Oracle Updates Social and Service Clouds

Grazed from TalkinCloud. Author: Nicole Henderson.

Recognizing that more customers prefer to contact brands through social media rather than phone or email, Oracle (ORCL) has added more social customer service capabilities as part of updates to the latest version of its Oracle Service Cloud and Oracle Social Cloud on Monday.

Oracle said that the latest release of Oracle Service Cloud allows organizations to deliver a seamless experience between web service and community interactions with Community Self-Service, which allows customers to find an answer quickly and reduces requests to the contact center…

According to a report by Gartner, as cited by Oracle, peer-to-peer communities can reduce support tickets by an average of 20 percent…

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