Change is happening faster and faster in the Customer Service space.
1. Channel proliferations - From the 1980s when Phone and snail mail were considered the norm to the 2000s when email and Internet were becoming mainstream to today – massive change. That pace of change skyrocketed in the last 5 years with the boom in Social conversations – most often between customers, w/o your company in the mix.
2. Consumers Changed. – By 2015, more people will access the Web using a mobile device than through a PC (Source: IDC) Preferences across generations is skewed. 20 somethings don’t want to talk to you – actually – true for Boomers as well. Most prefer digital access…and those 20 somethings don’t mean email, they mean Chat and Text. But you still need to serve demographics and regions where Phone maintains primacy.
3. Adaptation to Change has….well that’s changed too. Most companies dealt with the channel challenge by adding new channels as new islands in the federation. CMOs see Web and the total experience as the brand – and are getting more and more IT budget to drive the right impact.
The result? Often – it’s disconnected service for the customer….complex and fragile infrastructure for you to manage. Stakeholders want fast, easy service provision for new programs leaving Service teams to figure out how to do it in a complex service system with no tolerance for failure.
But how are Brands Adapting? —”brands are more likely to last only 5, 10, or 20 years,” according to Business Week.
CEO recognition of Warp Speed Change - “CEOs think three fundamental external forces will have the most impact on their businesses over the next five years: technological advances, demographic changes and global economic shifts. These trends aren’t new, but what’s changed is the pace at which they’re unfolding and the way they’re colliding to create a completely different environment. The implications for businesses are profound. There will be many new opportunities for growth – and many new challenges – in three key areas: harnessing technology to create value in totally new ways; capitalising on demographic shifts to develop tomorrow’s workforce; and serving consumers in a new economic landscape.” PWC http://www.pwc.com/gx/en/ceo-survey/2014/key-findings/transformation/index.jhtml
For extra credit – What HASN’T changed and makes this all harder?
Efficiency – do more with less. Effectiveness – get your people and systems more productive. Differentiate your brand through unexpectedly good service.
Our investments and commitment to CX and cloud are captured here. Why does it matter to you? We use the power of our experience in innovation to bring the best of cloud to you – the investments, the breadth of our customers’ experience with us – all goes into the business and technology innovations that let you fly faster in the cloud.
10,000 year experience in product development 20 years of devilering solutions in CRM
Source: Kohl’s: http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/The-2015-CRM-Service-Elite-Oracle-Service-Cloud-Catalyzes-Multichannel-Support-Strategy-102032.aspx SaskTel: http://www.oracle.com/us/corporate/customers/customersearch/sasktel-rightnow-case-study-1566841.html D&M: http://www.oracle.com/us/corporate/customers/customersearch/dm-group-1-service-cloud-ss-2330156.html Jackson Hewitt: http://www.oracle.com/us/corporate/customers/customersearch/jackson-hewitt-1-right-now-ss-1991156.html Orbitz: http://www.oracle.com/us/corporate/customers/customersearch/orbitz-1-rightnow-ss-2113294.html New Zealand Post: http://www.oracle.com/us/corporate/customers/customersearch/nz-post-1-rightnow-cs-1969334.html
Kraft Foods: Lets you browse answers by brand - http://kraftfoods.custhelp.com/app/answers/list
Moto Xoom: For Guided Assistance - https://motorola-global-portal.custhelp.com/app/utils/guided_assistant/g_id/335
Lenovo (Iomega): Provides a great "product landing page" concept - https://lenovo-na-en.custhelp.com/app/cust_alp/p/1188,1195
University of New England (Australia): Includes course catalogs in their KB searches - http://askune.custhelp.com/app/answers/list/st/5/kw/math/page/1
Nikon Europe: For showing multilingual support (only hyper-linked to the Russian site) Russian - https://nikoneurope-ru.custhelp.com/app/ German - https://nikoneurope-de.custhelp.com/app/ Spanish - https://nikoneurope-es.custhelp.com/app/
Redbox: Inline answer display; nice look & feel; always updating their contact us page to improve self-service rate, maximize chat/minimize email. Email link only shows up if chat not available. https://redbox.custhelp.com/