Oracle Modern Best Practice—Social Listening
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
Mobile. Big Data. Social.Monitor Communication Channels
Capture customer contact via blogs, forums, and other social media. Flag incidents requiring responses.
Mobile. Analytics. Social.Match Social Profile to Customer Record
Determine service entitlement and set response time expectations.
Mobile. Analytics. Social.Identify Solution
Research both internal and external resources to respond to customer inquiries.
Mobile. Social.Respond to Complaint
Provide and apply the solution to appropriate social media channels and collect feedback.
Mobile. Analytics. Social. Big Data.Update Customer Record
Link incident to customer profile. Record feedback and comment.
Mobile. Big Data. Social.Update Knowledge
Automatically incorporate new information into knowledge repository.