Oracle Service Cloud helps you professionalise and optimise your service processes. As one of the most advanced Service solutions in the world, it supports all possible channels and allows you to integrate your contact centre, your web self-service, your social media channels and your field service processes. A unique feature of Oracle Service Cloud is its exhaustive knowledge management component, which ensures your customer always gets the right answer, regardless of their preferred channel. It allows you to help your customer better but it also saves costs!
Cross channel contact center
The days when contact centres were only accessible by phone during office hours is long behind us. Customers now expect to be able to reach you at all times through a variety of channels. Over the phone, of course, but also on Facebook, Twitter, WhatsApp and any new platforms that will undoubtedly emerge in the future. We help you to be where your customers are and make it as easy as possible for your agents to do their job well.
Web self service
Help your customers find answers to their questions quickly and easily. After all, they don’t really have the time or inclination to pick up the phone or send you an email. They’d rather sort things out online themselves. Where necessary, you can provide extra support through a live chat or co-browsing functionality. Your customer is happy to be helped so quickly and you’re happy because there’s much less traffic to your contact centre. And your CFO will be happy with the cost savings, of course.
When your Knowledge Management is up to scratch, it’s easy for you to quickly find the right answers to your customers’ questions. You can make significant gains here, especially when the content of the questions becomes more complex. Not only is it a basic requirement for an effective self-service portal, it’s also a tremendous help in training new people in your contact centre. You’ll find that staff turnover or peak periods are no longer that big an issue.