By Christine Friscic-Oracle on Aug 17, 2015
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!