In the past, customer service was mostly viewed as something that only comes into play when things go wrong: a product fails, a shipment is late or a customer has a question or complaint. Nowadays, exceptional customer engagement is high on the agenda in most organisations, both B2B and B2C.
After all, today’s customers are spoiled. They are used to doing – and getting – things their own way. They expect you to be easy to do business with, be better informed than they are, be one step ahead of them and be present wherever they hang out.
“The customer experience is the next competitive battleground.” – Jerry Gregoire (CIO, Dell Computers)
This is where SAP Hybris Cloud for Service comes in. When your customer asks for help, you have to be able to understand his needs. SAP Cloud for Service features the highest-quality help desk and call center technology available.
Here are 7 reasons why you – and your entire sales and services teams – will love it:
First of all, your customers want to choose how to interact with your customer service personnel. According to an SAP study, half of all U.S. firms offer at least six service channels. It’s crucial to be available in as many ways and places as possible: e-mail, web, chat, phone, social media, etc. Cloud for Service offers an intuitive service ticketing solution with integration across many channels, for multiple ways to create incidents (via inbound e-mail messages, chat, SMS or social media messages). And don’t forget: be well prepared to provide exceptional customer service at every touchpoint.
“With 88% of all organisations delivering a multi-channel customer service experience, the differentiating factor will now be in the quality of those interactions.” – Source: Customer Management IQ
Customers expect your service agents to always be one step ahead. Your service personnel should therefore know exactly who the customer is so that they can anticipate his needs. SAP Cloud for Service helps you improve your team’s customer insight through automatic recommendations and knowledge-sharing with customers.
Advanced analytics features such as prebuilt dashboards and reports help you track real-time service performance.
SAP Cloud for Service is designed with the user in mind. Its intuitiveness allows your team to easily personalise it to meet their needs, boosting their productivity.
Customer service agents can manage requests 24/7, online and offline, by harnessing mobile technology.
Social media has changed today’s customer: 88% of customers are influenced by online customer service reviews before making buying decisions. The Social Customer Service feature helps you leverage social media channels such as Facebook and Twitter to engage with customers and help them quickly resolve their own queries.
SAP Cloud for Service is 100% integrated into your existing ERP system. As a result, you get instant access to real-time back-office information. Thanks to insight provided by a 360° view of your customer, your customer service team will make the best possible customer service decisions.
Neil ran his first SAP transformation programme in his early twenties. He spent the next 16 years working both client side and for various consultancies running numerous SAP programmes. After successfully completing over 15 full lifecycles he took a senior leadership/board position and his work moved onto creating the same success for others.