Case Study: Kohl's improves customer experience with Oracle Service Cloud

Kohl’s takes a test, learn, evolve approach to optimizing the customer experience

Kohl’s was working to make the digital customer experience simpler, easier, and more seamless as shoppers moved across mobile, social, chat, email, and store channels. The retailer also wanted to reduce customer service contacts tied to order status, loyalty questions, and confusing follow-up emails, while supporting its growing app-based loyalty program and 32 million-member mobile wallet experience.

Kohl’s used Oracle Service Cloud, along with Oracle RightNow Platform and Oracle Endeca, to support online customer service, search, APIs, and cloud-based infrastructure scaling. Oracle helped Kohl’s improve self-service and personalization, create clearer order and shipment emails, and give service agents faster ways to respond on social channels, which the company said reduced costs significantly and lowered the need for customers to call.

Kohl's

Ratnakar Lavu

Executive Vice President of Digital Technology