Blog by Andy Stevens
Customer Self Service in the Low Touch Economy
5 min read
Create impactful service interactions at every channel.
A cloud-based solution that simplifies customer service experiences and delivers a unified customer view for agents with automation and integration. Boxfusion are known as Oracle Service Cloud implementation leaders, due to our technical capability, reputation for integrating Service Cloud into wider business operations and delivering award-winning customer experience outcomes.
Oracle B2C Service Cloud (Previously Oracle RightNow CX) helps organisations deliver assisted and automated services across all channels where businesses interact with their customers. Boxfusion helps Service Cloud users achieve this by delivering intuitive self-service web portals for customers, featuring modern service tools (e.g. AI-driven knowledgebase, web chat and digital assistants), and automating case management processes to support employees.
Boxfusion have deep expertise implementing Oracle B2C Service solutions which drive customer experience (CX) gains for customers across industries. We analyse your CX landscape with a comprehensive CX health check and take the complexity out of the service experience, while building stakeholder trust. Our focus on User Experience (UX) and full understanding of the technology roadmap has helped countless organisations realise the rich capabilities, UX gains and scalability that Oracle Service Cloud provides.
Boxfusion bring leading User-Centric Design (UCD) practices to bear, to ensure customers have the most effective experience interacting with the Service Cloud self-service portal. Our UX process delivers a personalised & seamless online journey for our customers' customers.
We enable businesses to set up a knowledgebase in the best way to leverage the power of knowledge with a range of content types (articles, videos, forums). Machine learning then proactively surfaces the most relevant information reducing search times and incident numbers.
We excel at configuring task automation to guide service agents through the steps they need to take to resolve a particular query. Customers can automatically be routed to knowledge-base resources based on initial information, established requirements and business rules.
We can set up a ‘Forward & Track’ extension that enables agents to log incidents, track progress, and share with external parties without needing additional licenses/product(s). The single view UI maintains communication history for multiple incidents, increases contact centre efficiency and transparency.
Gauge the effectiveness of your service with anonymous surveys and dynamic forms at the end of every interaction. This consistent capture of customer sentiment at the end of each engagement, allows service teams to take corrective action.
We specialise in customising and enhancing user interfaces for service agents, for the optimal user experience. We help our customers to deliver service applications that apply CX best practices and set-ups to enable agents to deliver outstanding customer service.
24x7 self-service and a personalised experience, drives advocacy and CSAT improvements.
Deflection of common customer queries, allows service teams to focus on more complex issues.
More self-service and reduced contact with agents, generates cost savings.
Reduce agent training time because of the enhanced user experience design in the UI.
Understand customer trends using metrics provided by prebuilt and bespoke reports.
The cloud-based platform, integrated with legacy solutions, receives automated feature updates.
Learn how Oracle B2C Service Cloud can unify customer experiences across all your digital channels.