Oracle Modern Best Practice—Customer Sentiment

Secure Your Brand and Resolve Issues Faster
Secure Your Brand and Resolve Issues Faster
Extend Sensor Insights Throughout Your Organization
Extend Sensor Insights Throughout Your Organization

Learn how to optimize service resolution, revenue growth, resource utilization, and efficiency.

Customer Sentiment to Preventive Maintenance

Negative customer sentiments—and their underlying issues—undermine your credibility as well as service levels. Detect issues relayed across channels—including social by applying big data and analytics. Perform remote diagnoses and repairs using the Internet of Things. Maximize the effectiveness of field personnel with data access on mobile devices. Collaborate throughout the resolution process on a secure social platform. With Oracle Modern Best Practice for Service, you can resolve issues with ultimate efficiency and maintain your strong brand image.


Analyze Customer Sentiment
Mobile. Analytics. Social. Big Data. icon Mobile. Analytics. Social. Big Data.

Analyze Customer Sentiment

Monitor negative customer sentiment on social media, web, email, phone, and text for potential product and/or service issues.


Evaluate Installed Customer Base Impact
Mobile. Analytics. Social. icon Mobile. Analytics. Social.

Evaluate Installed Customer Base Impact

Identify all customers of the products and/or services in question. Prioritize focus areas based on severity and Service Level Agreement. Notify associated service managers.


Confirm Issues
Mobile. Analytics. Social. IoT. Big Data. icon Mobile. Analytics. Social. IoT. Big Data.

Confirm Issues

Confirm asset issues by analyzing data stream from the customer devices. Check knowledge base for solution.


Perform Remote Service
Identify Solution icon Mobile. Social. IoT. Big Data.

Perform Remote Service

Schedule the remote service according to the Service Level Agreement. Confirm service timing before applying fixes. Execute service tasks and send results to the customers. Request field dispatch, if needed.



Customer Care Follow-Up
Mobile. Social icon Mobile. Social.

Customer Care Follow-Up

Update asset registry and customer records. Notify the customers of service results. As appropriate, post updates to relevant social media and other communication channels.


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