Oracle has acquired LiveLook, giving clients the ability to browse and share information on a computer screen in real-time on the cloud. While the technology enables customer service and sales agents to collaborate and visually guide consumers through Web and mobile apps, it also could allow advertising agencies and their clients to be guided through live campaigns by sharing a screen.
LiveLook allows two people in different places to see the same screen simultaneously on desktops and mobile devices. More than 500 customers across multiple industries rely on LiveLook, of which 100 are Oracle clients, and the acquisition aims to strengthen the company's cloud services. Financial terms of the deal were not disclosed.
Response time to resolving issues or delivering on promises as well as personalization all influence a customer's online and offline experience. Some 89% of consumers begin doing business with a competitor following a poor experience. A consumer is four times less likely to switch to a competitor if the service-related problem is handled promptly. Eliminating a customer's reason to bail and work with a competitor can increase profits by 5%, per Oracle.
Ameriprise financial, TurboTax, Blue Cross Blue Shield of Michigan, Match.com, and The Container Store are among the companies using LiveLook.
"Cloud" photo from Shutterstock.