oracle knowledge for web self service
TRANSCRIPT
Benefits of Web Self-Service • According to Forrester, 72% of customers prefer using a company’s Website to answer their questions. But only 52.4% find the information they need .
• Customers want to solve their Organizations that are investing in issues quickly and easily on the Web. When they can, they are likely to buy more, with 88% saying they will increase their spending.
Web Self-Service Statics • According to the Customer Respect Group’s “2007 Benchmark Report,” it takes only three failed attempts for consumers to abandon Web self-service.
• Forrester predicts that online failures will grow by 18 percent each year.
Etisalat Web Self-ServiceEXIST FEATURES AND NEEDS
Exist Web Self-Service
ORACLE KNOWLEDGE FOR WEB SELF SERVICEKEY CAPABILITIES
key capabilitiesSuperior Answer
Accuracy
Social Business
Networking Powerful Analytics
Rich Content
Cross Channels Seamlessly
Rich Content Authoring, Publishing and Workflow
Deliver beautiful, compelling, knowledge with easy, intuitive WYSIWYG authoring and rich media support, including video, images, PDFs & other media. Knowledge Advanced offers a rich intuitive authoring interface allowing any agent to easily create and publish knowledge answers as an integral part of solving customer issues.
Superior answer accuracy•Oracle’s patented natural language processing (NLP) technology delivers the most accurate Web self-service solution on the market today. It is the power behind this intent-based search, delivering exceptional “findability” and first-page relevance across multiple sources. That’s because the NLP technology has one simple goal: to find a relevant answer that matches the intent of the question as quickly as possible .
•Search Engine Optimization.
Superior answer accuracy CONT.
With the following Advanced Knowledge search capabilities the right information is always delivered to customers and agents exactly when needed:
• Faceted Navigation: Classifies internal and external content into a unified hierarchy allowing users to filter and fine tune their search results using products and categories.
• Context-driven search: Improves search context and relevancy while simplifying search maintenance with automatic understanding of the nature of the question.
• Universal and industry-specific intent libraries: automatic understanding based on pre-packaged industry dictionaries in multiple languages and industry verticals. Wizard based administration tools allow for easy addition of company specific terminology.
• Smart Excerpts : Returns excerpts from within any document type with the matching words and phrases highlighted.
• Promoted Answers: The Promoted Answers feature of Oracle Knowledge for Web Self Service delivers dynamically presented, predefined pieces of content related to the inquiry, such as related questions, product promotions, service alerts, and troubleshooting wizards. These can be configured to personalize the response, enrich the service experience, and turn service interactions into sales opportunities
Social business networking Empowered customers are loyal customers. With the interactive power of Oracle Knowledge for Web Self Service, your customers can become a key part of the self-service experience.• Connect customers with a wide range of opinions and ideas within interactive peer-to-peer
discussion forums • Leverage community conversations in the knowledge creation workflow to efficiently turn
social discussions into reusable answers • Offer subscription services to deliver smart feeds of content that keep customers apprised
of vital information
Cross Channels Seamlessly Reduce the customer effort of crossing channels and increase customer satisfaction. Real-time chat sessions strengthen customer relationships by expanding multi channel support and improving service quality. Additionally, Engagement Engine provides dynamic delivery of chat assistance and offers based on online behaviors to personalize interactions and engage with customers at the moment of need.
Intelligent autoresponse :By providing fast, prepared e mail responses to commonly asked questions, Oracle Right Now Web Self Service Cloud Service reduces the number of inquiries agents must handle.
Powerful Analytics The analytics feature of Oracle Knowledge for Web Self Service delivers smart insight into self-service interactions to optimize answers, conversations, and the consumer experience. Full drill-down capabilities provide in-depth session level analysis of searches, feedback, and content usage. The analytics feature enables your organization to • Understand what customers want to know, with insight into top intents, top issues, and hot
questions • Understand the root cause of poor customer interactions that lead to escalations, to prevent
future problems• Measure search usage, content value, and customer feedback against established KPIs • Monitor overall system effectiveness, performance, and accuracy with dashboards that
provide usage statistics on a daily, weekly, or monthly basis
Make - Buy decision Set of Features Weigh
tBuy – Decision Make – Decision
Rich media support Is to make it
natural language processing (NLP) technology
Is to buy
Search Engine Optimization.
Is to make it
Promoted Answers Is to make it
Smart Excerpts Is to make it
Powerful Analytics Is to make
Discussion forums Is to make (Existing in web center)
Multiple Support Channels
Is to buy