What is Oracle B2C Service Outreach?
Environment:
Oracle RightNow Outreach Cloud Service
Oracle B2C Service, All versions
Resolution:
Oracle B2C Service Outreach is a core component of Oracle B2C Service’s application suite. Oracle B2C Service Outreach is designed both for service professionals who want to serve customers proactively and for marketing managers whose aim is to deliver dynamic, customer-centric email campaigns.
Oracle B2C Service Outreach includes everything needed to optimize email marketing communications and proactive customer service messages:
- Intuitive campaign designer interface for creating email campaigns
- Ability to personalize and include contact-specific detail within messages
- Easily create targeted lists
- HTML (WYSIWYG) content editor
- Integrated email reply management
- Analytics and reporting
- Test cell feature to identify the best message
- Seamless integration with Oracle B2C Service
- High volume delivery
The Outreach module is built on the same data schema as Oracle B2C Service, which allows for immediate, out-of-the box integration. When Oracle B2C Service Outreach is integrated with your Service application, agents can view all mailings sent to the contact, which allows them to better serve your contacts.
Oracle B2C Service Outreach also manages all hard and soft bounces from a mailing. Replies to mailings can be handled by rules you configure to auto-respond, route, and/or reply to the responses. This allows for better follow-up to your customers' questions.
The reporting capabilities add to its effectiveness as a marketing and customer satisfaction enhancement tool. Email open rates and "click-throughs" are automatically recorded. Outbound includes both pre-defined reports and the ability to create custom reports based on your needs. This allows you the ability to simplify mass email replies, track metrics with drill-down reports, and view data specific to selected groups of contacts.
For additional information, refer to the 'Outreach and Feedback' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.
