Latest Release of Oracle Service and Social Clouds Ensures Excellent Customer Experiences
More than one-third of customers prefer to contact brands through social channels versus traditional channels (i.e., phone and email). Oracle recognizes this trend and has improved both its Service and Social Clouds in its latest release to accommodate this.
Today, competitive advantage is established when organizations provide a unified experience where and when the customer wants. Oracle Service Cloud now features a community self-service function, wherein customers can contact others with similar inquires. Oracle Social Cloud now allows business users to upload or attach notes based on social media posts, allowing organizations to “improve service quality, drive efficiencies, and improve resolution time”. The latest release of both of these products includes extended social listening and analytics capabilities. A focus on improving customer experiences drives more revenue for these organizations, which is why Oracle is always improving CX structures.
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