As the demand for mobile customer service interactions continues to rise, enterprise technology companies like Oracle, with today’s release of a mobile agent application designed for Oracle Service Cloud, are mobilizing support solutions.
With the share of mobile CRM apps expected to grow from a tune of 200 applications that were available for download in app stores in 2012 to more than 1,200 apps by 2014, according to Gartner, mobile sales, marketing, and customer support applications will become increasingly diversified.
The latest version of Oracle Service Cloud comes integrated with productivity tool Oracle Fusion Tap, a native iPad application that combines workforce performance metrics, sales force automation, incident management, and recruitment capabilities.
Oracle, which estimates one in seven customer support sessions that occur through its software now stem from mobile devices, has brought together the Oracle RightNow support solution with an Oracle RightNow Mobile Agent app designed for customer support agents and managers.
Now, an Oracle Service Cloud user can create incidents and manage notes on cases and contacts while on the go. Additional improvements have been made to enable agents to assign and update tasks in line with their RightNow support sites straight from a mobile device.
To tap into the native experience of the mobile device itself, users can take advantage of features such as FaceTime and maps in live customer support instances via the Customer Portal. For instance, customers can now snap a photo and attach an image to a support incident or case directly from their mobile device.
On the agent side, a key benefit for support representatives using Oracle Service Cloud in conjunction with the Oracle RightNow Mobile Agent app is the “un-tethered access to real-time, up-to-date contact records and service history information” that the solutions provide, according to David Vap, group vice president of product development, for Oracle.