SAP Product Support : Serving customers in real-time

Recognizing the importance of customer service, SAP, a leading provider of enterprise software solutions, has developed a set of customer service tips to enhance customer satisfaction.

Keeping customers happy in customer support is challenging, as they often seek quick solutions that may exceed the support teams readiness. Anyone who has worked in customer support knows keeping customers happy isn’t an easy task.

Today's customers expect high-quality real-time support, making the traditional approach of creating a support case and waiting for a response no longer viable.

To address these evolving expectations, SAP has introduced Real-Time Support which help customers to get assistance anytime, anywhere from any device. Indeed Real-Time Support emphasizes the value of human interaction in delivering a support experience.

This article will explore some SAP's real-time support channels and illustrate how human interaction plays a pivotal role in enhancing the support experience.

Meeting the Customer in Real Time : Support Whenever They Need It

SAP has developed support programs to ensure an innovative and consistent support experience across all products and customer segments.

Here is an overview of some real-time channels :

Expert CHAT

Expert Chat offers :

? Real-time SAP support for quicker and more efficient issue resolution, including live support from SAP experts for any technical product question. .

? Screen-sharing and multilingual chat with automatic translation.

? Efficient consolidation of information for quick problem-solving and elimination of duplicated efforts by creating follow-up cases for complex issues.

Schedule an Expert

Schedule an Expert is designed for :

? Engaging in live discussions about technical product details with the assigned support engineer.

? Scheduling a call at the customer's convenience.

? Gaining a deeper understanding of the root cause of an incident to prevent its recurrence.

? Reducing back-and-forth communication to streamline case processing for faster issue resolution.

Ask an Expert Peer

Ask an Expert Peer is well-suited for :

? Technical how-to questions.

? Issues or questions that could benefit from an industry-experienced perspective.

? Privately collaborating on technical, product-related questions through one-on-one interactions with qualified and approved experts outside of SAP.

Schedule a Manager

While Expert Chat and Schedule an Expert offer expert support for technical issues, we understand that sometimes a simple conversation with a manager can bring the focus needed to ensure that reported issues are addressed correctly.

Schedule a Manager meets this need by allowing to :

? Engage in live, one-on-one discussions with a support manager responsible of the Product support team

? Schedule calls at a mutually convenient time, reducing the chance of further escalations and expediting issue resolution.

? Gain an additional tool to support both external and internal stakeholders when engaging with support services.

? Respond to customer demand by providing a direct channel to connect with a customer support manager, effectively preventing potential service exceptions.

Turn problem resolution into a positive experience

Real-Time Support is an effective way to resolve most support-related questions. Whether customers have an urgent issue or a quick question, Real-Time Support allows them to reach out to SAP in real-time, knowing they will be helped quickly.

Holding a real conversation about an issue can lead to a faster and better understanding of the challenges customers are facing. It can also avoid the back-and-forth that is common in a portal case interaction and help to get to the heart of the matter more quickly.

Sometimes, customers might feel the need to connect with a person through a live support channel to ensure their issue is heard and addressed promptly within more accurate solutions.

Enabling customers and support engineers to interact in real-time is key to building a connection and resolving issues effectively.

This direct interaction fosters a strong connection between customers and support experts. When customers work with a real person to solve an issue, it creates a sense of care and commitment.

Also, providing customers with a positive experience, showing them we care about their issues, and doing our best to resolve them can make a huge difference.

It helps to build empathy between the customer and support engineer, fostering loyalty and trust These live interactions provide better context and understanding, leading to shorter resolution times and a genuine feeling that their concerns are being addressed with minimal effort.

By prioritizing initiatives that make it easier for customers to interact with SAP, the company can enhance the overall customer experience and improve key metrics like CES noting that reducing customer effort is a key focus and one of the top priorities for SAP, and it directly contributes to higher Customer Effort Score (CES) and satisfaction levels.

In addition this connection between customers and support engineers is valuable for both parties, creating a win-win relationship : Customers feel valued and supported, while support engineers gain a deeper understanding of customer needs and also satisfaction from helping customers and contributing to their success ultimately leading to a more positive and effective support experience. This mutual benefit enhances the sense of purpose for both parties.

To summarize Real-Time Support plays a crucial role in delivering such great customer support experience. Customer is indeed at the heart of SAP support.

Support, at its core, is about people and the relationships built through interactions

A lot of times it's human interaction that relly makes the difference in a support experience