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Client Success SpecialistJosh Dodge

Proactive Engagement in the Cloud

Pro-active Online Service

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Safe Harbor Statement

The following is intended to outline our general product direction. It

is intended for information purposes only, and may not be

incorporated into any contract. It is not a commitment to deliver any

material, code, or functionality, and should not be relied upon in

making purchasing decisions. The development, release, and timing

of any features or functionality described for Oracle’s products

remains at the sole discretion of Oracle.

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Agenda

Why Proactive Engagement?

Common Proactive Rules

Why Oracle Engagement Engine?

Customer ROI

Q/A Discussion


Why Proactive Engagement?


Expectations And Demands Are Rising

More AccessMore Options

ISSUESBEHAVIORS


Service Matters More than Price

Base: US online consumersSource: Forrester’s North American Technographics Q4 2008 Customer Experience Online Survey


Source: Creating Channel Harmony Versus Channel Conflict

Consumers Prefer Voice & Chat Channels


Customer Engagement is a Balancing act “85% of business leaders say that their organization is placing an increased importance on customer service…..1

• Potential revenue loss for not offering a positive, consistent, customer experience is 20% of their annual revenue, or $400M for a $2B firm 2

• Customer Churn - 89% of customers say they’ve switched brands because of a poor customer experience.2

… a majority of these same organization are looking to increase customer satisfaction

with a limited or no increase in cost.”1

Top 3 Priorities: o Improve Cross Channel Exo Improve Online Support Exo Improve Online Purchase Ex

“Good service is hard to deliver …the contact center technology

ecosystem has grown more complex”3

3. Navigate the Future of Customer Service, Forrester Research, Kate Leggitt, Jan 30 2012

1- Aberdeen Group CSO Summit report 2012

2- Oracle Survey: Global Insights on Succeeding in the Customer Experience Era 2013


Reality Check: Channels Average Cost

Conversion Rates

Product Complexity

First Contact Resolution


Common Proactive Rules

Capturing the low hanging fruit!


Invite after timeout on the page

Priceline


Chico’s

Timeout on Page Detect wrong coupon or gift card

number


Adapts engagement to error codes

Allstate

Insert Picture Here


Engage with customers leaving the cart

Sony


Why Oracle Engagement Engine?


Oracle Engagement EngineEngagement Engine History

Increases

Acquisition

Retention

Efficiency

The Engagement Engine is based on more than 10 years of expertise in rules-based deployments, use case validation and product evolution through Oracle service and sales solutions.


Easy to DeployExample of JavaScript to be placed on any web page.

<script type='text/javascript'>window.ATGSvcs = {'eeid': Account Id};</script><script type='text/javascript' src='//static.atgsvcs.com/js/atgsvcs.js'></script>


Easy to Configure


Oracle Engagement Engine On Demand

Apply complex logic to customer engagement on the website through a simple interface


Oracle Engagement Engine Drives All Channels

Web

Engagement Engine leveraging Recommendations EngineEngagement Engine leveraging Recommendations Engine

Clickto

Chat

Clickto

Chat

Clickto

Call

Clickto

Call

VirtualAssistant

VirtualAssistant

Engagement Engine Tag

KnowledgeKnowledge SurveysSurveys

Custom & Third Party Engagements


Oracle Engagement Engine Added Benefits

Integrate any custom JS and web analytics to the events driven by the engine


Customer ROI Highlights


Retail

• 45% increase in AOV for Internet customers with Click to Chat

• 3X conversion rates for Click to Chat users

• 20-40% conversion rate for Click to Chat sessions• 20-30% increase in AOV for checkouts after a Click to Chat

• 58% of online customers use Click to Chat before ordering a product


Telecommunications Providers

• 10%+ increase in online revenues with Click to Call

• Reduced customer attrition

• Generates over 250,000 chats per month and successfully reduced phone use

• Realized substantial cost savings thanks to global deployment via TeleTech and Convergys

• Chat agents handle more than 3 simultaneous chats• Average customer wait time less than 17 seconds

Customer Oracle Benefits


Travel & Leisures

• Achieved 30% Conversion Rates on Click to Call interactions, double the conversion rate on 1-800 calls

• Over 25% of users said the service “saved” them from clicking to competitor

• Drove 50X net revenue in additional reservations when compared to the cost of the service

• 80% of calls initiated with Click to Call converted into reservations• 18% reduction in Web site abandonment

• 45% of customers who used click to call converted versus 25% on their normal 800# calls. Extensive AB Testing demonstrated that Click to Call did not cannibalize sales and represented incremental revenue uplift.



Financial Services

• 18% increase in call volumes for cross-sell and up-sell opportunities

• 25.1% lift in conversion as a result of Click to Call• 41.2 % increase in average order size

• 37% reduction in abandonment• 17% reduction in average handling times thanks to cross Live Context (cross

channel data passing)• 82% of live help users claimed Live Help made it easier for them to get help,

information or customer service compared with other contact options (email, telephone #)



Insurance

• 30% increase in inbound prospect inquiries with Click to Call• 25% reduction in abandonment for Click to Call users

• 37% conversion rate increase for Live Help users• 41% conversion rate for Click to Call users• 28% conversion rate for Click to Chat users

• 25% conversion rate on Click to Call sessions



Q/A and Discussion

Thank You

Documents

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