A Complete Service Suite - Oracle Service Cloud
June 19, 2018
A Complete Service Suite - Oracle Service Cloud
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
Oracle Service Cloud is being used by a couple of our clients for providing support to their customer base. As the customers used different touch points like the WEB, Social and Mobile Devices, the Oracle Service Cloud provides multi-channel ticket management services which help to cater to customers using different touch point system. Its tight integration with various social media platform helps to understand what customers have to say about the service and quickly address their issues and concerns.
- Oracle Service Cloud provides some self service capabilities which allows the clients to build some support sites which offer guided assistance to some of the frequently asked questions.
- The product allows connecting with the customers easily regardless of the medium or channel they are using to connect with the business.
- Customization of the product is not well supported, hence one needs to come up with out of the box ideas to cater to the business requirements.
- The tool has lesser documentation available online so it makes much more difficult to understand all the salient features of the product and implement it.
- With Oracle Service Cloud the major benefit has been cost savings on the Service Personal deployment. With the Self Service Capabilities of the product over 35-40% of the frequently asked queries by the customer gets resolved by the answer management suite. This helps a lot in cost savings.
- The multi-channel communication medium platform helps in getting the messages quicker to the customer.
- The Social Media integration helps keep track of the views and concerns of the product by the user base, and quickly provide resolutions to their concerns.