In June 2014, Oracle announced that it was buying LiveLook, a co-browsing software manufacturing company, for an undisclosed sum.  A co-browsing software allows you to surf Web pages jointly so that you could be in different locations and still see the same Web site as the other sees.  LiveLook’s co-browsing software allows you to share your screen instantly so that you can see the same frames, portlets and even the content that is filled out in Web forms.

Co-browsing software is especially useful in customer service.  Your customer service agent can see your customers’ screens, guide the customer by using the pointer, or help the customer choose the right services or products as well as close the transaction.  If your customer needs to fill out a form or complete a complicated application, you can help them with that too.  In short, you can make sure that you and your customer are on the same page, literally!

What all these means is that you can give your customer a better experience with your brand or company.  For one, the interaction over a co-browsing session closely resembles in-store experiences.  Another benefit is that you can make it easier for both your customer service staff and your customer to find what they are looking for and to do what they need to do.  You can also use co-browsing software to collaborate more fully and in a much easier way.  It can also cut the time of support calls because these are resolved much faster.

You could also engage customers faster and easier – because you are essentially giving them personalized, fast and responsive customer service.

What this means for Oracle customers

Now you can engage your customers directly.  Because of the LiveLook functionality in Oracle products, you can increase customer satisfaction, as well as the efficiency of your customer service staff.  It could also lead to more revenues for you.  This will be part of the Oracle Customer Experience line of products, which pits the company against Salesforce.com, Microsoft and SAP.

Moreover, the new LiveLook feature would further strengthen Oracle’s reputation in delivering the most effective solutions for the cloud.

So it does not really matter if you have a small local business or a medium-sized company, you can still benefit from LiveLook if you have Oracle products, putting you in the league of these companies:

• Quicken Loans
• CapitalOne
• PBS
• TurboTax
• Accenture
• Hibu
• Ameriprise Financial
• Putnam Investments
• Northrop Grumman Federal Credit Union
• Match.com
• Grantham University
• Allegan
• The Container Store
• Blue Cross Blue Shield of Alabama
• Auto General

A use case

Oracle recounted how Northrop Grumman Federal Credit Union used LiveLook.  The company has more than 50,000 members in 35 different locations in the United States.  The credit union migrated to a new online banking platform that was quite complex to learn.  So they used LiveLook so that their representatives were able to walk their members through the new platform.  As a result, the credit union was able to avoid the past problems they had, and instead had a shorter call times than expected, no member frustration, no customer reps frustration and all the cases that made used of the co-browsed was satisfactorily resolved in just one call.

 

Would you like to gain this functionality for your own customer service success?  Or do you want to know more. Then contact Four Cornerstone now and maximize your business investments!