A future proof Customer Service solution that delivers outstanding CX

A recent Gartner report talks about “Customer Service Predictions” and gives 4 strategic planning assumptions that Gartner thinks must be followed by those companies that want to succeed by delivering an outstanding Customer Experience (CX).

Gartner’s summary is very clear: “Customer service is (…) the core business strategy to create a winning CX. Great service needs to be consistent across all mobile devices, as well as social and digital media channels. It also needs to be personalized (…)“.

The report outlines that in 2 years’ time…

  • Facebook and Twitter will have their own social media engagement applications for enterprise customer service.
  • At least 60% of the Internet users will opt for mobile customer service applications as their first option.
  • 50% of peer-to-peer community offerings will be packaged and sold alongside Web self-service offerings.

Among the key recommendations from Gartner is the need to have C-level buy-in, design a strategy and build the necessary skills/competencies. But obviously this has to be enabled by technology, and Gartner says: “expect best-of-breed software providers to be a key part of this journey

Oracle owns one of the best – if not The Best – technologies in the area of Customer Service. It is called Oracle Service Cloud (formerly RightNow CX), often recognised as a leader in Customer Service solutions for Small, Midsize and Enterprise organisations.

This technology combines web, social and contact centre experiences for a unified, omni-channel solution in the cloud. And it already addresses most of the things that Gartner is now saying that companies should focus on, probably making it the wisest technology choice.

Oracle Service Cloud social features enable organisations to manage social interactions as a fully integrated part of the CX. Companies can use the “Social Cloud” functionality to monitor and engage their customers via social media networks such as Facebook, Twitter, YouTube or Blogs.

From a customer service perspective, Oracle Service Cloud allows a contact centre agent to create an incident (or Service Request) directly from a tweet, a post or a comment, and deal with that customer in his preferred social channel – or take it off-line as and when necessary.

Oracle Service Cloud also has a special Facebook application called “Self-Service for Facebook” that delivers the same exceptional support from other channels right from a Facebook page. And this works both in standard and mobile interfaces.

“Mobile” is another of Gartner’s predictions that Oracle Service Cloud is already prepared to address. The Oracle Service Cloud Customer Portal – that customers use to self-serve, manage accounts or engage with the company – not only provides a superior CX on full-featured browsers, but also includes an out-of-the-box set of pages designed specifically for mobile devices.

The third Gartner prediction is related to peer-to-peer communities. Once more Oracle Service Cloud is a step ahead. It offers community features integrated with its Customer Portal. Actually, it goes even further. It offers two different types of community: Support and Innovation.

The Support Community allows customers to ask questions and find answers in an peer-to-peer-type community, helping themselves and making them feel valued, without adding a single call or email to the company contact centre’s workload (perhaps even lighten it).

The Innovation Community is designed to give customers a voice in the company’s product/service innovation process, so they can help the company identify the new opportunities and bug fixes, or even guide the roadmap, prioritize/refine ideas and develop the next breakthrough.

There is also a very interesting finding in this report. Gartner states that “Many small or midsize businesses (SMBs) and enterprises have still not invested in multichannel customer service strategies and, instead, opt for a conglomeration of point solutions“.

My experience tells me that this is one of the main reasons why many companies strive to deliver a CX that differentiates them from the competition, and allows them to take the leap that will transform the business and make them a solid player in the market.

Oracle Service Cloud is that unified and omni-channel customer service platform that not only addresses today’s challenges and requirements, but is also future proof, offering the features and functionalities that customers are starting to require/expect and will demand in a near future.

Mobile Agent app: Customisation coming up!

Following the previous posts about the Mobile Agent app for RightNow CX – Oracle Tap Service and Support – here are some interesting news that will certainly please RightNow CX consultants and developers.

The August 2013 release will allow the customisation of the Incident workspace. Developers will be able to add standard or custom fields for Incidents, Contacts or Organisations into certain areas of the Incident workspace. Those areas are: the Summary section, the Additional Information section and the Contact Details section.

Planned for the November 2013 release, is the ability to create additional tabs and additional sections in the Incident workspace, to add standard or custom fields.

The ability to customise other mobile workspaces is not there yet. But Oracle is planning to provide that in 2014. Custom Objects and Contacts workspace will probably be the two priorities, which would make RightNow CX consultants and developers very happy.

Already available is the ability to customise the descriptive text strings seen in the mobile application via the Message Bases editor in the Dynamic Agent Desktop. Navigating to Configuration > Site Configuration > Message Bases.

Note that the Mobile Agent app main menu will display Incidents, Contacts, Organizations, or Tasks based on the Navigation Set and Profile of the logged in user.

Notice also that any change made via the Mobile Agent app will appear in the record’s Audit Log as has been done via mobile device.

Mobile Agent app: How to get started

Following the previous post about the Mobile Agent app for RightNow CX – Oracle Tap Service and Support – here are the steps on how to get started.

Step 1: Enable and configure the mobile agent app in the Configuration Settings.

Navigate to Configuration > Site Configuration > Configuration Settings > RightNow Common > Mobility.


Step 2: Give your staff members permission to access the mobile agent app.

Navigate to Configuration > Staff Management > Profiles > (Open Profile) > PermissionsAdministration > (check the Account Authentication check box in the Mobile Agent App section)


Step 3: Go to the Apple App Store, search for Oracle Tap app and install it.


Step 4: Configure the Customer Service and Support cloud option on your iPad

Enter the URL to your Oracle RightNow CX application:
https:// <your virtual host> /cgi-bin/ <your interface> .cfg/php/tap/v1


image (1)

image (2)

Editing settings

Taping the Settings button on the main menu, a user can specify if login credentials are saved, how long the app will wait for a server response, if the data cache is cleared when the application is closed or restarted, and which server is used. Additionally, user can view the version and the license agreements.

Admins can specify the time periods used to initiate an automatic logout and to maintain offline authentication.

  • By default, the number of seconds the agent can leave the application idle before being logged out is 300 (5 minutes). To change this go to the MOBILITY_IDLE_TIMEOUT configuration setting.
  • By default, the number of seconds the application will store the agent’s credentials for offline authentication is 28800 (8 hours). To change this go to the MOBILITY_SESSION_TIMEOUT configuration setting.

RightNow Mobile Agent app

In the 2013 releases Oracle introduced the Mobile Agent app for RightNow CX – Oracle Tap Service and Support. A native iPad app that allows users to deal with the daily issues when they’re away form their desks.

A field agent can access critical information (e.g. contact location or phone), find incidents and update them while onsite. A specialist agent can find, reply and update incidents wherever or reassign them. A Manager can monitor every incident and have an overview of what’s going on.

The Mobile Agent app let’s users:

  • View, filter, search and update Incidents
  • View, filter and search Contacts
  • View, filter and search Organisations
  • View, filter and search Staff
  • Navigate between objects

And this can all be done offline and then synchronized.

As an image is worth a thousand words, I will leave you a video with a small demo:

Oracle Tap Service and Support from Hernan Capdevila on Vimeo.