, and your customers will reward you with loyalty and advocacy.

Pamper your customer's Remembering self—surprise them, wow them! Last week, I received an email from Airbnb with proposed greetings cards for me to send to my hosts—all I had to do was select the design and hit send. Was I surprised? Yes! Was I wowed? Yes! Did I remember it? Yes! Did I tell my friends? Yes! My positive experience and willingness to share it with others created business value for Airbnb.

Design the story you want your customers to tell. Do that by mapping your customer’s journey with your brand, identifying all the interaction points that could leave a "memory" their Remembering self will say to themselves and others.

Start mapping your customer’s journey today by signing up for a complimentary journey mapping workshop near you.

Upcoming 2014 Journey Mapping Workshops:

 

Upcoming 2014 Journey Mapping Workshops in Europe:

Upcoming Journey Mapping Workshops in Asia-Pacific:

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.

Wednesday Nov 20, 2013

Match.com's Michele Watson Discusses Modern Customer Service

We had the opportunity to sit down with Michele Watson, senior vice president of customer care at online dating leader Match.com, where she and her team aid millions of customers across phone, web, chat, and social network channels. Michele shares her vision for customer experience (CX)—and how the Oracle Service Cloud solutions are helping her realize that vision.[Read More]

Saturday Nov 02, 2013

Webcast with Brian Griffin, Ancestry, 2013 Winner 10 Best Web Support Sites

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

Register:
http://bit.ly/1cwz4Ns

 

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.

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