Go Oracle or Go Home
April 20, 2017
Go Oracle or Go Home
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
Oracle replaced Zendesk as our primary means of handling customer service issues. Our customer service team and fraud team are the primary users of the product, but certain other key employees use it to speak with customers when necessary. It's also used to keep metrics of how many tickets were received regarding certain issues or marketing ideas. This is a necessity for our company.
- Metrics - It's easy to track how much volume came in for each issue.
- Speed - Our agents are able to answer quickly due to the ability to include pre written macros.
- Streamlined - Our chat and email options are included in one product.
- The overall appearance isn't ideal and could be more friendly on the eyes.
- It's difficult to search for old tickets, which wastes a good amount of time.
- ROI has increased due to the lowered cost of having multiple products in one
- Out ticket response time has decreased, as well as chat response time
- We were able to more efficiently hiring using the detailed metrics that this provides
We switched from Zendesk to Oracle, and there are definitely pros and cons to each product. Zendesk is definitely easier to navigate and has a more simple feel to it. However, Oracle has a huge advantage in how many different services it is able to integrate into one platform. Switching to Oracle was a great decision, and there is no turning back.