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News : Retail ISP Jiva Implements Oracle Service Cloud
Redwood Shores, CA, Jan 22, 2014 -- New retail ISP, Jiva, has implemented Oracle Service Cloud to manage its multi-channel customer experience. Jiva customers need easy access to timely, reliable and relevant service information. Oracle Service Cloud helps enable Jiva customers find the answers they need through a seamless experience regardless of the channel that customers choose to engage in. Jiva customers now have access to self-service tools, allowing Jiva to streamline its customer service function, improve the customer experience and reduce business costs and complexity.
Jiva has implemented Oracle Service Cloud to manage customer service interactions across its online channels.
Jiva required a service offering that was fast to implement, provided easy integration to the company's existing systems, and offered a cross channel customer service experience. Part of Oracle Cloud, Oracle Service Cloud was selected for its ability to provide customers with access to reliable and relevant information in an easy to navigate format.
"With Oracle Service Cloud, we are seeing a reduction in calls per customer to our customer service center, and increased unique and duplicate hits to the support area on our website. The use of self-service has overtaken live customer service calls. Not only is the burden on our contact center lower, but customers' issues are resolved faster, as well," said Maryna Fewster, Chief Customer Officer, Jiva.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Set Customer Expectations
More Editorial From Oracle
Oracle’s solution for software companies enables companies to provide customer service and efficient sales operations, while helping to ensure ordering, fulfillment, and revenue recognition. With Oracle’s integrated software, companies can improve your ability to cross-sell and up-sell by centralizing customer information, as well as enhance the customer experience across all channels.
Published: Thursday, January 23, 2014