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.
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.
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.
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.
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.
Advanced knowledge management
Easily provide knowledge articles and answers to your shoppers across a variety of channels.
Self-service advice and guidance
Automate advice and decision-making to provide a level of service beyond what shoppers expect.
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.
Live experience
Resolve issues faster with provisioned assistance capabilities and interactive tools—including voice, two-way video, screen sharing, and drawing/annotating.
Deliver personalized customer experiences with Oracle Service
“Worldwide, B2C organizations supporting complex customer journeys and integration should consider Oracle for its CEC solution.”
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.
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