Customer Service and Support Get Omnichannel Boost from SAP Hybris Solution

Jun 30, 2016


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SAP SE announced SAP Hybris Service Engagement Center, a new omnichannel cloud customer engagement solution that says it allows organizations to deliver convenient, contextual, and relevant service experiences regardless of channel or device throughout the customer journey. This solution is now available in the United States.

Focusing on the needs of digitally connected and mobile customers, this latest addition to the service solutions in the SAP Hybris portfolio helps organizations engage with customers when it matters, seamlessly blending unassisted and assisted service with digital commerce - before, during and after the buying process.

By expanding the capabilities of market-leading SAP solutions for customer engagement and commerce, businesses are now able to offer low-touch "click-to-resolve" customer support, blending unassisted and assisted service in real time, while retaining an "in-context" online or mobile customer experience. The overall customer experience - from online search to catalog browsing, from reading reviews to asking questions, from finding community answers to requesting chat support - is frictionless.

On the agent side, the solution provides intelligent routing across all supported channels, with a unified, modern desktop that allows agents to respond to customer requests while retaining the customer context of the inquiry. Service agents can respond to community posts, assist with online purchase decisions, provide updates on previously placed orders, create sales orders for new purchases, perform troubleshooting or create service tickets. And with the existing service and ticket management, knowledge management and field service capabilities of SAP Hybris Service, businesses can now take advantage of a complete end-to-end service solution.

Additionally, through an integration with the SAP Hybris Commerce solution, service agents can support the buying process and answer customer inquiries at the point of purchase. The solution also incorporates prebuilt integration with SAP Jam Communities, which provides community-driven customer service, Q&A forums, and community-powered commerce. Customer service agents are able to directly respond to posts and access crowd-sourced content from the communities so customers can get the answers they need quickly, accelerating buying decisions and problem resolution.

(go.sap.com)