Industry by Industry: Customer Engagement in Action
From utilities to retail and from travel to banking, there are benefits to be found in every industry by those looking to adopt modern engagement capabilities. Below are hypothetical use cases that illustrate how different industries could benefit.
In banking…
The banking industry is under heavy scrutiny to validate and protect customer information.
One innovative financial services company uses Oracle services to enhance client experiences, reduce the time and effort involved in interactions, and improve customer appeal to drive new account growth.
Customers can now open accounts directly from a smartphone or tablet, using video capture to provide proper identification and satisfy government regulations.
The solution couples ease of use with comprehensive security features that meet EU compliance regulations for confidential documentation and the secure management of personal data—as well as standards for authentication, reporting, and monitoring.
66% of consumers
believe their retail banking experience is enhanced by modern engagement capabilities8
In insurance…
In an effort to digitize its customer interactions, one leading European insurance company streamlined its auto insurance claims.
Policyholders now use a smartphone app to share video and data with claims agents, eliminating any form-filling and travel.
The mobile application accelerates claims handling, reduces processing expenses, and improves customer satisfaction.
78% of consumers
believe modern engagement capabilities enhance their insurance experience9
In retail…
One online wine store offers a live sommelier service to assist premium club members.
Customers can interact with the sommelier via video, voice, or live chat directly from the retailer’s storefront or mobile app.
The sommelier can then view the customers’ past purchases and preferences, answer questions, and make expert recommendations, helping the wine site improve customer loyalty and increase conversions and up-selling.
69% of consumers
believe their retail experience is enhanced by modern engagement capabilities
In travel and hospitality…
A hotel chain offers a mobile app with integral contextual communications.
Guests can interact in real time with an employee to book or modify reservations quickly and easily, without relaying or repeating information.
All relevant account and reservation data, including past visits, is automatically conveyed to the employee, who can then provide personalized and meaningful greetings.
This app helps the hotel chain boost customer satisfaction and stand out from the competition.
“Good morning Ms. Johnson. Great to see you again. I see you have a reservation at our Manhattan property this afternoon. Is there anything I can help you with?”
In utilities…
A cable TV provider uses automated troubleshooting and live support to streamline customer service.
When a customer logs on to the provider’s support page to resolve an issue, a chatbot gathers some basic information from the subscriber and initiates set-top-box diagnostics. If the diagnostics do not resolve the issue, the customer is automatically connected to a live customer service associate who can view the chatbot session log and other relevant subscriber data to resolve the issue.
This solution helps the provider improve customer service and reduce subscriber churn, while optimizing service agent productivity.
77% of consumers
believe their experience with their cable operator is enhanced by modern communication capabilities
In digital services…
A software-as-a-service (SaaS) provider uses screen sharing and annotation to improve customer support.
A user has a question about a product feature and clicks a live help button to connect to a service agent. The agent can then share and annotate screens to demonstrate the product’s full capabilities, and proper use and operation.
The solution helps the SaaS provider convert trials to sales, improve customer satisfaction and adoptions, and boost business results.
In corporate IT…
An enterprise organization adds live communications to its help-desk website to streamline troubleshooting and improve support.
An employee logs on to the site to resolve an issue with a purchasing application. After entering some background information on the issue, the employee is automatically directed to an IT expert who specializes in this area. The expert shares their screen with the employee, helping to quickly resolve the issue.
The solution boosts worker productivity and satisfaction, while increasing IT staff efficiency.
- 8 Oracle, “Modern Experiences for Connected Consumers: Creating Digital Customer Engagement, Industry Segments in Focus,” Oracle study,
oracle.com/a/ocom/docs/oracle-mobile-comms-verticals-in-focus-ipaper-v04-gd.pdf. - 9 Ibid.