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.