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Comprehensive Self-Service

Help your customers solve their own problems, before they even need to pick up the phone

Clued-up customers want to solve problems themselves – without having to deal with a call center. Give them the answers they need with self-service solutions from SAP, a suite of products that make it easy for problem solvers to solve problems. With access to this level of information and support, your customers can resolve issues and get questions answered 24/7 without spending time on the phone. And you’ll save on service costs, too.

Pick the solution that works for you, or combine them for the complete package. The self-service offerings can be be embedded in core SAP Hybris solutions for a fully integrated experience.

Self-service products from SAP Hybris

SAP Jam Communities

Create support communities that encourage collaborative problem solving, available day and night. When your customers get answers from forums and groups they’re not queuing on the phone and they’re contributing to the knowledge base – so you get even more insight into their needs and interests.

SAP Jam Collaboration
Give your service agents easy access to key information and expert knowledge so they can solve problems faster. Collaboration between different parts of your organisation helps your people deal with customer issues as a team – and that’s good for your business and your customers.
SAP Hybris Knowledge Central by MindTouch

Publish all of your product information, problem solving content and expert advice in one place so customers and support staff can find answers and resolve queries, quickly. With Knowledge Central it’s all easily accessible and you get to see what your customers are interested in.

SAP Hybris Service Engagement Center, Customer Self-Service add on

Give your customers control over their queries and problems with the ability to create and track service tickets, register products they’ve purchased and download manuals and how-to-guides.

SAP Hybris Service: related content

Data Sheet
Knowledge Central by MindTouch data sheet
With the SAP Hybris Knowledge Central by MindTouch, you can deliver the latest product and service information consistently across multiple channels, streamlining support activities and strengthening customer loyalty.
Video
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.

Solution Brief
Revolutionize service with SAP Hybris Service solutions
In the Digital Economy customers expect to have their service requests resolved quickly in the channel of their choice. See how SAP Hybris Service Solutions can help.