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Oracle Service Serve Your Customers Anywhere

Oracle Service Serve Your Customers Anywhere. Ken Osborn CX Service Product Marketing September 2013. Agenda. Serve Your Customers Anywhere. Market Trends And Consumer Expectations The Right Solution Why Oracle Defining Customer Success. Technology Has C hanged How We Interact. 2 nd .

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Oracle Service Serve Your Customers Anywhere

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  1. Oracle ServiceServe Your Customers Anywhere Ken Osborn CX Service Product Marketing September 2013

  2. Agenda Serve Your Customers Anywhere • Market Trends And Consumer Expectations • The Right Solution • Why Oracle • Defining Customer Success

  3. Technology Has Changed How We Interact 2nd. Social Media is Of all uses for a mobile phone, making a call only ranks As of October 2012, Facebook had more than 1 Billion active users. 20% of all time spent online is spent on social platforms. (#1 online activity) 5th. Sources: Facebook 10Q, June ‘12 (Total Monthly Active Users); Comscore Datamine Study, Feb. ‘12

  4. Customers expect great experiencesTraditional and new channels must be connected Social ContactCenter Social Web Mobile ContactCenter Web Mobile

  5. Customers Have No Clear Channel Preference Web Self-Service 45% Email 40% Voice (Live) 40% Social Media 31% Mobile 25% Voice (Self- Service) 25% 20% 40% 0% 10% 30% 50% Expectations from Customers in 12 months, Percentage of Respondents, n=162 Source: Aberdeen Group, October 2012 The Missed Opportunity: Mobile Customer Service

  6. Cross-Channel Experience Is Imperative Companies Have A Strategy But No Delivery 80% 29.8% consistently serve customers in preferred channel How important is it to engage customers in their preferred channel? 5% Clear Value Unimportant 88.6% 59.1% How important is a cross-channel experience to customers 30.2% have capability IQPC Multi-channel Customer Management Executive Report, August 2013 Very Important Clear Value

  7. But Customers Have Expectations 89% Customers Who Have Switched Brands Based on Poor Customer Experience* *Source: “Global Insights on Succeeding in the Customer Experience Era,” February 2013

  8. What Do Customers Want A Personalized Experience • Access on their terms • Consistent information • A clear path to an agent • Know the facts about them • Don’t make them repeat • Access to their peers

  9. Oracle Service Delivers Cross-Channel In Store Contact Center SocialMedia Field Service Direct Sales Smartphone & Tablet Channel Sales Web Web Customer Service Knowledge Management Field Service Cross-Channel Contact Center Policy Automation Customer Data Management

  10. Oracle Cross-Channel Contact CenterServe Your Customers Anywhere In Store Contact Center SocialMedia Field Service Direct Sales Smartphone & Tablet Channel Sales Web Web Customer Service Knowledge Management Field Service Cross-Channel Contact Center Policy Automation Customer Data Management

  11. Keep Customers Engaged Engage in all channels Supporting customer preference Cross-channel Seamless customer escalation Social ContactCenter Knowledge Right, relevant answers, anywhere Social Web Agent Desktop Optimized for productivity Interaction Tracking True First Contact Reporting Mobile ContactCenter Routing Best agent, any channel Web Mobile Agility Continuously innovate service

  12. Only Oracle Provides

  13. The Proof is in the Numbers Increase Contact Center Success Retail Consumer Products High Tech Media/Entertainment Public Sector Travel & Transportation

  14. Providing You A Framework For Success Actual Customer Results Revenue Generation 25% of beauty.com chats convert to salesdrugstore.com 13.5% chats convert to sales Hautelook 21% sales conversion with chat Telecom New Zealand ROI 3,200% over 3 years Nikon 5 monthsToshiba 6 months IL Dept. of Revenue First Contact Resolution Rate 90%Travelocity (Email) 90%Vodafone 87%Virgin Media 77%Ubisoft CSAT Score/Increase 95%Ancestry.com 95%Nikon 92%eHarmony Up 11% Match.com Up 10% Overstock.com Up 10% RealNetworks Decrease in Call Times 50% Nikon 25%Overstock.com 15% drugstore.com Decreased call time by 40 seconds per callToshiba

  15. The Next Steps • Visit Oracle.com/customers for customer success stories • Take the Global CX Survey to benchmark against peers • Request a solution demo

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