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Oracle has unveiled significant new functionality within Oracle Service Cloud and Oracle Social Cloud that helps organisations deliver better customer experience and drive more informed business decisions.

The new social customer service capabilities enable brands to increase social engagement and business insights via a new community self-service solution, enhanced social service and incident routing, and extended social listening and analytics capabilities to private data sources.

According to Nielsen more than one in three customers prefer to contact brands through social channels rather than by phone or email and the distinction between social and traditional channels is eroding. To deliver the best possible customer experience across this expanding range of traditional and digital channels, customer care organisations need to provide a positive and unified experience where and when customers want, whether they are on Twitter, Facebook, customer communities or other social networks. Through a unified and modern customer experience across channels, organisations establish a competitive advantage.

The latest release of Oracle Service Cloud includes Community Self-Service, a new approach to web self-service that brings community functionality directly into the core multi-channel web experience. Oracle Service Cloud now enables organisations to deliver a seamless experience between web service and community interactions, leveraging the power of customer knowledge to improve service operations. This helps organisations streamline the customer journey and lets customers quickly find an answer, while also driving efficiencies by reducing the overall requests to the contact centre.

Gartner’s research indicates that investment in Peer-to-Peer Communities drives support costs down and boosts profits. In fact, in a December 2014 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 recognise new sales opportunities and increase existing customer satisfaction, resulting in increased revenue in several of these cases.”

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