SPECIAL.T by Nestlé 使用 Oracle 服务解决方案改善客户体验
Nestlé S.A.（雀巢）是一家拥有 2000 多个全球和本地品牌的全球知名营养、健康和保健企业，该企业正在与 Oracle 合作改善其客户互动。
“Managing our customer interactions with Oracle CX Service enables us to move very quickly.Instead of worrying about servers and IP addresses, we can implement best practices, features, and functionalities to optimize our customers’ digital experience.The benefits of working with Oracle Cloud solutions are enormous.”
SPECIAL.T by Nestlé 为何选择 Oracle
"After a thorough market evaluation, we chose Oracle Service because it provides us with a fully integrated customer interaction solution across all channels and for all platforms, without needing to change our agents’ working methodology.If you want to find the right answer to a customer question—in the customer’s local language and targeted to his location—then Oracle Service is the industry’s best tool.Not only did we choose the right technology, but we also selected the right people with whom to work.Oracle’s proof-of-concept for our integrated platform demonstrated how well they understood our business—it offered full integration with our e-commerce platform and all the benefits we were looking for."
—Pascal Monnier, IS/IT Manager, SPECIAL.T by Nestlé, Nestlé S.A.
—Pascal Monnier, IS/IT Manager, SPECIAL.T by Nestlé, Nestlé S.A.
Results
- 部署了 Oracle 服务，通过从社区门户到与产品专家即时聊天等多种渠道，与消费者更好、更有效地互动
- 通过使用 Oracle 服务，为客服人员提供一个单一的用户界面来满足所有的客户支持需求，而无需再依赖不同的、非集成的应用，从而降低了运营成本
- SPECIAL.T 能够根据每个消费者的已知偏好（比如特定的茶叶）为其及时提供量身定制的优惠，并自动计算出缺货日期，提醒客服人员客户的茶叶可能已经喝完了
- 将客户交互流程与企业电商销售平台和客户关系管理 (CRM) 平台整合在一起，近乎实时地同步客户联系方式、订单和退货授权
- 实施中央知识库，内容涵盖从机器错误代码到 SPECIAL.T 促销的所有基本主题，以多种语言提供，并按国家/地区进行个性化设置，为客户和客户服务座席提供先进的互动体验
- 通过各种方法加强对消费者的购买支持，包括用当地语言回答一系列问题（如茶叶种类和泡茶方法），并根据国家/地区提供相关信息（如送货时间）
- 通过自带即时聊天功能的门户网站，接收消费者直接反馈，进而迅速根据消费者的需求调整产品和服务
- 利用 Oracle 服务云的推广功能，通过基于客户的历史消费记录实施有针对性的促销来推动额外的收入，例如推荐与客户喜好相似的新茶叶产品
已发布:2020年10月2日