SAP CS
What Is Customer Service?
Customer service is the support a company provides to customers before and after they purchase a product or service. Today, customer service has evolved to include omnichannel support, such as in-store, telephony, email, chat, social media, and self-service options.
What Is SAP Customer Service Management?
SAP offers SAP Customer Service Management as part of the SAP Service Cloud portfolio. According to SAP, “SAP Service Cloud can help your company deliver fast and personalized customer service and increase service efficiency. It connects customer contacts from different channels in one solution to enable a consistent service experience across any contact channel.”
What Is Customer Service?
Customer service is the support a company provides to customers before and after they purchase a product or service. Today, customer service has evolved to include omnichannel support, such as in-store, telephony, email, chat, social media, and self-service options.
What Is SAP Customer Service Management?
SAP offers SAP Customer Service Management as part of the SAP Service Cloud portfolio. According to SAP, “SAP Service Cloud can help your company deliver fast and personalized customer service and increase service efficiency. It connects customer contacts from different channels in one solution to enable a consistent service experience across any contact channel.”
Successful Customer Service Process
Companies rely on an effective customer service process not only to retain existing customers, but also to attract them. How well a company interacts with its customers can affect brand reputation and potential long-term revenue.
A blog from HubSpot identified several critical areas that comprise an effective customer service function. A few of those include:
- Put customer needs first. This is first and foremost to be successful with customer service. If a solution to a customer issue is not readily available, the company does what is necessary to devise one that meets the customer’s needs. Ultimately, the customer knows you’re invested in their success.
- Ask for feedback and learn from customers. Always seek feedback from the customer about what went well and what could be improved. Not only is it a learning opportunity to identify process deficiencies, but it also can lead to insights about products or services. Is the same product failing for multiple customers? This is valuable feedback for the product development team.
- Solve for long-term solutions, rather than short-term conveniences. What does true customer service look like? It takes the form of a company that resolves a product issue at the moment but reopens a customer file and reaches out with a longer-term or permanent solution when it becomes available. For example, a software package may not have a direct solution for a customer problem; through a workaround, a short-term fix is found. However, in a future update, a feature becomes available that solves that specific issue. The company contacts the customer and alerts them about the updated feature and solution.
Vendors in the SAP customer service space include: Bilot, Datasense Solutions, and Focused Impressions Technology.
491 results
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Live from SAPinsider Studio: Hans Thalbauer on Supply Chain Digitization
Hans Thalbauer, Senior Vice President, Extended Supply Chain, SAP, joins SAPinsider Studio at the SAPinsider SCM 2016 event to discuss the four pillars of the supply chain digital framework: customer-centricity, individualization of products, collaboration, and resource scarcity. This is an edited transcript of the discussion: Natalie Miller, SAPinsider: Hi, I’m Natalie Miller with SAPinsider, and…
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Live from SAPinsider Studio: Customer Messaging for the Digital Enterprise
Seth Ulinski, Senior Analyst, Technology Business Research, joins SAPinsider Studio at the SAPinsider SCM-CRM 2016 event to discuss customer-centricity, the evolving demands of customers, and re-thinking business strategy to put the customer first. This is a transcript of the discussion: Natalie Miller, SAPinsider: This is Natalie Miller of SAPinsider and we’re here at the SCM…
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Live from SAPinsider Studio: Storyminers on the Importance of Design Experience
Mike Wittenstein, Lead Experience Designer, Storyminers, visits SAPinsider Studio at the SAPinsider 2016 SCM-CRM event in Las Vegas to discuss the importance of delivering a top-flight customer experience. This is an edited transcript of the discussion: Natalie Miller, SAPinsider: Hi, I’m Natalie Miller with SAPinsider, and we are here at the SCM, CRM, and IoT…
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Live from SAPinsider Studio: Richard Howells on Harnessing the Internet of Things
Richard Howells, Global Vice President of Extended Supply Chain at SAP, joins SAPinsider Studio at the SAPinsider SCM-CRM 2016 event to discuss how the Internet of Things can help organizations re-imagine their supply chains. This is an edited transcript of the discussion: Natalie Miller, SAPinsider: Hi, I’m Natalie Miller with SAPinsider, and I’m here at…
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Live from SAPinsider Studio: Mike Lackey on the Evolving Nature of Manufacturing
Mike Lackey, Global VP of Solution Management for LoB Manufacturing at SAP, joins SAPinsider Studio at the SAP SCM 2016 event to discuss how IoT and digital business is transforming the nature of manufacturing. Natalie Miller, SAPinsider: Hi, I’m Natalie Miller with SAPinsider and we’re at the SCM, CRM, and IoT event in Las Vegas…
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Live from SAPinsider Studio: Volker Hildebrand on Going Beyond CRM
Volker Hildebrand, Global VP of Customer Engagement and Commerce at SAP Hybris, joins SAPinsider Studio at CRM 2016 to discuss how digital disruptions and evolving technologies are pushing businesses to move beyond traditional CRM practices. Natalie Miller, SAPinsider: Hi, I’m Natalie Miller with SAPinsider, and we’re here at the SCM, CRM, and IoT event in…
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SAPPHIRE NOW has SAP HANA Platform Content Covered
How important to the SAP roadmap is SAP HANA as a platform for analytics and enterprise data warehousing? A quick search of the SAPPHIRE NOW and ASUG Annual Conference agenda – the co-located events begin May 17 in Orlando, Florida – provides a hint. In total, that search yields 555 sessions in the Digital Enterprise…
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New Horizons: An Outline of the SAPinsider Digital Supply Management New Research Approach
I’m reading a book titled The Barons of the Sea, which is an account of the 19th century merchants and trading companies that battled for supremacy in importing tea from China in exchange for shipments of opium. The goal of these entrepreneurs was to find a way to shorten a traditional six-month journey from China…
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Bill McDermott Leaves CEO Position at SAP: Impact for SAPinsiders
SAP CEO Bill McDermott announced yesterday that effective immediately he is stepping down from the helm of the German software company after nine years on the job. During his near-decade leading SAP, McDermott steered SAP in several significant ways. The company began its transition to its cloud, snapping up over $20 billion of acquisitions while…
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Simple Ways to Get Started on Your SAP S/4HANA Journey
Moving to SAP S/4HANA is the No. 1 project on the minds of SAP customers. As the 2025 deadline approaches, organizations find themselves at least in the evaluation and fact-finding stage of the project. SAPinsider had the opportunity to sit down with Sven Denecken, Senior Vice President of Product Management, Co-Innovation SAP S/4HANA at SAP…
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