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Customer service experiences for retail

Provide service support to your shoppers instantly on their preferred channel. Oracle B2C Service for retail is a suite of customer service tools that help service organizations and their agents predict customers’ needs to deliver positive service experiences when and where they want it.

Discover what Oracle B2C Service solutions can do for your retail business.

The benefits of Oracle B2C Service for retail

01Offer connected omnichannel customer service

Customers want to interact with your brand on whatever channel they choose. Deliver differentiated customer service across a wide variety of connected channels—whether its digital self-service or agent-assisted service.

Blog: 3 ways retailers can satisfy customers with stellar service experiences

02Strengthen shopper relationships

Connect all customer service touchpoints across digital, in-store, mobile app, and contact center to understand and better serve shoppers across their entire relationship with your brand.

How to connect all digital channels with the contact center

03Make customer service simple

Eliminate the distraction of difficult-to-use technologies through automation so customer service agents can focus on relationship building and delivering service at the shopper’s convenience.

See how to make customer service simple

04Adapt to evolving customer and business needs

Support the rapid and cost-effective integration of Oracle B2C Service with your various desktop/mobile applications, telephony solutions, and additional CRM and ERP systems.

Discover the features of Oracle B2C Service platform

Using a cloud-based contact center solution, Carrefour increases customer satisfaction and retention.

 

Oracle B2C Service features


Digital customer self-service

Provide a range of self-service options so your shoppers can easily help themselves—getting the answers and information they need on their preferred channel.

Explore Digital customer self-service


Customer service for your contact center

Simplify the human side of customer service by giving your contact center agents the tools they need, including unified applications, prescriptive user interfaces, and AI-assisted interactions.

Explore customer service solutions


Advanced knowledge management

Easily provide knowledge articles and answers to your shoppers across a variety of channels.

Explore advanced knowledge management


Self-service advice and guidance

Automate advice and decision-making to provide a level of service beyond what shoppers expect.

Explore self-service advice and guidance


Monitoring IoT connected assets

Monitor Internet of Things (IoT)-connected assets through your contact center. Track the location, health, and utilization of your assets—in real time—reducing overall maintenance costs.

Explore service monitoring for IoT connected assets


Live experience

Resolve issues faster with provisioned assistance capabilities and interactive tools—including voice, two-way video, screen sharing, and drawing/annotating.

Explore live experience

Deliver personalized customer experiences with Oracle Service

“Worldwide, B2C organizations supporting complex customer journeys and integration should consider Oracle for its CEC solution.”

Thought leadership

The future of customer service is digital-first service

Daniel Foppen, Director of Product Strategy, Oracle Advertising and CX

Customer service is a critical driver of the customer experience (CX) and ultimately, customer loyalty. These days, businesses compete on experiences—and they need to be superb. It’s what differentiates them from their competitors, and long-term survival depends on being able to stand out from the crowd.

Read the full blog

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