Monday Feb 03, 2014

4 Takeaways on Modern Customer Service from CloudWorld

Oracle held CloudWorld last week in San Francisco. While there were many ideas and themes being discussed in the Customer Service track, several stood out as key differentiators for any company interested in delighting customers.[Read More]

Tuesday Dec 18, 2012

The Boston Globe Delivers Higher Satisfaction and Efficiency with Omni-Channel Support

The Boston GlobeUnify customer interactions. Improve customer satisfaction. Increase agent efficiency. Better informed business decisions.

These sound like a good set of goals for any business. Actually implementing processes to affect all of these is not necessarily easy for every business. On top of the normal challenges, throw in a rapidly changing industry and the challenge sounds daunting.

But that's exactly what The Boston Globe took on, and customers are benefiting from a much improved experience.

“We feel like we hit the bull’s eye with finding the right solution to support the growing digital environment,” said Robert Saurer, The Boston Globe's director of customer care and marketing.

Oracle's RightNow CX solutions helped The Boston Globe to manage approximately 60,000 calls each month and respond to 5,000 monthly e-mails. More importantly, Web self-service rates are exploding and the online subscriber's most preferred support channel is chat. And what about social? The Boston Globe customer support team offers the same great level of support on their Facebook page and is monitoring Twitter and YouTube too!

Read the full Customer Experience success story on The Boston Globe here.
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