Customer service is the 'connection point' within a connected world

A Modern Service Perspective Intelligent Service

Value your customers time with Intelligent Service

Oracle solutions can accelerate your roadmap to Intelligent Service. Find out more: www.oracle.com/service

Be Predictive

Be Proactive

Protect Your Brand

Promote Your Business

1.  Be Predictive

2.  Be Proactive

4.  Promote Your Business

3.  Protect Your Brand

New communications channels and touchpoints have increased complexity and risk. Over 2 billion people globally currently own smartphones. This is predicted to increase to 5 billion by 2019

But 76% of digital consumers have reported an unsatisfactory experience in the past 6 months.

In A Connected World, How Can Service Impact Customer Success?

Predictive analysis around customer product usage can reduce inbound customer service call volumes between 20-30% And lower operative costs of 25%

87% of customers surveyed said they wanted to be contacted proactively by a company, when it came to customer service issues 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer

64% of consumers switched providers due to poor service in at least one industry.

More than 80% of poor service switching could have been avoided through better resolution.

The switching economy is valued at 6.2 trillion globally

The probability of selling to an existing customer is 60-70% tenfold likelihood than selling to a new customer. It’s estimated 6-7 times harder to attract a new customer than retain an existing one.