Omni-Channel Call Center
When your customers have questions related to products, services, deliveries, invoicing or anything else, you need to make it easy for them to contact you. With SAP Hybris call center solutions, you can serve your customers via the channels they prefer. You can also give your service agents easy-to-use tools and access to relevant customer data to make service interactions smooth and personalized.
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!
SAP Hybris solutions for Call Centers: 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.