Australian Internet service provider (ISP), Jiva, has implemented Oracle Service Cloud for its customer service interactions.
Jiva, which uses iiNet as a wholesale network provider, has been set up to offer a single broadband, local and international call service. The company has effectuated the Oracle Service Cloud to assist customers in obtaining information and self-service tools via its website.
Oracle claims its Service Cloud combines web, social and contact centre experiences for a unified, cross-channel service solution in the Cloud, enabling organisations to increase sales and adoption, build trust and strengthen relationships, and reduce costs and effort.
Oracle Service Cloud Asia-Pacific (APAC) Director Yong Sheng (YS) Lee said the service “...provides a rich, online customer service solution accessible on everything from smartphones to the desktop.
"In today’s highly competitive business environment, the ability to provide a first class customer experience can make or break an organisation. Oracle Services Cloud enables the enterprise to not only provide its customer with best-in-class service, but also increase sales and adoption and at the same time reduce service costs and overall effort.”
Jiva chief customer officer, Maryna Fewster said the self-service features of the Oracle Service Cloud has reduced pressure on its call centre and improved customer satisfaction.
“With Oracle Service Cloud, we are seeing a reduction in calls per customer to our customer service centre, and increased unique and duplicate hits to the support area on our website," she said.
"The use of self-service has overtaken live customer service calls. Not only is the burden on our contact centre lower, but customers’ issues are resolved faster as well."