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Oracle Modern Best Practice—Social Listening

Social Listening
Get Proactive with Social Media

Social Listening to Resolution

The mobile, social, analytics, and big data capabilities built into modern best practices have enabled organizations to transform the customer service experience. Integrating social media tools into customer support enables you to respond and communicate with customers using the medium they prefer. Listen across multiple social media channels for service comments and potential issues. Route issues appropriately, respond, and proactively engage with customers. Use the following modern best practice as your roadmap to make social media part of an optimal customer service experience.

Social Customer Service Processes

  • Connect and communicate with customers through secure social channels
  • Deliver personalized customer service
  • Support mobile transactions
  • Use social media for internal and external research

Monitor Communication Channels
Monitor Communication Channels icon Mobile. Big Data. Social.

Monitor Communication Channels

Capture customer contact via blogs, forums, and other social media. Flag incidents requiring responses.

Match Social Profile to Customer Record
Match Social Profile to Customer Record icon Mobile. Analytics. Social.

Match Social Profile to Customer Record

Determine service entitlement and set response time expectations.

Identify Solution
Identify Solution icon Mobile. Analytics. Social.

Identify Solution

Research both internal and external resources to respond to customer inquiries.

Respond to Complaint
Respond to Complaint icon Mobile. Social.

Respond to Complaint

Provide and apply the solution to appropriate social media channels and collect feedback.

Update Customer Record
Update Customer Record icon Mobile. Analytics. Social. Big Data.

Update Customer Record

Link incident to customer profile. Record feedback and comment.

Update Knowledge
Update Knowledge icon Mobile. Big Data. Social.

Update Knowledge

Automatically incorporate new information into knowledge repository.

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