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© 2014 Forrester Research, Inc. Reproduction Prohibited Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 1
Customers Expect Great Service With Less Effort
Customers Say
71 %
Source: Customer Experience Online Survey, 2013
valuing their TIME is the most
important thing a company can
do to provide good service
© 2014 Forrester Research, Inc. Reproduction Prohibited Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 2
Customers Are Interacting Over Many Channels
Telephoning a company and speak to an agent
Help or frequently asked questions (FAQs)
on a company’s website Sending an
email to customer service
Instant messaging/online chat with alive person
Click-to-call
Online forum or community with other customers
Screen sharing
Virtual agent
Sending mobile/SMS message to the
company requesting assistance
Contacting a company using Twitter
% 73 % 73
57 % 67 %
56 % 58 %
30 % % 43
% 33
23 % 32 %
30 %
28 %
24 %
% 11 22 %
2012 2009*
Base: US online adults who have used any customer service method in the past 12 months * US online adults who have used any customer servi ce method in the past 12 months (multiple responses accepted)
Source: North American Technographics Customer Expe rience Online Survey, Q4 2012 (US)
© 2014 Forrester Research, Inc. Reproduction Prohibited Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 3
Customers Are Crossing Engagement Channels
© 2014 Forrester Research, Inc. Reproduction Prohibited Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 4
Customers Are Deeply Mobile Enabled
BASE: 19,320 US online adults (ages 18 to 33)
*Base: 61,104 US online adults (ages 18+)
Source: North American Technographics Online Benchmark Survey (Part1), 2013
© 2014 Forrester Research, Inc. Reproduction Prohibited Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 5
Adopt A Mobile Mindset For Customer Service
Source: Accenture Global Pulse Survey, 2013
© 2014 Forrester Research, Inc. Reproduction Prohibited Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 6
Keep Customers In The Loop
Savings on carrier costs Lower costs for agents Less infrastructure
• Decreased number of calls
• Fewer incoming lines
• Reduced long distance charges
• Fewer agents
• Lower overhead & training
• Lower recruitment costs
• Fewer space requirements
• Fewer support staff
• Support for green initiatives
February 2012 “Update 2012: Proactive Outbound Notification Saves Money”
PHONE IVR SMS Social E-mail Web Chat
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Connect Knowledge Across All Touchpoints
eMail Phone Forums
SearchSocial
Self-ServiceCo-browse
ChatFeedback
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
• ENGAGE YOUR CUSTOMERS: Making it easy for your
customers to engage with your brand at anytime.
• EMPOWER YOUR EMPLOYEES: Making it easy for
your agents to consistently service the need of customers
• ADAPT YOUR BUSINESS: Making it easy to adapt
continuously to the changing needs of the business
How Do You Get There?
Track Your Maturity.
ORACLE ROADMAP TO MODERNTM
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
ORACLE ROADMAP TO MODERNTM
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Create Your Blueprint Roadmap To Modern
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
© 2014 Forrester Research, Inc. Reproduction Prohibited 15
Modern Service Cloud Vision: Service Everywhere
Engage Customers
Empower Agents
Adapt Quickly
Mobile is the Initiation Point
Extend Self-Service into Every
Channel
Make Switching Channels
Easy
Provide a complete view of Understand the Customer the
customerand their Issues
Drive Resolution ProcessPrevent the
Preventable
Eliminate Manual Get Your Customers
IntegrationInvolved
ghts reserved.
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Connected, Engaging & Personal Web Customer Service
Self-Service Pixel Perfect Support
Sites and Widgets
Mobile Self-
Service Global Device Support
Email Support Complete Email
Response Management
Integrated Knowledge Single Knowledgebase Across All
Channels
Live Chat Industry Leading Chat
& Proactive Chat
Co-Browse In Depth Agent
Assistance
Social Self-Service Leverage the Power of Customer Knowledge
Smart Engagement Guides & Troubleshooters
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
CAPABILITY HIGHLIGHTS • Optimize Agent Utilization when assigning chats
• Queue Performance by Profile Report
• Trending Reports on queue/skill traffic, performance and agent workload mix
KEY BENEFITS • Improve chat agent responsiveness and productivity by evenly distributing workload
• Better understand how traffic from a chat queue is handled by different agent groups
• Detect trends in changing skill and staffing requirements
CAPABILITY HIGHLIGHTS • Collaborate in context of an incident between
agents and subject matter experts
• Prioritize conversations by Incident severity or time to SLA
• Access collaboration through mobile devices, Outlook, and web browsers to participate in conversations
KEY BENEFITS • Get the right answer by tapping into knowledge
of experts around the company without leaving the Agent Desktop
• Focus collaborators on the most important items first
• Accelerate collaboration by extending collaboration across interfaces and devices
