Recent studies show that live chat support has become a big part of customer communication strategy, the reason being that it's an easy and effective way of engaging with customers. Companies use live chat software not only to provide better support and customer satisfaction, but also to significantly improve agents productivity. On top of that, chat also positively impacts businesses by increasing sales, reducing support costs and improving first contact resolution rates.
Engagement Engine doesn't get mentioned too much when discussing Service Cloud, however this little tool can be leveraged to enhance your support offerings quite dramatically. The traditional way to offer support is via a support page/hub, which lists the various methods for interacting with support teams. Often some amount of avoidance is pursued in order to reduce contact rate and hence support costs. What if this reactive strategy of support is not the most efficient for cost nor customer satisfaction?
When someone talks about online support what do you think of? You probably cast your thoughts to the format the vast majority of companies employ - a section/hub of their website dedicated to support, filled with knowledge base articles and links to various methods to contact support staff. Is this the easiest and cheapest way to offer support? Probably. Is it the best way to offer support? Certainly not.
In this welcoming post I would like to express how passionate, here at CoreStudio, we are about Oracle Service Cloud ( formerly RightNow CX ). Oracle Service Cloud provides a lot of features to serve the best customer experience. I personally enjoy working with the product as it combines many components together providing various technological capabilities. We are not going to deceive you by saying it is perfect because as everything it has its weaknesses and most certainly it may not be the best solution for every organization.