View all newsletters
Receive our newsletter - data, insights and analysis delivered to you
  1. Technology
  2. Cloud
August 18, 2015

Oracle takes customer services social in the cloud

Company will integrate social media data to help improve customer services.

By James Nunns

Oracle is enhancing its Service and Social Clouds as it looks to enable better customer services.

The Community Self-Service offering is created from the unification of its Web self-service and Web community.

The integration comes as customer trends show that they prefer to contact brands through social channels instead of by phone or email.

Customers will be able to simply access answers on queries through existing knowledge that the company has on an issue, in a single place through the Service Cloud.

The goal of this move is to help customers to get answers faster and it should result in companies having to field less calls, potentially reducing the amount of staff required in help centres.

Enhancements to its Social Cloud make it possible for it to listen in and analyse data from a company’s private sources. This is an additional to the social media data it monitors from Facebook, Twitter and customer communities.

On the 6th of August, Oracle and Twitter expanded their relationship in order to help businesses to better understand the conversations being had about their brands. The new data service ties in with this and will help to provide analysis.

Content from our partners
Scan and deliver
GenAI cybersecurity: "A super-human analyst, with a brain the size of a planet."
Cloud, AI, and cyber security – highlights from DTX Manchester

The idea behind this is so that companies are able to improve the customer services that they give. Meg Bear, group VP, Oracle Cloud Social Platform, said: "In today’s competitive digital landscape, you’re compared to the most responsive companies on the web, not just your natural competitor."

Through its Social Cloud Relationship Management dashboard users will be able to analyse unstructured public and private data in order to gain customer insight.

David Vap, group VP, product development, Oracle: "In today’s hyper-competitive business environment, understanding the voice of the customer is essential to providing exceptional experiences, whether on public social networks, across communities, or within high-touch contact centers."

Oracle itself has come in for criticism regarding its treatment of its customers, being described as ‘brutish’ in its sales tactics.

Another area where the company has failed to shine is in a comparative survey of its performance in relation to its competitors, including ranking lowest in its ease to work with.

Websites in our network
Select and enter your corporate email address Tech Monitor's research, insight and analysis examines the frontiers of digital transformation to help tech leaders navigate the future. Our Changelog newsletter delivers our best work to your inbox every week.
  • CIO
  • CTO
  • CISO
  • CSO
  • CFO
  • CDO
  • CEO
  • Architect Founder
  • MD
  • Director
  • Manager
  • Other
Visit our privacy policy for more information about our services, how Progressive Media Investments may use, process and share your personal data, including information on your rights in respect of your personal data and how you can unsubscribe from future marketing communications. Our services are intended for corporate subscribers and you warrant that the email address submitted is your corporate email address.