Whether you need to lower the cost of doing business, grow revenue, or provide a more satisfying customer experience, Oracle Live Help Chat On Demand is a cross-channel, interactive live help service that lets site visitors communicate with agents for assistance with research, making a purchase, or obtaining service. Delivered as software as a service (SaaS), Oracle Live Help Chat On Demand offers the best-in-class integrated solution for optimizing live, online customer service. Online chat is the preferred customer service option for simpler queries, such as those about order status, promotional information, shipping options or less expensive services.
Engage Buyers at the Point of Need
Oracle's Live Help On Demand allows organizations to optimize the online customer service experience and deliver a chat interaction. It uses intelligent business rules to proactively deliver live assistance at the right time and through the right channel for every customer – helping you provide customer service that makes you stand out from the crowd.
Oracle's Click To Chat solution enables you to increase average sale and reduce shopping cart abandonment. Click To Chat helps you:
Lift online sales, reduce shopping cart abandonment, and increase conversion rates by identifying and proactively engaging at-risk buyers
Improve customer satisfaction and lifetime value through online customer service and up-selling
Slash customer support costs by increasing agent productivity and first contact resolution
Dynamic Self-Service Rules Engine—control precisely when, where, how, and for whom a chat invitation appears. Automatically target visitors based on which pages they have visited, how long they remained on a page, where they came from, which keyword they used to find you, and whether they have previously transacted on your site. Chat rules can easily be adjusted by a business user in real time, 24/7, without changing Website code.
Intelligent Queuing And Routing—improve sales, customer satisfaction, and contact center productivity by intelligently routing each chat inquiry to the best available sales or service agents.
Unified Multisite Architecture—share commerce and personalization resources, including content and components, between e-commerce sites
Live Context—dynamically capture and pass the chatter's live context (online behavior, Web pages viewed, products in cart) and match it with live CRM data to shorten and personalize chat interactions, improve sales, and enable actionable reporting and analytics.
Transfer And Escalate—transfer chats to other agents or departments or escalate an interaction from e-mail to chat to voice.