How do you submit feedback to the CX Service Support team?

Environment:

For customers using the Oracle B2C Service Support site or contacting CX Service Support

Resolution:

We want our customers to have input on what we do well and where we could use improvement. We provide multiple ways by which customers can give us feedback: our closed service request survey, site feedback, the response thread rating, and the support experience feedback mailbox.

When a service request is closed, the contact of the record will receive a survey asking about their experience with CX Service Support. Survey results are reviewed each month by both executive and team management.

Customers can submit site feedback through the link at the bottom of all Support Site pages. Submitting feedback generates an email to our Operations team who will evaluate and respond to the suggestion. 

The response thread rating allows customers to indicate how helpful a specific response was either on the support site or through email. Formative feedback helps us quickly improve the support experience.

The Support Experience Feedback Mailbox is actively monitored and intended for any type of feedback customers want to provide. The email address is: osvc_support_feedback@customerhelp.com.