Oracle Service Cloud Overview and Roadmap for Web Customer Service

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2 Oracle Service Cloud Overview and Roadmap for Web Customer Service CON8908 David Fulton Director, Product Management, Oracle Service Cloud October 02, 2014

3 Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle.

4 Walk This Way!

5 Program Agenda Web Customer Service (WCS) definition WCS trends Business challenges that WCS addresses Product overview Roadmap

6 Program Agenda Web Customer Service (WCS) definition WCS trends Business challenges that WCS addresses Product overview Roadmap

7 Walk This Way!

8 Web Customer Service Knowledge / Process Other Customers Your Customer Contact Center

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11 Needs more cowbell

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14 Program Agenda Web Customer Service (WCS) definition WCS trends Business challenges that WCS addresses Product overview Roadmap

15 Modern Customer Service Web Customer Service David Fulton Director, Product Management

16 Customer Service Expectations are Changing 55% Of US online adults say I am very likely to abandon my online purchase if I cannot find an answer to my question 67% Of consumers attempt to find an answer themselves through online support 77% Of US online adults agree that valuing my time is the most important thing a company can do to provide me a good customer service experience. 1 & 3 Navigate The Future Of Customer Service In 2014, February 2014, Forrester Research, Inc. 2 Forrester's Top Trends For Customer Service In 2014, Kate Leggett January 2014 Forrester blog, Forrester Research, Inc

17 Web Phone

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19 Demand Trends Influencing Redesign: Customers Will Expect To 1. Have more choice of suppliers and channels 2. Be connected at all times 3. Become less patient 4. Demand more speed and simplicity 5. Trade more privacy for more convenience Source: To the Point: From Out to In: Customer Process Redesign, Ed Thompson, Customer , Gartner Inc, April, 2014

20 Demand Trends Influencing Redesign: Customers Will Expect To 6. Be notified to avoid having to ask 7. Seek out other customers opinion more 8. Get more access to the information you have 9. Want an input in your future correction 10. Not necessarily have your best interests at heart Source: To the Point: From Out to In: Customer Process Redesign, Ed Thompson, Customer , Gartner Inc, April, 2014

21 Program Agenda Web Customer Service (WCS) definition WCS trends Business challenges that WCS addresses Product overview Roadmap

22 Business Challenges that WCS Addresses EFFICIENCY (LOWER EFFORT) RETENTION (STRENGTHEN RELATIONSHIPS) ACQUISITION (INCREASE REVENUE) INCREASE PRODUCTIVITY INCREASE SATISFACTION INCREASE OPPORTUNITIES REDUCE VOLUME IMPROVE LOYALTY IMPROVE CONVERSIONS LOWER COSTS DRIVE HIGHER ADVOCACY DRIVE MORE SALES

23 Business Challenges that WCS Addresses EFFICIENCY (LOWER EFFORT) INCREASE PRODUCTIVITY REDUCE VOLUME High service costs resulting from low self-service Inability RETENTION to staff contact ACQUISITION centers (STRENGTHEN RELATIONSHIPS) 24/7 INCREASE SATISFACTION IMPROVE LOYALTY (INCREASE REVENUE) INCREASE OPPORTUNITIES Changing customer behaviors IMPROVE CONVERSIONS LOWER COSTS DRIVE HIGHER ADVOCACY DRIVE MORE SALES

24 Business Challenges that WCS Addresses Changing customer channel preferences EFFICIENCY (LOWER EFFORT) Make sure that INCREASE PRODUCTIVITY the need gets REDUCE VOLUME resolved LOWER COSTS RETENTION (STRENGTHEN RELATIONSHIPS) INCREASE SATISFACTION IMPROVE LOYALTY DRIVE HIGHER ADVOCACY Make sure that escalations are relatively ACQUISITION (INCREASE REVENUE) painless INCREASE OPPORTUNITIES IMPROVE CONVERSIONS DRIVE MORE SALES

25 Business Challenges that WCS Addresses Keep the customer engaged in what they are doing EFFICIENCY INCREASE PRODUCTIVITY RETENTION Be proactive when we know (LOWER EFFORT) customers are struggling (STRENGTHEN RELATIONSHIPS) INCREASE SATISFACTION ACQUISITION (INCREASE REVENUE) INCREASE OPPORTUNITIES REDUCE VOLUME IMPROVE LOYALTY IMPROVE CONVERSIONS LOWER COSTS DRIVE HIGHER ADVOCACY DRIVE MORE SALES

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27 Program Agenda Web Customer Service (WCS) definition WCS trends Business challenges that WCS addresses Product overview Roadmap

28 Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Service Cloud Platform

29 Connected, Engaging & Personal Web Customer Service Self-Service Pixel Perfect Support Sites and Widgets 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 Communities Leverage the Power of Customer Knowledge Smart Engagement Guides & Troubleshooters Support Complete Response Management E: Lower Effort R: Strengthen Relationships A: Increase Revenue

30 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

31 Delivered at Scale Web Customer Service Web & Mobile Self-Service Virtual Assistant Social Self-Service Live Chat & Co-Browse { 9M sessions/mo } { 8M sessions/mo } { 9.5M sessions/mo } Support Smart Engagement { 2M sessions/mo } { 4.5M sessions/mo } { 5M sessions/mo } { 5M sessions/mo } { 4M sessions/mo }

32 Your Personal Concierge Web Customer Service Web & Mobile Self-Service Virtual Assistant Social Self-Service Live Chat & Co-Browse Support Smart Engagement Understands Intent Interprets natural language Considers web page context Provides Personalized Experiences Leverages customer and real time web session information Finds Solutions Answers questions Navigates website Escalates to best live agent

33 The Power of Customer Knowledge Web Customer Service Web & Mobile Self-Service Virtual Assistant Social Self-Service Live Chat & Co-Browse Support Smart Engagement 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 Self-Service for Facebook Connect and engage with your customers in the web s largest community

34 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

35 Efficient & Effective Management Web Customer Service Web & Mobile Self-Service Virtual Assistant Social Self-Service Live Chat & Co-Browse Support Smart Engagement Management Route and manage inbound s Define rich HTML responses, add personalized content and track clicks Ask a Question Enable customers to submit questions directly from your support site Agent Efficiency Automate escalations & workflow Leverage Standard Text for fast and consistent responses Use SmartAssistant to recommend the best answer

36 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

37 Released Last Year Language Product Category ENG Mobile PC Activate Upgrd Issues SPN Phone Pad NoteBk OS Wifi FRN Smart 1 UltraBk App 4G Smart 2 Desktop BluTh Smart 3 Experience Routing Community Ease of Use Page Peek Self Service for Siebel Dynamic Form Support Developer Productivity Tools

38 Program Agenda Web Customer Service (WCS) definition WCS trends Business challenges that WCS addresses Product overview Roadmap

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40 Imperatives for a Modern Web Customer Service Experience Make connecting simple: Provide choice of channel Tailor the experience: Build for device of choice Segment appropriately: Know who you are serving Understand early: Know if the customer CAN self-serve to resolve Be proactive: Engage at the right time to avoid frustration

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42 Your Roadmap To Modern Customer Service GET GOING GET BETTER GET AHEAD Empower Customers With Self-Service Provide Multiple Choices Of Channels Enable Customers To Help Each Other Standardize Service Across All Channels Innovate New Ways To Engage Connect All Silos Of Knowledge Unify All Customer And Business Data Personalize Customer Engagements Become The Leader In Service Excellence

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44 Wrap Up Customer channel preferences and omni-channel expectations are converging Addressing the business challenges that result depends on a partnership with your vendor We ve got your back!

45 Questions?

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