Descubra lo que más de 400 vicepresidentes dicen sobre la modernización del servicio al cliente. Aprenda sus estrategias para mantenerse a la vanguardia.
¿Comprender la psicología puede mejorar el servicio al cliente?
¿Puede mantenerse a la par de las crecientes expectativas de los consumidores y los múltiples canales de comunicación? Es posible con Oracle Service Cloud. Vea cómo.
Descubra la posición del servicio al cliente de su empresa en relación con más de 400 vicepresidentes de servicio.
Descubra 6 maneras de fortalecer a los agentes y dominar la resolución al primer contacto.
“Previously, we managed our customer’s lifecycle on multiple systems that were not customizable to our needs. With Oracle Service Cloud, we have a single platform that is highly visible and customizable to move at the speed our business demands. We continue to expand the solution to form an integrated engine that provides actionable insight towards critical decision-making.”
— Sundeep MV, Chief Marketing Officer, IIHT
“Oracle Field Service Cloud Service provided us with the right tools to leave inefficient spreadsheets behind and automate on-site customer visit scheduling and management procedures. We now measure technicians’ activities in real time, which has helped us cut costs and drop response times while increasing customer satisfaction.”
— Elizabeth Martínez Natale, Project Implementation Manager, DIRECTV Colombia
“Since implementing Oracle Service Cloud, our social media engagement and customer response times have improved dramatically. It’s helping us provide a better service for customers that will also deliver long-term economic benefits for Kenya.”
— Grace Wandera, Deputy Commissioner, Marketing & Communication, Kenya Revenue Authority
“With Oracle Service Cloud, we improved our digital channels by eliminating the collection of noisy data. This reduced manual data processing while improving efficiency and enhancing the quality of our customer service. This all resulted in a superior customer experience. ”
— Yefei Ni, Deputy Manager, Customer Service, Yamaha Musical Instrument (China) Investment Co., Ltd.
“Our FAQ portal took time and labor to update and manage, and we could not easily change the analysis type or target department, since we were using Excel. With the introduction of Oracle Service Cloud, we can add new analyzes easily, and we aim to increase inflows to web and to reduce the volume of inquiries.”
— Takeshi Hamamatsu, CEO, Transible Inc.
“By replacing our FAQ system, OZmall, with Oracle Service Cloud, we optimized contents for smartphones and increased the production of question items. As a result, users' self-solve rate was promoted, and the number of inquiries was greatly reduced.”
— Yoshiteru Nakamura, Senior Manager, CS Promotion Group, Administration Department, Starts Publishing Corporation
“We successfully built a unified, omnichannel customer service platform with Oracle Service Cloud. Customers rapidly started engaging with the platform through WeChat, online chat, email, phone, and our self-service customer system. Plus, we ended up with a comprehensive multimedia knowledge base.”
— Shalen Lee, Customer Services Director, Tiens Group
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