Dive Brief:

• Oracle announced new features for its Service Cloud and Social Cloud that offer enhanced social service and incident routing, extended social listening and analytics capabilities as well as a community self-service solution.

• Oracle said the new capabilities will help businesses improve customer service and reduce contact center requests.

• The enhancements also include a community self-service solution. Research from Gartner has found investment in such peer-to-peer communities drives support costs down and boosts profits.

Dive Insight:

According to data from Nielsen, more than one in three customers prefer to contact companies through social channels rather than by phone or email. But businesses often have difficulty tracking and analyzing those conversations. Oracle’s additions to its cloud products are designed to help businesses better analyze customer comments that come in via chat, call logs and survey data.

“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,” said David Vap, group vice president of product development for Oracle. “The updates to the Oracle Service Cloud and Oracle Social Cloud help businesses listen, identify and track social conversations, enabling them to quickly and efficiently respond to customers looking for answers.”