Besser: Customer Care. Modern Customer Service in the Cloud Solution Overview. DOAG 2014 ( /Berlin) Oracle CRM Service in the Cloud

Transcription

1 Modern Customer Service in the Cloud Solution Overview Customer Experience Besser: Customer Care. Mobile:

2 Was ist Service? Definition: Kundendienst bzw. Service (Wikipedia) organisatorische Einheit (Abteilung) eines Unternehmens zum Kunden Service als Leistung/Dienst dieser Abteilung/Gesamtunternehmens für Kunden über die ohnehin erbrachten Hauptleistungen hinausgehend entgeltlich oder unentgeltlich Zusatzleistungen können aus Waren (z. B. Proben, Zugaben), Dienstleistungen (z. B. Montagehilfen, Hauszustellung) und Rechten (z. B. Umtauschrecht, Parkplatzbenutzung) bestehen Aus handelspsychologischer Sicht besonders interessant sind überraschende, vom Kunden nicht erwartete Serviceformen Kundenservice dient als wichtiges profilbildendes Instrument (im/für Marketing), verstärkt Kundenloyalität und initiiert neue Leads (Weiterempfehlungen) Mobile:

3 Service als wichtige Komponente im Customer Lifecycle (Customers Journey) Reward Me Represent Me Serve MY Needs Minimize The Risk Earn My Trust, Make It Easy Give Me More Value Engage Me Be Consistent Be Transparent Mobile:

4 Und jetzt? 2014: Customer and Partner. Step 1: Self-Service. 24/7. Search-and-Find. Mobilität. Ubiquität. Step 2 Assisted Self-Service. Support, ergänzende Services. Step 3: Service-Center. Mobile:

5 Beispiel: Kunden Achieve Sustainable Growth & Profit ACQUISITION (INCREASE REVENUE) RETENTION (STRENGTHEN RELATIONSHIPS) EFFICIENCY (LOWER EFFORT) INCREASE OPPORTUNITIES INCREASE SATISFACTION INCREASE PRODUCTIVITY IMPROVE CONVERSIONS IMPROVE LOYALTY IMPROVE SELF SERVICE DRIVE MORE SALES DRIVE HIGHER ADVOCACY DECREASE OPERATION COSTS Mobile:

6 Some Thing s Have Changed Forever Channels, Devices, Technologies & Behaviors Empowered Customers Digital is Humanized 1980s 1990s 2000s 2010s WHAT S NEXT Knowledge Everywhere Internet of Things Harder To Differentiate, Compete & Win Mobile as Primary Channel Cross-Channel Service Modern Customer Service Imperative Change as fast as your customers do 98% only 60% 29% of customers move between devices in the same day. 52% use 3 to 4 channels. Can you serve them? of your customer service agents will recommend your company. Employees who deal directly with customers are the least engaged Are they empowered? say inflexible technology prevents adapting to new ways of doing business. How fast can you change? Sources: Google The New Multi-Screen World, Ovum Optimizing Customer Service in a Multi-Channel World, Oracle CX Survey, Mobile:

7 More Channels, More Choice, More Access Most Customers Cross Many Channels 75% of consumers use 3 or more channels 25% of consumers use less than 3 channels 1 channel 2 channels 3 channels 4 channels 5 or more channels *Source: Ovum What Customers Expect Has Evolved And Someone Will Deliver On Every Channel Access on their terms Consistent information A clear path to an agent Know the facts about them Don t make them repeat Access to their peers Mobile:

8 Become A Modern Customer Service Organization Engage Customers Empower Employees 1 2 Make it easy for customers to engage with your brand Modern Customer Service Make it easy to serve customers 3 Adapt Quickly Easily adapt to the changing needs of your business Beispiel. Zwei Kundenanfragen pro Jahr. 900 Anfragen/Tag. Mobile:

9 Oracle CX Portfolio ORACLE MARKETING CLOUD ORACLE COMMERCE CLOUD ORACLE SERVICE CLOUD ORACLE SALES CLOUD ORACLE SOCIAL CLOUD Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Service Cloud Platform Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Service Cloud Platform Mobile:

10 Connected, Engaging & Personal Web Customer Service Self-Service Pixel Perfect Support Sites and W idgets Mobile Self-Service Global Device Support Virtual Assistant Next Generation Self- Service 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 Support Complete Response Management Industry Leading Self-Service Web Customer Service Web & Mobile Self-Service Virtual Assistant Social Self-Service Live Chat & Co-Browse Support Smart Engagement Flexible Self-Service From support sites to widgets, deliver knowledge where it s needed most Pixel Perfect Branding Match the look and feel of your brand with ease Mobile Customer Service Deliver self-service on mobile devices around the globe Integrated Assisted Service Provide access to live help when your customers need it Mobile:

11 The Power of Customer Knowledge Web Customer Service Web & Mobile Self-Service Virtual Assistant Social Self-Service Live Chat & Co-Browse Support Smart Engagement Self-Service for Facebook Connect and engage with your customers in the web s largest community Community Create a community where customers can help each other Moderate and identify best answers Add ideation community spaces where customers can share ideas for new products & services Live Agent Assistance Web Customer Service Web & Mobile Self-Service Virtual Assistant Social Self-Service Live Chat & Co-Browse Support Smart Engagement Live Chat Augment self-service with live agent assistance Deliver via web & mobile Commerce ready (PCI Compliant) Proactive Engagement Leverage real time behavior & customer history to determine when to invite customers to chat Co-Browse Enable agents to co-browse with customers when needed Mobile:

12 Beispiel Live Chat Hier klicken: Oracle Service Cloud Intelligent Assistance Web Customer Service Web & Mobile Self-Service Virtual Assistant Social Self-Service Live Chat & Co-Browse Support Smart Engagement Guided Assistance Provide step-by-step troubleshooting Create guides quickly and easily SmartAssistant Recommend the best answer based on a customer question Reduce inbound escalations by up to 30% Intelligent Routing Leverage real time behavior and agent skills to match the right agent with the right customer Mobile:

13 Beispiel 900 Anfragen/Tag 15% Self Service. 750 Inbound Calls Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Service Cloud Platform Mobile:

14 Adaptable, Unified, Empowering Contact Center Unified Desktop Integrate Applications to a Single Desktop Mobile Desktop Anywhere, Anytime Case Management Intelligent Queuing & Routing, Escalation & Responses Integrated Knowledge Single Knowledgebase Across All Channels Analytics Role Based Reports & Dashboards Guided Resolution Interaction W orkflow & Agent Scripting Social Engagement Social Customer Profiles & Monitoring Telephony Control Media Control Toolbar & Screen Pop Customer Engagement Customer Feedback & Proactive Communications Multi-Channel Case Management Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Case Management Manage cases across channels Capture & track key case information Use agent productivity tools such as standard text to reduce handle times Accounts & Contacts Keep key account & contact information up to date Track asset ownership and detailed product configurations by customer Contracts & SLAs Define and track customer contracts and SLAs Ensure SLA adherence and track organizational performance Mobile:

15 The Contextual Desktop Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Contextual Workspaces Simplify workspaces to show only what s needed during an interaction Guide agents through each step of a process Interaction Workflow Save time and improve quality by automating tasks Agent Scripting Leverage scripting to turn every agent into your best agent Improve agent performance in high turnover environments Customer Communications & Feedback Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Proactive Communications Schedule and trigger customer communications & newsletters Segment customers based on value, behavior and interests Track responses, clicks, and understand deliverability Voice of the Customer Capture & track valuable customer feedback and satisfaction Design & create surveys to be delivered across multiple channels Automate next steps and follow-ups Mobile:

16 Business & Customer Insights Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Role-Based Dashboards Leverage 1000 prebuilt best practice reports & dashboards Tailored for agents, managers and executives Designers for Business Users Drag and drop to create custom reports & dashboards with ease Control report access through profiles In-Context Analytics Slice, filter and drill into data directly in application views and lists Single Platform, Highly Configurable Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Unify Your Applications Eliminate swivel integration Leverage key integration technology to bring applications together Integrate behind the firewall when necessary Unified Agent Desktop reduces call handling time from 13 minutes to 4 minutes. Mobile:

