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SAP Hybris Service From Anywhere

Make it easy for your customers to talk to you – and get the results they want

The service your customers get from your company matters. Use SAP Hybris call center solutions to make the most of your in-house expertise, drawing on a community of advocates to take service to another level. Working across your customer’s preferred communication channels, it makes it easy for them to talk directly to you – and for you to give them confidence in your service.

Morgan vs. the home theater system

Morgan is eager to set up her new Neat’s Home Theatre System. She soon realizes that the job isn’t as easy as it looks and seeks help from Neat’s customer service. Empowered by SAP Hybris service solutions, Neat’s service team comes to the rescue!

Oliver’s Pair Off with the Bluetooth Headset
Oliver is unable to pair his electronic Bluetooth headset to his new TV. With the help of SAP Hybris Service Solutions, Neat’s electronics is able to provide Oliver with self-service options to quickly get his headset working.

The Solutions

SAP Hybris Service Engagement Center

For our US customers we offer our next-generation service agent desktop, The SAP Hybris Service Engagement Center. With 24/7 service to your customers, using communication channels from video chat to community forums, it’s always there for them on the channels they want to use. And because it’s based on a flexible software-as-a-service model, you can add new channels quickly and easily when you need them. Access to the customer’s current behavior and previous interactions with your company means agents will have essential insights into the customer’s relationship with your business.

The Engagement Center even helps customers before they’ve become customers – and builds their confidence in your company. Integration with the SAP Hybris Commerce storefront lets agents answer inquiries at the point of purchase, while access to the SAP Jam Communities provides them with the information they need from a community of experts.

SAP Hybris Cloud for Service

For global customers and for service processes where customer interaction results in a ticket, you need the powerful ticket and case management provided by SAP Hybris Cloud for Service. Give your agents the tools they need to provide excellent multichannel service through social media, phone, email, chat and SMS.

SAP Hybris Contact Center and Call Center solutions: the advantages

From online chat to email, no matter which channel a customer uses to ask a question, the agent sees all interactions in a single window, so is always informed.

With easy-to-use workflow rules it’s simple to decide the best course of action for a request – categorize it as a question, complaint or compliment and then make sure the right agent works on it for the best result.

Use social media as part of your customer service. Move quickly and easily from social channels to traditional support channels, and combine data from social data with in-house data to establish complete customer profiles.

See how your customer service team is performing with powerful analytics that help to track response and enquiry handling times, as well as using trend prediction to advise on the kind of enquiries they can expect.

Find out more about Products for Service