Stay One Step Ahead of Customer Expectations

Provide personalized, high value customer service before, during and after a purchase

Offer Multiple Service Channels with SAP Service Cloud

SAP Service Cloud helps you stay one step ahead of customer expectations, making it easy to offer multiple service channels, access complete and contextual customer information and gain real-time insight into call center performance.

SAP Service Cloud offers multi-channel ticketing, real-time service analytics, ERP integration and more:

Deliver a consistent service experience across all channels (email, Web, chat and phone)
Create a branded self-service support portal to give customers control and access to your knowledge base
Provide agents with easy access to complete, contextual and up-to-the-minute customer information
Get real-time insight into service performance with powerful analytics and embedded dashboards

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Key Features

Multi-Channel Service Ticketing: Allows you to provide a unified agent experience across all interaction channels, including email, Web, chat and phone.
In-Context Social Collaboration: Use social collaboration tools to leverage collective expertise, relevant customer information and crowd sourcing in the context of your accounts and service requests.
Knowledge Base Integration: Equips your service agents with integrated information from your existing knowledge base so they can respond intelligently and consistently in real time.
Service Analytics: Provide managers with powerful analytics and easy-to-use dashboards for real-time insight into your team’s customer service performance.

ERP Integration: Easy access to real-time back office information provides insights you need to make the best possible customer service decisions.
Social Customer Service: Engage with customers via social media channels such as Facebook and Twitter to help them quickly resolve their own service queries.
Self-Service Customer Portal: Allow your customers greater choice and the ability to take control of their service issues from a branded, self-service support portal.

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Guide to Customer Service in the Digital Era

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