Discover what 400+ VPs say about modernizing customer service. Learn their strategies to stay ahead.
Can understanding psychology improve customer service?
Can you keep up with rising consumer expectations and proliferating communication channels? You can with Oracle Service Cloud. See how.
Learn where your customer service stands in relation to 400 plus vice presidents of Service.
Discover 6 ways to empower agents and master first contact resolution.
“Oracle Service Cloud helped us achieve our main goals: boosting customer satisfaction and retention by speeding up response times and gaining visibility on the impact of services provided to our clients, leading to greater operational efficiency.”
— Dayan De Alwis, Manager – CRM and Data Solutions, Aldar Properties PJSC
“With Oracle Service Cloud, our operators have full access to real-time customer information on a single screen and can see the complete history of each case—shortening service time by 40% and improving its quality. In addition, we were able to launch successful campaigns that reduced installment default rates.”
— Francis Gonçalves, Technical Support Analyst, WPA Gestão
“With Oracle Service Cloud we have significantly improved service levels and customer experience. First contact resolution is up from 50% to 80%, customer contact time is down, agent efficiency has shot up, and our managers can make informed decisions to drive continued growth. Our FAQ section has resulted in a deflection rate of approximately 60% over the past 4 months.”
— Robert Jonker, Manager Customer Service & Quality, iBOOD.com (Silver Ocean BV)
“We acquired Oracle Service Cloud to manage and monitor calls, feedback, and provide better support to our Data Center customers. Call monitoring and analysis is crucial to us - it enables regular updates for our Network Operating Center team and key management and improves operate efficiently. In addition, the system allowed us to support some vital security certifications required of a Datacenter Service Provider.”
— Sunver Z. Bastes, President, Total Information Management Corporation
“By consolidating multi-brand FAQ content into Oracle Service Cloud, we raised self-resolution rate to 90% instead of 37% and reduced inbound calls by 20% on average. This enabled our agents to focus on providing service for customers who require telephone assistance and enhanced service quality. ”
— Hiroyuki Osawa, Senior Manager, Cloud Hosting Business Promotion Division, GMO CLOUD K.K.
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