Best product for providing a great customer experience
April 05, 2018
Best product for providing a great customer experience
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
We use Oracle Service Cloud for both Opportunity Management and for Incident Management. We also use it for web self service. It allows us to reduce inbound call volume since clients can find answers to basic questions on the web, it provides more visibility into sales activities and allows us to move away from managing a lot of our processes via spreadsheets.
- Reporting!! There are over 900 out of the box reports available in the tool, and they are easy to edit if they're not exactly what you're looking for. From a sales management perspective, it gives me visibility into my pipeline and upcoming tasks so I always know what I need to be focused on.
- Knowledge! It's very easy to set up new Knowledge articles, and there are canned reports that show you everything you need to know about the articles people are clicking, if the info was helpful or not, etc.
- Extensibility - the application has grown with us. As we need to do integrations or make adjustments, it has been easy to do. The application is well suited to integrate with other systems.
- Agent desktop - this could be a little "prettier" out of the box. I think they have made strides with the browser user interface but we aren't using it yet. The process of modifying and editing workspaces does feel a little outdated.
- Chat (customer facing side) - this is another area that seems a little outdated from a look and feel perspective. It would be great if they could make chat persistent so it followed you from page to page rather than having a separate pop-up window. It works, but it could be improved upon.
- Answer versioning - the latest version is already rolling this out so this one will be resolved next time we upgrade! Previously it required the purchase of Knowledge Advanced, so I am thrilled to learn it's a native part of the product now.
- When integrated with OpenMethods software all of our clients have seen a reduction in AHT by at least 30 seconds.
- One of our clients reduced incoming call volume by 80% by implementing knowledge on their Customer Portal.
- The sales dashboards gave our management better visibility into our pipeline and allowed them to much more accurately manage the business.
- NetSuite and OrderMotion
The other systems I have used have the inventory and order management piece included which was important to my business, but from a case management perspective, Oracle Service Cloud definitely has the most to offer, and you can integrate with inventory and order management systems still if needed, so it really is the best option for providing the best overall customer experience. The others were really primarily for email management only.