Today Customers are more empowered than ever before, have high expectations and better choices. Companies need to be better informed and require presence through several channels.
Service reps need to have better insights at the right time about the Customers in order to ensure they meet and exceed Customer expectations and gain an edge over competitors by providing a highly engaging and compelling Customer experience. SAP Service Cloud helps in achieving Digital Transformation by helping deliver end to end Service Management.
OMNICHANNEL
Provide service to your Customers through any channel they choose to interact with, be it social media, community, video chat or a storefront. Seamless Ticket and Case Management, define various level of approvals, define various routing rules
RELEVANT INSIIGHTS
Provide Service reps with the armor of all the relevant information required by them for providing a compelling service to Customers, be it resource availability to maximize efficiency or collaboration and knowledge base about the Products
INTERACTIONS PERSONALIZED
Wow your Customers by enabling information availability to Service agents about Customer’s past interactions like order history, service tickets, preferences and choices, etc. in the interaction cycle of Service agent with Customer
MOBILITY
Agility and faster turn around times are few things which drive Customer retention. Providing field service agents with Mobile access to service their Customers, information on inventory and order spares, etc. while on the go can highly increase productivity of the field agent and in turn greatly enhance the Customer experience. Responsive offline capability to provide a much higher level of flexibility to service agents
CUSTOMER INFORMATION FROM ENTERPRISE
Being tightly connected to the Enterprise systems helps enriching Customer information and greatly simplifies the processes and helps achieve a connected process flow, this helps orchestrating the Customer experience
KNOWLEDGE MANAGEMENT
Provide contextual and most relevant information by using collaboration from SAP JAM. Customer feedback and behavior tracking helps in improving Customer service