Oracle Service Cloud makes it possible for you to better understand your customers and quickly deliver the right answers at the right time through preferred service channels and devices.
Whether you need to deliver web customer service, enable a cross-channel contact center, provide fast service in the field, connect silos, or adhere to policies and regulations, Oracle Service Cloud makes it easy for customers to engage with your brand; your employees to serve customers; and your organization to adapt to changing business needs.
Leveraging Oracle RightNow technologies, Oracle Service Cloud provides a complete customer service solution where you can:
According to Forrester Research, an investment in customer service technology is the second-most important investment companies are making in 2014 (after sales). It’s no wonder—today’s customers want to quickly find the information they need using whatever channel is most convenient. Oracle CEO Mark Hurd recently pointed out that this customer expectation will continue to grow as millennials’ use of technology makes them more powerful and knowledgeable—and less patient.
Providing information through a range of channels is key for Beachbody, a fast-growing fitness company, which uses Oracle Service Cloud to provide consistent, accurate answers to some 20,000 daily inquiries from customers and coaches.
Another critical factor of service is making it easy for service agents to do their jobs. LexisNexis Risk Solutions uses Oracle Service Cloud to handle the majority of its customer interactions. “The mobile factor is really the key to keeping [the agents] connected,” says Joshua Turner, director of customer operations, LexisNexis Risk Solutions, Business and Government Services. “The agents love it; it works well. It gives them the flexibility they need, and allows them to focus in on one tool and not worry about 15 different interfaces they have to figure out how to make work together.”
Oracle Service Cloud is a leader in the Forrester Wave: Customer Service Solutions for Small and Midsize Teams, Q2 2014 and also in the Forrester Wave: Customer Service Solutions for Enterprise Organizations, Q2 2014.