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Oracle Service Cloud Review: "Go Oracle or Go Home"
https://www.trustradius.com/help-deskOracle Service CloudUnspecified8.1184101
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April 20, 2017

Oracle Service Cloud Review: "Go Oracle or Go Home"

Score 8 out of 101
Vetted Review
Verified User
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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.
  • Web self-service
  • Live chat
  • Social media
  • Email
  • Field support
This has been a game changer for our company, as it has integrated chat, email, social media into one platform rather than three different ones. Financially it makes a lot of sense, but also has helped with metrics and simplicity. Considering the number of customer support agents that we employ at any given time fluctuates throughout the year, this has been incredibly helpful with onboarding.
  • 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.
Oracle Service Cloud is the gold standard for customer service, as it streamlines everything you need into one product that it fairly simple to use. This also makes it a cost effective option with a huge company (Oracle) behind the product.

However, this seems to be suited more for larger companies and wouldn't be necessary for a newer startup sized company.

Oracle Service Cloud Feature Ratings

Organize and prioritize service tickets
9
Expert directory
7
Subscription-based notifications
8
ITSM collaboration and documentation
8
Ticket creation and submission
9
Ticket response
9
External knowledge base
9
Internal knowledge base
8
Customer portal
8
IVR
8
Social integration
8
Email support
8
Help Desk CRM integration
8