Oracle said enterprises can offer better customer experience and drive more informed business decisions with the latest versions of Service Cloud and Social Cloud. The company does not share specific benefits to enterprises.
The social customer service capabilities enable brands to increase social engagement and business insights via a new community self-service solution, enhanced social service and incident routing, and extended social listening and analytics capabilities to private data sources.
Oracle is trying to capitalize on a study by Nielsen that said more than one in three customers prefer to contact brands through social channels rather than by phone or email. Twitter, Facebook and LinkedIn are the top social networks.
The latest release of Oracle Service Cloud includes Community Self-Service that brings community functionality directly into the core multi-channel web experience.
The revamped Oracle Service Cloud enables organizations to deliver a seamless experience between web service and community interactions, leveraging the power of customer knowledge to improve service operations.
Oracle has added workflow and automation capabilities between Social Cloud and Service Cloud that empower organizations to leverage the power of social insights and engagements. For instance, businesses can attach contextual attributes and notes generated from posts or incidents identified by Oracle Social Cloud directly to the Oracle Service Cloud.
Thanks to the extended social listening and analytics to enterprise private-data sources such as the new Community Self-Service capability, survey data, chat and call logs, businesses can listen and analyze unstructured data and gain insights with terms, themes, sentiment and customer metrics, and can view private and public data side by side.
David Vap, group vice president, product development, Oracle, said: “The updates to the Oracle Service Cloud and Oracle Social Cloud help businesses listen, identify and track social conversations, enabling them to quickly and efficiently respond to customers looking for answers, which helps foster a loyal group of brand ambassadors.”