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Oracle Unveils Social And Service Cloud Capabilities To Boost Customer Experience

Oracle launched new features for its Service Cloud and Social Cloud designed to help users provide an enhanced, consistent customer experience and support business decisions with up-to-date insights.

Announced at CRM Evolution 2015 in New York, the updates include:

  • A new community self-service solution intended to help organizations deliver a consistent experience between web service and community interactions; and
  • Improved social service and incident routing features to provide more context to service requests and answer service questions in a timely manner; and
  • Extended social listening and analytics reporting to gain a holistic view of current customers and their service queries.

Oracle also unveiled workflow and automation capabilities designed to ease the sharing of data between the Social and Service Clouds to gain more complete profiles of current and prospective buyers.

"Customers have grown more discouraged from inconsistent experiences," said Meg Bear, Group VP for Oracle Social Cloud, in an interview with Demand Gen Report. "The updates connect all of the dots — positioning users to offer that consistent messaging buyers now expect and enhance their overall experience."