Being a call center solution, you might call millions of customers every day. But how many of them are effective? Not all, right? Any system designed after a dedicated analysis is indeed the most effective one. Imagine your calls are supported by an analytical solution, where you get to know the recent trend, your website’s performance, people’s interest, and a few more. Such analyses are the key to your call success rate.
Here we will discuss how web analytics of Oracle call center integration will support your business. Stay tuned to understand the possible insights you can gather through the web analytics feature of the Oracle service cloud call center solution.
Web Analytics in Call Center Solution
Web analytics is the process of measuring and analyzing your website performance. By monitoring the user behavior, and understanding their preferences, you can figure out which part of your website is interesting to people. With this gathered information you can tweak your communication strategy, and call schedules accordingly. This would help you ensure personalized communication with your customers so that they can get attracted to your service.
Web analytics tools will closely monitor every web visitor’s interaction with the website. Right from the time duration to the eye movements to clicks and transactions, all are monitored.
Oracle Call Center Solution
Call center integration with Oracle is the wise option for call center services. Oracle offers a holistic call center solution called Oracle cloud call center. This software of Oracle intends to ensure a high level of customer satisfaction by providing exceptional customer service.
Insights Gained From Oracle Cloud Solution
The Oracle cloud solution will support a call center with multiple insights. As discussed, the web analytics feature of Oracle Cloud results in multiple key points to make call center-based decisions. Here is a list of features analyzing which you can enhance your call center performance.
Omni Channel Communication
Out of many insights you could collect from a cloud-centric web analytics system, omnichannel support comes first. Not every business will work well in all the channels. Also, the contact center these days is not just restricted to calls.
So, by analyzing what worked well for your business, and the preferable mode of contact for the particular contact, you can choose the best communication channel. A professional B2B customer may not be available on entertainment media, whereas you can rely on email to connect with them.
Website Visitor Segmentation
Websites and their performance might have a huge impact on a business. As this is the first thing people would like to see about your business. So, analyzing the performance of your website by tracking the visitor’s data will help you make informed decisions.
By tracking the heatmaps of users’ eye movement and time spent on each page, you can detect which of your content is resonating well with your audience. Based on this analysis, you can classify visitors based on their behavior and modify the communication content accordingly.
Customer Journey Analysis
This is more like a visitor analysis. But here, it is more specific to customers. Visitor analysis is to make a general analysis of the trend. Whereas the customer journey analysis is the process of monitoring the whole journey of the customer in their buyer journey. By this, you can move along with them in the journey, and ensure a personalized service to each customer.
Say like, if you added a product to the cart long back, but didn’t make a purchase. Then, you can send them a reminder message on buying the products. You can also analyze the reason for the delay in purchase and recommend other options or discounts accordingly.
Possible Issue Resolution System
The Oracle call center solution is capable of analyzing thousands of calls from each category in a short while. From this analysis, you can figure out the pattern among the calls and the results. With this, you can analyze the possible issues that would occur and prepare yourself to fix them without any delay.
Say like, your web analytics solution would have found that most users from a particular place are specific about a particular product. The chances of getting this kind of query are analyzed based on other factors as well. Based on this, if you are about to handle a call from another person of the same location, you can keep yourself prepared to tackle their questions.
Based on the analysis, your system can build a whole new document that contains advanced information about the customers. The document will list many categories, mix-match them, and have a communication template for every possible combination. When you are about to pick a call, you will be given an outline script to address and hints about the points to discuss.
Frequently Asked Questions
- Is Oracle’s call center solution a cost-efficient one?
Without any doubt, Oracle’s call center solution is a cost-efficient choice for call centers. The features like routing, web analytics, and a few more will save you from wasting time on unproductive calls. When your attempts and money on calls don’t go wasted, it is indeed cost-effective.
- How is web analytics helpful in the call center business?
Out of many analyses to build a business, analyzing one’s own website is the most crucial one. The websites are a huge base where visitors will leave tons of hidden information about their interests. By analyzing their activity on your site, you can build the right business model.
- What is call center integration with Oracle?
Oracle service cloud call center is a tool designed by Oracle. By integrating this tool with call center softwares, you can improve your call center performance efficiently. Being a tool that runs on the cloud, it eases the processes of data storage, access, and transmission.
Would you still overlook the advantages of integrating Oracle cloud service in your call center solution? Knowing the specialties of Oracle call center software, and understanding the advantages of the web analytics feature in it, no call center would afford to miss out on this.