Oracle Customer Experience

Challenges.

• Increase shopping cart conversion in GE Store.
• Improve customer access to support through new channels.
• Decrease email response time.
• Deflect incoming support requests.

Solution.

Oracle Services Cloud:

• Cross-channel contact center
• Knowledge Management
• Web customer service
• Phone, chat and email channels
• Leverage social monitor
• 1000+ agents
• Won Gartner 1to1 Media award in 2013
• Plan to integrate with ATG & EBS

The Impact.

• 15% increase in sales conversion using proactive chat
• Email request response time decreased by approximately 50%
• Customer satisfaction increased and anecdotal decreased in consumer complaints
• Management gained more global insights into customer behavior, which in turn allowed them to take data driven decisions.