Hybris Service Centre
Today’s customer demands are higher than ever before, they are value-savvy, socially engaged, and better informed. As a result, customer service has to master multiple challenges:
- The customer expects customer service to be always one step ahead, and wants great choice in the way support can be reached.
- The service agent faces rising complexity to serve customers, needs access to relevant information to solve cases quickly, and needs to know the complete context and case history.
- The customer service manager needs insight into service center performance and customer satisfaction and requires mobile access.
SAP Hybris Service takes customer service to a whole new level – it provides your customers options with multiple service channels, provides agents with easy access to complete contextual information and equips service managers with real-time insight into call centre performance.
SAP Hybris Service provide an intuitive service ticketing solution across multi channels, e-mail, web, chat, phone with routing and escalation rules.
It makes it possible to collaborate across your entire enterprise, including colleagues who are on the road via mobile devices, to share relevant knowledge to support resolution handling.
The solution finder integration to the knowledge base makes it possible to leverage content to respond intelligently and consistently to tickets.
Together with SAP Hybris Social Engagement, it is possible to integrate social media such as Facebook and Twitter. It constantly monitors multiple Facebook and Twitter channels in real time, capturing and logging relevant conversations and assigning them to the best resource based on your rules for a variety of attributes including message source, customer, and product.