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Fanatics Leverages Cloud To Bolster Customer Service Experiences

Fanatics, an e-Commerce sports merchandise retailer, has selected the Oracle Customer Experience (CX) Cloud suite to help launch new customer service initiatives, including its Jersey Assurance offering. The Jersey Assurance program offers fans a free replacement jersey if an active professional athlete switches teams within 90 days of purchase.

The retailer is leveraging Oracle Service Cloud to unify its web, social and contact center experiences, as well as to support its new “Athletes Solutions Kiosk,” which is designed to:

  • Reduce the time required to resolve fans’ questions;
  • Drive consistent engagement across channels; and
  • Provide a more personalized and friendly fan experience.

Additionally, Fanatics uses Oracle Marketing Cloud to track and analyze fan behavior across channels and devices, further empowering customer service agents and supervisors to develop engaging experiences.

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“We wanted to make sure that whenever fans contacted us, whether it’s through voice, chat or email, that we would be able to give them a really world-class experience,” said Carolyne Matseshe-Crawford, VP of Fan Experience of Fanatics in a statement. “We had a very talented group of people, but they were working independently in silos and we knew that had to change. With Oracle, we have been able to bring our team together and deliver a tailored experience so that whenever or however fans contact us, it feels like they are communicating with a friend.”   

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