Daily CX updates for the Oracle EMEA CX partner community

Latest Oracle Service Cloud Product Release Powers Impactful Community Self-Service Experiences

Richard Lefebvre
CX Partners programs Director

Today more than one in three customers prefers 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

Following Oracle’s recent Twitter-enriched social customer service announcement,
the latest release of Oracle Service Cloud and Oracle Social Cloud
continues to power positive and differentiated customer experiences. The
new functionality includes:

New Community Self-Service solution to help streamline the customer journey

  • New approach to web self-service brings community functionality directly into core Service Cloud multi-channel web experience
  • Service Cloud now enables organizations to deliver a seamless
    experience between web self-service and community interactions,
    leveraging power of customer knowledge to improve service operations
  • A customer no longer needs to separately navigate self-service and
    community sites to find an answer, instead discovering and interacting
    with both formal knowledge (knowledge base) and informal knowledge
    (community answers) in a single experience

Enhanced social service and incident routing

  • New workflow capabilities between
    Social Cloud and Service Cloud enable businesses to leverage power of
    social insights and engagements
  • Business users can now attach
    contextual attributes and notes from posts or incidents identified by
    Social Cloud directly to Service Cloud to improve service quality and
    efficiency by providing more customer information and context

Extended social listening and analytics capabilities to private data sources

  • Enhanced connectivity between Social
    Cloud and 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 view private and public data side
    by side in the Oracle SRM.

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 entitled
“Nine CRM Projects to Do Right Now for Customer Service,” Michael Maoz,
Vice President, Distinguished Analyst, Gartner, writes, “Gartner clients
who are successful in this space are still seeing on average of 20%
reduction in the creation of support tickets following the introduction
of peer-to-peer communities.” Maoz goes on to say, “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 about this leading social customer service product, read the news release and check out the VentureBeat profile!

By David Vap (Oracle GVP Service Cloud) 

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