Oracle Service Cloud is Great for Customer Service!
February 19, 2019
Oracle Service Cloud is Great for Customer Service!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
Oracle Service Cloud is only used by the customer service department. It is used so Academy Sports is available to talk with our customers in the manner they choose; email, phone, chat, or social. It allows the customer contact history to reside in one system so no matter who speaks to the customer next they will see how they have been helped.
- It can create bulk mailings when customers need to be reached in groups after purchasing the same product.
- Service Cloud can be scripted to respond to customers without any manual direction. For example, if asked where stores are located, the system can return the web page with that exact information.
- Reporting. The system comes with many canned reports but since the database architecture is not visible, it's difficult to decide how tables are related.
- Agents are more educated with more knowledge of products
- Agents are better at servicing customers as they review the customer's history before speaking.