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.
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.
I know how crucial exceptional customer service is from personal experience. Organizations have to be available for their customers at every hour of every day. As a junior at Delaware Consulting, I had the opportunity to work with SAP Cloud for Service and I was very impressed by its user-friendliness and rich features. I’m confident that it can help companies to stay a step ahead of their competitors by making their clients really, really happy!