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Oracle B2C Service
Was ist Oracle B2C Service?
Kanalübergreifende Lösung für Kontaktcenter, das Internet und soziale Aspekte des Kundenservice.
Wer verwendet Oracle B2C Service?
Oracle Service Cloud wurde für Unternehmen entwickelt, die den Kundenservice und die Produktivität der Mitarbeiter durch die Optimierung der Kommunikationskanäle für Chat, Social Media, Anrufe und virtuelle Unterstützung verbessern möchten.
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Oracle B2C Service
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Bewertungen über Oracle B2C Service
Higher Ed and malleable solution
Kommentare: Our support center has used Oracle Service Cloud for 12 years. We have incorporated service, outreach, and sales across the student life-cycle - as well as using it as an intake and tracking tool for events, professional development and even book orders from faculty! The features of Oracle Service cloud are malleable and allow us to do creative projects - including a robust e-communication outreach, analytics of our extended hour and weekend support team, as well as some flexible technical integration with the student database. We could do even more if we had a stronger technical team - as I've seen programmers get in and it's like a kid in a candy store! If it can be defined, it can be done.
Vorteile:
Flexible/malleable tool: If you can dream it, you can do it! The ease for basic users is important as people can hit the ground running. Service is simple with the basic tools in the knowledge base and the intake channels; chat and ask a question. The features are common across the consoles; so there is little learning curve when navigating from one tool to another. The training documentation available is fabulous and well-organized and there are forums of helpful people available for asking questions of a skilled community of users.
Nachteile:
The sky is the limit - so it is difficult to know where to begin. Without a skilled programming team, the amazing API sits unused, even though we know we can do wondrous things with the tools available.
Oracle B2C Review
Kommentare: The switch that was made to Oracle was supposed to be a seamless and easy transition, but the reality was removed from that. Overall it makes categorization of customer cases much cleaner, however alot lot of the features that were supposed to be helpful take too long to load (for instance, the feature to save a procedure or reference for CSR's takes forever to load and is not very user friendly).
Vorteile:
This software takes a while to become familiar with all of the various nuances and usages. That being said, once you have the basics down, it's pretty user friendly. My favourite feature is being able to assign cases to both individual employees and also to specific queues within the organization. For example, if I know my supervisor will work on a case personally or it's time sensitive, I assign the case to them, but if the customer in question requests to speak with a general manager, the case can be assigned to the customer care lead queue and they can work through the emails/cases as they come in.
Nachteile:
This software is not very intuitive to use, and a goo amount of the features are very cumbersome to use. The load time is frustratingly slow, and the amount of times that chats get dropped is borderline unacceptable.
RIghtNow Review
Kommentare: Overall, it's organized, up-to-date and easy to navigate within the platform.
Vorteile:
I enjoyed the chat feature that allows our team to easily view when a chat is coming through. I also enjoyed the filtering options for each specific queue to where you can view the oldest to newest and have each queue on a different tab. This helps in organization within the different working queues.
Nachteile:
I do not like that RightNow cannot seem to handle large volume of transactions. I have to restart the application after a few tickets worked.
Good customer service record keeping tool
Kommentare:
Right Now is truly a good customizable tool that interacts with many other types of software.
It is a very useful and multifunctional software for customer service, order management and call management.
Vorteile:
I use this software at work as a work-from-home customer support agent. I works perfectly in sync with our voice phone software and with our online store. It is so convenient to have Right Now to automatically pull up a customer's information and just a click to review all of their call history. Once you enter the order number, it's only one click to open the order in the online shopping cart software. We have a searchable knowledge base in Right Now that we use all the time and it is very good at pulling up the most relevant results. We can create call tags and plus send emails to managers, our service providers and customers.
Nachteile:
It's a little slow sometimes. There seems to be a delay sometimes, but it could also be that it is working with many programs and keeping them all in sync. It's not too bad of a delay, but could be a little faster.
Most user-friendly and intuitive B2C software I've used
Kommentare: I was extremely happy when I used this software. Not only could I find what I needed easily but I could also download the data accordingly to how I wanted to view it so I could save customer files according to the timeline I needed to contact them.
Vorteile:
The data was extremely easy to manipulate and organize. The functions were extremely intuitive and easy to find helping to make my work very efficient, which was critical for me.
Nachteile:
I'll be honest, there wasn't much I didn't like. There was a slight learning curve initially but when it's new to you, what doesn't have a learning curve?
