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Oracle Service Cloud Benefits for you

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Oracle Service Cloud Benefits for you

  1. 1. © 2014 Forrester Research, Inc. Reproduction Prohibited Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 1 Customers Expect Great Service With Less Effort Customers Say 71% Source: Customer Experience Online Survey, 2013 valuing their TIME is themost important thing a company can do to provide good service
  2. 2. © 2014 Forrester Research, Inc. Reproduction Prohibited Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 2 Customers Are Interacting Over Many Channels Telephoning a company and speak to an agent Help or frequently asked questions (FAQs) on a company’s website Sending an email to customer service Instant messaging/online chat with alive person Click-to-call Online forum or community with other customers Screen sharing Virtual agent Sending mobile/SMS message to the company requesting assistance Contacting a company using Twitter %73 %73 57% 67% 56% 58% 30% %43 %33 23% 32% 30% 28% 24% %11 22% 2012 2009* Base: US online adults who have used any customer service method in the past 12 months * US online adults who have used any customer servi ce method in the past 12 months (multiple responses accepted) Source: North American Technographics Customer Expe rience Online Survey, Q4 2012 (US)
  3. 3. © 2014 Forrester Research, Inc. Reproduction Prohibited Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 3 Customers Are Crossing Engagement Channels
  4. 4. © 2014 Forrester Research, Inc. Reproduction Prohibited Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 4 Customers Are Deeply Mobile Enabled BASE: 19,320 US online adults (ages 18 to 33) *Base: 61,104 US online adults (ages 18+) Source: North American Technographics Online Benchmark Survey (Part1), 2013
  5. 5. © 2014 Forrester Research, Inc. Reproduction Prohibited Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 5 Adopt A Mobile Mindset For Customer Service Source: Accenture Global Pulse Survey, 2013
  6. 6. © 2014 Forrester Research, Inc. Reproduction Prohibited Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 6 Keep Customers In The Loop Savings on carrier costs Lower costs for agents Less infrastructure • Decreased number of calls • Fewer incoming lines • Reduced long distance charges • Fewer agents • Lower overhead & training • Lower recruitment costs • Fewer space requirements • Fewer support staff • Support for green initiatives February 2012 “Update 2012: Proactive Outbound Notification Saves Money” PHONE IVR SMS Social E-mail Web Chat
  7. 7. © 2014 Forrester Research, Inc. Reproduction Prohibited Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 7 Connect Knowledge Across All Touchpoints eMail Phone Forums SearchSocial Self-ServiceCo-browse ChatFeedback
  8. 8. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. • ENGAGE YOUR CUSTOMERS: Making it easy for your customers to engage with your brand at anytime. • EMPOWER YOUR EMPLOYEES: Making it easy for your agents to consistently service the need of customers • ADAPT YOUR BUSINESS: Making it easy to adapt continuously to the changing needs of the business How Do You Get There? Track Your Maturity.
  9. 9. ORACLE ROADMAP TO MODERNTM Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
  10. 10. ORACLE ROADMAP TO MODERNTM Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Create Your Blueprint Roadmap To Modern
  11. 11. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. © 2014 Forrester Research, Inc. Reproduction Prohibited 15 Modern Service Cloud Vision: Service Everywhere Engage Customers Empower Agents Adapt Quickly Mobile is the Initiation Point Extend Self-Service into Every Channel Make Switching Channels Easy Provide a complete view of Understand the Customer the customerand their Issues Drive Resolution ProcessPrevent the Preventable Eliminate Manual Get Your Customers IntegrationInvolved
  12. 12. ghts reserved.
  13. 13. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Connected, Engaging & Personal Web Customer Service Self-Service Pixel Perfect Support Sites and Widgets Mobile Self- Service Global Device Support Email Support Complete Email Response Management Integrated Knowledge Single Knowledgebase Across All Channels Live Chat Industry Leading Chat & Proactive Chat Co-Browse In Depth Agent Assistance Social Self-Service Leverage the Power of Customer Knowledge Smart Engagement Guides & Troubleshooters
  14. 14. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. CAPABILITY HIGHLIGHTS • Optimize Agent Utilization when assigning chats • Queue Performance by Profile Report • Trending Reports on queue/skill traffic, performance and agent workload mix KEY BENEFITS • Improve chat agent responsiveness and productivity by evenly distributing workload • Better understand how traffic from a chat queue is handled by different agent groups • Detect trends in changing skill and staffing requirements
  15. 15. CAPABILITY HIGHLIGHTS • Collaborate in context of an incident between agents and subject matter experts • Prioritize conversations by Incident severity or time to SLA • Access collaboration through mobile devices, Outlook, and web browsers to participate in conversations KEY BENEFITS • Get the right answer by tapping into knowledge of experts around the company without leaving the Agent Desktop • Focus collaborators on the most important items first • Accelerate collaboration by extending collaboration across interfaces and devices

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