Customers Expect that You Consistently Deliver On Your Brand Promise

A Modern Service Perspective Knowledge Everywhere

What Drives Competitive Advantage?

Oracle solutions can accelerate your roadmap to Knowledge Everywhere. Find out more: www.oracle.com/service

But No Clear Communication Channel Preference Has Emerged

Customers Still Find It Difficult to Consistently Find the Right Answer

98% of consumers expect to be connected to someone knowledgeable

Agents Aren’t Always Equipped to Support Customer Expectations

80% of case resolution time is spent on researching the issue

60% failure rate of service carried over from the web

99% of consumers expect to get satisfactory answers

45% Web Self Service

40% Email

40% Voice (live)

31% Social Media

25% Mobile

25% Voice

(self service)

70% of searches require users to be familiar with the jargon of the website

According to consumers, Customer service agents failed to answer their questions 50% of the time.

Agent training on product knowledge becomes obsolete

after 3-6 months

Customers Still Find It Difficult to Consistently Find the Right Answer

81%

60%

21%

25%

of customers said a company could have prevented them switching

Service information continues to grow by 40-60%/year

Only 21% of companies have a single knowledge base across both customers and employees

CIOs can reduce customer support costs by 25% when a proper knowledge management discipline is in place

1.  Cross Channel Knowledge Management

2.  Semantic Search

4.  Central Enterprise Knowledge Management

3.  Natural Language Processing