IMPROVING SERVICE
ENGAGEMENTS WITH
CHAT AND CO-BROWSE
Amy Patel
Performance Strategy Manager
Toyota Motor Sales USA
Jessica Bradley
Principal Product Manager
Oracle
Michelle Brusyo
Senior Product Manager
Oracle
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Spread the Word about the Event!
#ModernServExp
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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.
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
4
Program Agenda
1
The Customer Experience Approach
2
Mike and Annie Go to Vegas
3
Hitting the Service Jackpot
4
Amy Patel, Toyota
5
Questions
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5
67%
Of consumers attempt to find an
answer themselves through online
support
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6
55%
33%
Of US online adults are likely to abandon their
online purchase if they can’t find a quick answer to
their question.
Of online consumers who have researched a purchase
online in the past 12 months abandoned because they
wanted to engage with a real person.
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7
The Customer Experience Approach
“Engage me where I am”
Intuitive
1. DELIVER CONNECTED ENGAGEMENTS
“Understand me, and what I want”
2. GAIN ACTIONABLE INSIGHT
“Know me, and my value”
Instant
Positive
3. ACHIEVE OPTIMIZED EXECUTION
“Delight me, and wow me”
Online Visitor Expectations
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Oracle Confidential
8
Mike and Annie Go to Vegas
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9
Embed the Right Experience, Anywhere
• Create a seamless website
experience
• Maintain brand appearance by
embedding chat into existing web
pages
Customer Portal, Cross-Channel Model
& Syndicated Widgets
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. Oracle Confidential
10
Strategic Engagement With Customers
• Control who, when, where and how
you engage
• Maintain business objectives
through selected rules
• Offer reactive or proactive chat
sessions
Engagement Engine
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. Oracle Confidential
11
Achieve New Levels of Personalization
• Customer information at the
agent’s fingertips:
–
–
–
–
–
–
–
–
Session ID
Loyalty Number
Membership Level
Product Value
Cart Total
Order Total
Browser Version
Custom Variables
Engagement Engine & Chat
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. Oracle Confidential
12
Deliver a more Connected Agent Experience
• Show agents the customer’s clickpath that led to the need for agent
assistance
– Expedite sessions by increasing
understanding of the problem/issue
– Reduce average chat handle time
– Increase customer satisfaction
Visitor Browser History
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. Oracle Confidential
13
Give Agents Context on the Customer’s Journey
• Show agents the page a visitor
was on prior to engaging in chat
– Expedite interactions
– Sensitive Data can be hidden or
masked
Page Peek
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. Oracle Confidential
14
Get the Agent and Customer on the Same Page
• Screen share with the customer
– Expedite interactions
– Proactively address queries in the
most efficient way possible
– Increase Customer Satisfaction
Co-browse
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. Oracle Confidential
15
Results
• Efficient Experience
• Seamless & In-Channel
• Empowered Agents
• Personalized Service
• Reinforcing Self-Service Options
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16
Q&A
Amy Patel
Performance Strategy Manager,
Toyota Motor Sales USA
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17
How is Toyota’s Call Center Set Up Today?
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18
What is Toyota’s Chat Deployment Like?
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19
What Does the Future Hold for Toyota’s Call Center?
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20
Questions?
Customer Portal
Cross-Channel Model
Syndicated Widgets
Live Chat
Engagement Engine
Page-Peek
Visitor Browser History
Co-browse
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21
Monday’s To Do List:
1
Jump on your website
2
Walk through a service engagement
3
Did you like the flow? The process? The results you received?
4
Choose 1 aspect of that journey you would like to improve
5
Then come talk to us!
Let’s have an open dialogue about your current service engagement
challenges and work together to improve the experience!
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22
Continue the Conversation.
Oracle Service Cloud Community
bit.ly/OSVCcommunity
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Ask the Oracle Service Cloud Experts
1-hour, 1-on-1 sessions | Palazzo Ballroom K, Floor 5
*If you didn’t register beforehand, visit bit.ly/ATEVegas or
the Reg Desk on Floor 5. First-come, first-served. Limited availability.
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
sponsored
in part by:
Be Sure to Attend:
Web Customer Service
Wednesday @ 4:30 PM - 5:15 PM, Delfino 4104
Tear Down This Wall—Creating the Next Generation of Web
Customer Service by Combining Web Self-Service and Communities,
Jeremy Kembel, Oracle, Edouard Leeuwenburg, T-Mobile
Netherlands
Web Customer Service
Thursday @ 1:00 PM - 1:45 PM, Delfino 4104
Lowering Customer Effort: Building Effective RightChanneling into
Your Online Service Experience, David Fulton, Oracle, Nicholas
Armstrong, Orbitz Worldwide
Web Customer Service
Thursday @ 2:00 PM - 2:45 PM, Delfino 4104
KCS and Community: Bringing Them Together, Matthew Lees, Oracle,
Paul Drotleff, Rockwell Automation
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
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Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
28