17 Un-tether from the Contact Center Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Rapid Resolution Respond anywhere, anytime Optimized layout & gestures Dedicated mobile app for ios (Android coming soon) Not Just For Agents Leverage experts outside the contact center, roaming & at-home agents Provide managers with instant insight into operations Design Once No need to rework views for mobile devices including custom workspaces Beispiel 750 Inbound Calls call time 6-12min. min. 75h/Tag. Mobile:

18 Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Service Cloud Platform Intelligent, Insightful, Everywhere Knowledge Management Content Authoring Creation W orkflow, Versioning & Security Search Context Sensitive & Self-Learning Guided Knowledge Context Driven Guides & Troubleshooters Social Knowledge Combine Company Knowledge W ith Community Knowledge Analytics KPIs, Usage & Effectiveness Authoring Collaboration Peer-Assisted Answer Creation Integrated Knowledge Single Knowledgebase Across All Channels & Oracle CX Smart Assistant Best Answer Suggestions Knowledge Everywhere APIs to Deliver Knowledge W here It s Needed Mobile:

19 Beispiel mit Oralce Service Cloud: + Self-Service: 50% (15%) - Weniger Calls: 450 (750) - Kürzere Calls: 4min (6min) Mobile:

20 Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Service Cloud Platform Dynamic, Compliant & Transparent Policy Automation Dynamic Interviews Personalized Advice and Decision Explanations Rule Modeling Model, Share & Update Policy Rules Compliance Management Policy Auditing & Decision Tracking Policy Lifecycle Change Management & Deployment History Integration Services Integration APIs & Mobile Deployment Policy Analytics W hat-if Analysis & Reporting Mobile:

21 Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Service Cloud Platform Service Cloud Platform Agent Experience Design Configure the Desktop to Improve Agent Effectiveness Extensibility Extend Applications to Meet Business Needs Integration Open, Standards-Based Integration Technologies Customer Experience Design Ensure Brand Consistency Across Channels Cloud Delivery Secure, Reliable, Redundant Global Scale 34 Languages 9 Hosting Centers Site & Operations Management Monitor, Test & Control Connected CX Suite Sales, Marketing, Commerce, Social Mobile:

22 Oracle Applications. Best-of-breed vom Cloud-Experten. Oracle s Cloud Leadership 21,500,000+ End Cloud Users 10,000+ Cloud Enterprise Customers Cloud Customers in 180+ Countries 34 Languages 2,100+ Cloud CX Customers 13 Global Data Centers +2 Germany 2+ Billion Cloud Transactions per Day Mobile:

23 Proven Customer Success Retail Communications High Tech 58% of inquiries (1M) via Web 25% of chats become sales <6 mos. launched cross-channel 2 days to hours for response 75% service inquiries from chat 80% higher than service levels Financial Services Travel & Hospitality Public Sector 15-20% decrease in training time 45% drop in inbound calls 40 sites near real-time updates 90% FCR / 10% deflection Cut chat time by 25% Reduced volume by 10% More Industries In More Countries Than Any Vendor Communications Financial Svcs Consumer Goods Public Sector High Tech Media/Entertainmt Higher Education Travel & Transport Retail Healthcare Mobile:

24 Oracle Service Cloud. Ja, das ist Service. Vorteile für Ihren Kunden, Partner und letztlich für Sie mehr Service mehr Vertrauen in Firma und Produkt mehr Bindung, mehr Umsatz Mobile:

25 Mehr Vorteile für Ihr Unternehmen Bessere customer experience Kostenreduktion (Call- Anzahl, pro Call) mehr Chancen Und rechnet sich. 750 Calls pro Tag à 6min calltime (no escalation) 75h/Tag 450 Calls pro Tag à 4min calltime (no escalation) 60% 30h/Tag Reduktion von call time realistisch. Mobile:

26 Erweitern Sie Ihr Service-Angebot für Ihre Kunden. Oracle Service Cloud. Vielen Dank. Customer Experience Mobile: