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  • Michelle Brusyo
    Video Chat Readiness White PaperAnswered7100%
    Topic posted April 21, 2017 by Michelle BrusyoApprentice in Discussion Forum > Chat, Co-browse and Virtual Assistant public
    Title:
    Video Chat Readiness White Paper
    Content:

    Are you thinking about Video Chat for your contact center? It can be an easy, cost-effective way to communicate and collaborate with customers in a way that's both highly personal and highly efficient!

    But there are some nuances to Video Chat that require some planning... Check out the attached paper to read through 10 things to think about before deploying Video Chat in your contact center.

  • Michelle Brusyo
    Co-browse Session TransfersAnswered2100%
    Topic posted November 30, 2016 by Michelle BrusyoApprentice in Discussion Forum > Chat, Co-browse and Virtual Assistant public
    Title:
    Co-browse Session Transfers
    Content:

    Question: Co-browse does not have the typical chat features to transfer, monitor, conference other agents into same session, right?

    Answer: Co-browse does not have any built-in routing capabilities, no. But more than one agent can join a single session, so as usual we depend on the communication channel (or extensions of the communication channel) to handle transferring/conferencing/etc. as Co-browse interactions must always be happening concurrently with a phone or chat interaction.

    For example:

    1. A customer and agent are chatting and co-browsing when the agent needs to transfer this interaction to another agent. The agent uses Chat transfer function to transfer the interaction to another agent, and that agent can begin a new co-browsing session
       
    2. A customer and agent are talking on the phone and co-browsing when the agent needs to transfer this interaction to another agent. The agent puts the customer on hold and warm-transfers the call to another agent, relaying the 6-digit session ID number before completing the transfer so that the new agent can join the existing Co-browse session at the same time as he takes the call
       
    3. A customer and agent are talking on the phone and co-browsing and the agent requires help from a subject matter expert. The agent conferences in the SME and reads him the 6-digit session ID number. The SME, agent and customer all continue co-browsing together.
  • Michelle Brusyo
    Co-browse Remote Control NotificationAnswered2100%
    Topic posted November 30, 2016 by Michelle BrusyoApprentice in Discussion Forum > Chat, Co-browse and Virtual Assistant public
    Title:
    Co-browse Remote Control Notification
    Content:

    I had a great email exchange with one of our Community members about Oracle Co-browse this week and wanted to share a couple topics that were raised that may be of interest to other customers, the first being how customer notifications are handled when an agent moves into Remote Control (mouse and keyboard control) Mode.

    Question: Something I noticed the other day when testing the co-browse, was that by default I’m in mode “View + Point”, and then I have the option to take control of desktop/page… and when I change to this mode, the customer doesn’t get presented with a warning or question to allow… is this configurable?

    Answer: Here is an overview of our strategy around Remote Control warnings:

    1. Instant Co-browse Mode (ICB): No warning is displayed
      In this mode, the customer and agent can only be co-browsing web content owned by the company and so anything the agent can do on behalf of the customer is related only to actions taken in relation to the business. Further, remote control capability can be suspended on specific pages (e.g., an order submission page) to prevent agents from taking certain actions on behalf of the customer.
       
    2. Advanced Co-browse Mode (ACB): Warning is displayed and the customer must grant permission for Remote Control
      In this mode, the customer and agent can potentially be co-browsing content that is not owned by the company and so there is risk that agents will be able to take actions on behalf of the customer that are outside of the "business" website interaction. While the company does have the ability to restrict the URLs and desktop applications agents can access during a co-browsing session that is in ACB mode, liability is further reduced by requiring permission for agents to use the Remote Control feature.
  • Michelle Brusyo
    Co-browse TrueView Feature3100%
    Topic posted May 14, 2015 by Michelle BrusyoApprentice in Discussion Forum > Chat, Co-browse and Virtual Assistant public
    Title:
    Co-browse TrueView Feature
    Content:

    With the upcoming May 2015 release, co-browse users on V4 (November 2014 or later) will see a new feature called TrueView within the Agent Console.

    Check out this data sheet for information about what TrueView is and how it works.

  • Michelle Brusyo
    Not Your Parents’ Skills-Based Routing5100%
    Topic posted September 22, 2015 by Michelle BrusyoApprentice in Discussion Forum > Chat, Co-browse and Virtual Assistant public
    Title:
    Not Your Parents’ Skills-Based Routing
    Content:

    Customers are increasingly visiting a company’s website first when looking for support, and companies are finding innovative ways to structure an optimal web self-service experience with easy ways to escalate into an assisted channel like live chat.  At first, it was sufficient to simply ask the agents to monitor the chat queues and select chats from the queues.  As chat adoption grew beyond the ad hoc stages, businesses implemented automatic queuing and routing to drive agent efficiency and improved customer response times.  This worked well for a while, but soon the websites were empowering customers to resolve most of their simple inquiries and transactions online, leaving increasingly complex transactions to be handled by the agents.  And because customers are investing more effort into finding an answer on their own, by the time they request an agent they want a knowledgeable agent who can offer them competent support.

    Facing this confluence of factors, contact centers are compelled to do a better job of providing prompt, expert support to their customers. Many contact centers start by implementing a skills-based routing solution using the limited technologies that they have.  The typical solution involves setting up more queues to represent more granular customer needs, as well as more profiles of agent expertise designed to map into the various queues. This model works pretty well initially, until companies attempt to scale up the solution to handle tens or even hundreds of unique product and language skill combinations, at which point the system becomes unmanageable.

    At this point, some contact centers are fortunate enough to have a trusty ACD vendor they can turn to for a true multi-channel skills-based routing solution.  However, many chat contact centers do not have that luxury for one reason or another (e.g. they may be a web-centric business and do not have a robust voice solution, their voice contact center may be in a different department and they cannot overcome the organizational barriers, etc.)  Their needs go unmet while the market forces above continue to intensify.  This is why we developed Oracle Service Cloud Experience Routing for our chat customers. With Experience Routing, queues and profiles no longer need to be combined in complex ways in order to get customers to the right place. Now skills are very naturally modeled as attributes of the agents themselves, leading to a simpler system to maintain and update. 

    As a CRM vendor, we had the opportunity to do some things differently.   We decided to define skills using the product and category structures utilized across the Oracle Service Cloud suite.   The product and category structures are routinely used to allow customers to query for knowledge articles.  Once the product and category are known, they are passed in with a chat request to facilitate chat routing as well as to auto-populate any incidents resulting from the chat session. By using product and category to define skills, not only do we make skill definition instantly familiar to Service Cloud administrators, we also facilitate a much more seamless customer experience.   If a customer was on your website querying for knowledge related to “iPhone activation”, (where “iPhone” is the product and “activation” is the category), and they later request to chat with an agent, wouldn’t it be great if you could use that product-category pair directly to look up a skill and then find an agent with that skill?  There would be no need to interrogate the customer again for his intent when he requests to chat.   That is exactly how Experience Routing works!

    When companies are able to simplify their queues and profiles, they can start to use them in new ways to represent what really matters to the business. In addition to an innovative skill model, Experience Routing also introduces advances in queue prioritization and automated overflow handling techniques. Here are three real world examples of how Experience Routing optimizes the way customers connect with a live contact center agent.

    1. An online gaming company has organized queues and agent groups based on hundreds of combinations of specific games and specific areas of expertise, like set-up, in-game purchases, and error messages. And every “skill” constructed this way is also organized by language, resulting in thousands of defined skills. The company is launching a new PC game next month and the contact center is ramping up to support it.
       

    The old way: the addition of the new game creates yet another set of queues and profiles and compounds the already unmanageable number of queues and agent profiles required to represent all game skill and language skill combinations. This is meticulous and error prone, and very disruptive to contact center reporting.

    The new way: the new game is added under “PC games” in the product tree.  Agents who are trained to support the new game’s specific features and errors are given those specific skills.  There is no disruption to queues, profiles, or reporting.  All the agents with generic PC games expertise (set-up, purchases, etc.) are automatically eligible to handle those generic issues with the new game without requiring any updates to their skills. 

     

    1. An electronics company is struggling to keep up with training new agents and efficiently phasing them into the chat queues as they ramp up. With such a high turnover rate in the contact center, it’s become a liability that they haven’t found a way to successfully utilize new agents during the training process.
       

    The old way: it is impractical to define lots of agent profiles representing granular stages of training and different skill combinations each agent may have. Therefore, new agents must go through a lengthy training period before they can be assigned to a profile and start answering chats. Since no profile completely matches their unique skill set, they may be offered chats that they are not completely prepared to handle.  As the agents learn new skills, they must be moved into new profiles.

    The new way: there is no need to move agents to new profiles.  New skills are simply added to an agent’s account as that agent becomes proficient at certain levels. New agents can become productive as soon as they master one skill, since they will only be offered chats requiring that skill.

     

    1. A financial organization is looking for ways to provide an enhanced service experience to their high net worth customers as a way to differentiate in the marketplace. They’ve trained an elite team of service agents to support this customer segment. They wanted to align certain queues and profiles to support routing of VIP customers, but as their product portfolio has grown over time, it’s become extremely time consuming to align hundreds of queues with the right profiles to support this.
       

    The old way: Queues and profiles could be set up to route VIPs to the right place, but without an automated “Plan B” in place there was risk that these high-value customers would have a less than ideal experience depending on the availability of the elite service team. And during slow times, utilization of those elite agents for other activities required managers to actively monitor and adjust routing rules manually.

    The new way: VIP queues are set up to route high net worth customers to the specially trained elite service team as their top priority. In the absence of an available elite agent, the customer would route to the next best agent group. And when elite agents are not engaged with VIP customers, they can act as overflow for other customers as their skill sets are needed.

     

    The Experience Routing skills model, based on products and categories, is easy to learn. Leveraging the tree structures, companies can set up and maintain coverage for the entire range of issues that the contact center supports using a manageable set of skills, even as new products and issue categories are added over time. While customers are on the site, information is being collected about who they are and what actions they’re taking, providing insights around their intent, what they need, and what they’re trying to do. Now with Experience Routing, companies can easily, consistently, and automatically get the right customers to the right agents at the right time.

    To learn more about Experience Routing, watch our recent Ask the Experts webcast on the Oracle Service Cloud Community.

  • Michelle Brusyo
    Co-browse Best Practices100%
    Topic posted April 1, 2016 by Michelle BrusyoApprentice in Discussion Forum > Chat, Co-browse and Virtual Assistant public
    Title:
    Co-browse Best Practices
    Content:

    Please download this white paper about best practices related to Oracle Co-browse, including guidance around planning, deployment, agent training and measuring success.

    If you have any tips or advice to share based on your experience with Co-browse, please add your thoughts below!

    Thank you!

  • Michelle Brusyo
    Investing in Mobile Apps? Help Your Customers Use Them!4100%
    Entry last edited March 18, 2016 by Stephanie HartsogSpecialist, tagged Best Practices in Customer Success Blog public
    Title:
    Investing in Mobile Apps? Help Your Customers Use Them!
    Entry:

    Cobrowse

    Mobile applications are a great way to create an optimal brand experience for customers who prefer to do business from their phones or tablets. But what happens when they have questions or need help while using your app? Depending on the device, screen size, resolution, region, app version (or dozens of other factors), your app may appear or function differently from customer-to-customer. Coupled with the fast pace at which mobile environments change, it’s become crucial that agents have the ability to co-browse with mobile customers in order to quickly understand and solve issues.

    Design Your Mobile Customer Experience

    Businesses put a great deal of thought into the experience they’re creating when building a native mobile application for customers. What needs does the app meet? How is the content streamlined to be optimal for a mobile device? How does the in-app experience connect with the brand’s web experience or its mobile web experience? But one aspect that’s often overlooked is how the business will serve customers who run into a question or problem using the app. Planning for long-term service needs can be as simple as building in easy-to-use live help access, like Chat or an 800 number, and it should always include the ability to co-browse with customers who are using the app. 

    Equip Your Agents with the Right Information

    While some businesses have dedicated agents ready to support issues related to the mobile app, contact center agents often have mixed responsibilities that may include app support. In either case, it’s difficult for agents to stay on top of how the company’s app functions on an Android Device vs. an Apple device vs. a Surface device, or which features are available in a specific customer’s version of the app. The simplest way to ensure agents are familiar with a customer’s app is to give them the ability to see the app on the customer’s screen in real-time. The same benefits businesses achieve by co-browsing with online customers apply to interactions with customers using a mobile app, with the added benefit of solving for all the variables associated with how content displays on mobile environments.

    Guide Your Customers into the Mobile Age

    Not all customers are comfortable turning to mobile applications to do things like shop, bank, or make travel arrangements. But these industries have spent years transforming to offer web-centric and now mobile-centric customer experiences. Co-browse technology gives businesses an opportunity to help customers – no matter how tech savvy – confidently utilize the web and mobile platforms in which the brand has invested. By having the ability to co-browse with customers directly within a mobile app, agents can show customers exactly how to do something when they get stuck. Being able to depend on this level of understanding and service builds long-term customer loyalty while driving usage of self-service mobile tools.

    Maintain Visibility Beyond Service

    While co-browsing plays a crucial role in helping less tech-savvy customers utilize mobile features, it also plays an important role in making long-term improvements to the app. A mobile application is designed to be user-friendly, so when customers do have a question or problem while using the app, it’s important to understand exactly where and why these customers are getting stuck. Co-browsing can help agents uncover and document bugs, common customer issues/complaints, or anything in the app that isn’t delivering the desired experience.

    Oracle Co-browse is easy to add to a native Android or iOS mobile application via a simple SDK, and the ability to do so is included with a Co-browse subscription.  For more information visit Oracle.com.

  • Michelle Brusyo
    Optimizing Knowledge Content for Findability2100%
    Topic posted December 4, 2015 by Michelle BrusyoApprentice in Discussion Forum > Knowledge Management public
    Title:
    Optimizing Knowledge Content for Findability
    Content:

    5 SEO strategies to ensure customers find the right answers, whether they start from your site or a search engine.

    How much do you know about Search Engine Optimization, or SEO? As a knowledge manager, it’s likely not something you spend a lot of time worrying about, but you’ve probably heard a lot about it from the people in your organization for whom it’s a mission-critical tactic to get right. Good SEO can make or break a company. No matter how great your company is, if no one can find you when they’re searching for whatever products or services you’re offering, you’re not in the game.

    Your marketing department is all over SEO, making sure the main website content is well optimized to support their lead generation efforts. Marketing typically shares SEO responsibility with IT, who make sure the back-end architecture of your sites support good SEO practices. In fact, IT probably had a lot of input into the launch of your support site to make sure their SEO strategies would apply there as well. And it’s a good thing, since SEO is about more than just generating leads – it’s about getting the right people to your content when they’re searching for information. That’s just as important for service as it is for sales.  

    But did you know that all the technical SEO work IT focuses on is just a small part of a solid SEO strategy? The most important part of SEO is how the on-page content is written and displayed. That’s where you come in. Want to be an SEO hero? Follow these five tips for optimizing your knowledge content.

    1. Identify a keyword before you write
      One of the major tenets of SEO is the concept of keywords, better described as “search terms.” Keywords can be a single word, a phrase or question.  When you have identified a topic for a knowledge article, think through the exact question a customer might ask, for which this article is the answer. Think about how a customer might describe a problem that this article helps solve. Pinpoint that one single word or phrase and then build your content strategy around it. Next, identify a short list of LSI (Latent Semantic Indexing) keywords, which are synonyms to your main keyword and can be used to signal relevancy to the search engines. One easy way to come up with a list of LSI keywords is to do a Google search for your main keyword and check the “Searches related to” list at the bottom of the results page.
       
    2. Carefully craft an optimized title for your knowledge article
      Your title is one of the most important pieces of the content optimization puzzle. Oracle Service Cloud automatically applies an H1 tag to your article title, which indicates to the search engines that this word or phrase is important and accurately describes the topic of the content found on this page. Keep your title to about 7-9 words if possible, include the keyword you identified in step 1, and make sure that the most important words are placed in the first 55-65 characters of the title. This ensures that the most important words, which should include your keyword, are displayed on the Search Engine Results Page (SERP).
       
    3. Use your keyword frequently in your content
      Don’t write your content for the benefit of the search engines – write it for your customers, but with SEO as a secondary focus.  Work your keyword in to your content organically, where it makes sense. Also use those LSI keywords if they can be worked into your content – this can actually make it easier to create well-written content that doesn’t sound like it’s written for search engines by noticeably repeating the same keyword.  In terms of the length of your content, it’s often recommended that optimized content use more than 500 words. This isn’t strictly necessary. For shorter answers, there’s no reason to add filler content just for SEO if you’re able to get to the point with less words. However, if there are certain keywords which you consider highly competitive, in that you would obtain an important competitive advantage if a customer clicks on your link in the search results versus a competitor’s link specific to the same search term, you will want to invest more time into crafting a longer answer and sticking to that 500+ word count recommendation. In this case, make sure you are using your keyword within the first 100 words.
       
    4. Optimize your multimedia
      Using video and an image within your answers is another great way to enhance your content to make it more engaging and useful for customers. It also gives you an opportunity to leverage additional optimization techniques. When adding images, make sure your image file name contains your keyword. Add alt text for images that includes your keyword as well – this helps with accessibility and SEO.
       
    5. Make your content so good, it’s shareable
      This last one is only partly in your control. Aside from good architecture and on-page SEO, the third critical element to good search ranking is inbound linking. Search engines recognize content as being relevant and authoritative when multiple resources link to that content. So write great content that’s useful, easy to understand, and relevant. You can encourage inbound links by highlighting great knowledge content on your company’s blog, posting it on social channels, and making it easy for customers to share your content on their own social networks by including social sharing buttons on your self-service pages.  
       

    There are many things that can be done within the Oracle Service Cloud to improve SEO using technology, including the use of the Related Answers Widget and utilizing canonical naming. But the most important parts of an SEO strategy aren’t the technology and architecture tactics – it’s the art and science of optimized content. So keep these content optimization tips in mind when crafting your knowledge articles and know that you are playing an important role in not only providing the answers your customers need, but ensuring they can find those answers when they need them.

  • Michelle Brusyo
    Best Practices for Co-browsing During Chat Interactions100%
    Topic posted June 29, 2015 by Michelle BrusyoApprentice in Discussion Forum > Chat, Co-browse and Virtual Assistant public
    Title:
    Best Practices for Co-browsing During Chat Interactions
    Content:

    When a customer is having trouble finding or doing something online, such as completing a purchase or utilizing self-service tools, it can often be easier for an agent to help him if he can see the customer's screen in real-time in order to understand the problem and guide the customer through to a resolution. Co-browsing technology makes this possible by creating a screen sharing experience that's extremely fast to launch, universally compatible and built for customer privacy and security. Co-browse can be used during both voice and chat interactions, enabling agents to provide faster and more accurate help in the customer's channel of choice.

    There are some considerations specific to co-browsing during a live chat interaction, and some best practices that can help optimize this process to ensure efficiency and a positive customer and agent experience.

    1. Know when to use Co-browse

    Make sure your agents know when to use Co-browse versus other tools that may be in their Live Chat ***. For example, Page Peek and Visitor Browser History can often give the agent enough information and context to fully understand the customer's issue and provide assistance without starting a co-browse session. However, when the agent needs more information about what the customer is experiencing on the website or mobile application, he can use Co-browse to have a shared view with the customer in real-time. Co-browse should also be used for situations where the agent needs to walk the customer through a process or show him where to find information versus explaining how to do these things via text. This can save a great deal of time when working through complex issues with a customer.

     

    2. Use well-thought-out canned messaging to suggest co-browsing

    Think through the use cases where co-browsing with customers might make sense and craft clear and concise messaging that agents can use to suggest a Co-browse session. For example, "I could help you better if I could see your screen..." and "Your privacy is extremely important to us. During our screen sharing session, I will only be able to see..."  Have your legal team review this messaging and all standard text related to the co-browsing experience.

     

    3. Keep co-browse interactions on a 1-to-1 level

    When co-browsing with a customer, an agent should avoid taking multiple chat interactions. The Co-browse experience requires constant attention from the agent in order for him to see what the customer is doing and work with the customer through a problem or question. Handling multiple chats while co-browsing is difficult and weakens the experience for the co-browsing customer.

     

    4. Make sure the customer knows that the chat session will continue during co-browsing

    This can be addressed via the canned messaging related to co-browsing, but it's important to ensure that the customer knows to continue communicating via the chat window during a Co-browse session. This will help avoid instances where the customer mistakenly closes the chat window.

     

    5. End the co-browse session before ending the chat session

    Another standard message agents should have available is an alert to the customer that the agent has ended the Co-browse session. This should always be done and confirmed before the chat sessions is ended. Customers also have the ability to end a Co-browse session at any time, but to ensure a positive experience it's important to communicate to the customer that his or her screen is no longer visible.

     

    By following these best practices, co-browse can be a powerful enhancement to the chat channel, increasing first contact resolution rates, reducing chat handling time for complex issues, and driving customer satisfaction.

    Do you have any suggested tips or best practices to add? Please share in the comments!

  • Michelle Brusyo
    Co-browse Launch Buttons - Best Practices100%
    Topic posted June 23, 2015 by Michelle BrusyoApprentice in Discussion Forum > Chat, Co-browse and Virtual Assistant public
    Title:
    Co-browse Launch Buttons - Best Practices
    Content:

    To start a co-browse session during a voice interaction, a customer needs to click a co-browse launch button present on the company website. This paper outlines best practices and various options for how this button can be configured to appear on the site.