The Next Generation of Customer Service:SAP Hybris Service Engagement Center

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Research

Use

AWARENESS

ACTION

ADVOCACY

SERVICE STARTSAT THE BEGINNINGOF THE CUSTOMER JOURNEY

Abandon a purchase if they can’t find quick answers to their questions Source: Forrester53%

Buy

Refer

ANSWERS MUST BE CONVENIENT,TIMELY, CONSISTENT ANDRELEVANT

THE BEST ANSWERS COME FROM EXPERTS

FIELD SERVICEENGAGEMENT CENTERSELF SERVICE

EXPERT GUIDANCE MAKES COMPLEX JOURNEYS SIMPLE

SHOP &BUY

SHOP &BUYSHOP &

BUYSETUPPHONE

BILLINGISSUE SERVICE REFER

FRIENDS

SHOP &BUY

SETUPPHONE

REFERFRIENDS

AGENTS NEED TO EFFECTIVELY SUPPORT CUSTOMERS ON ALL CHANNELS

50%of organizations will soon be managing a multichannel contact center featuring at least eight channelsSource: Dimension Data

SAP HYBRIS SERVICE ENGAGEMENT CENTER

Consistent Experiences Everywhere

Chat, video chat, phone and social Contextual interactions Powered by SAP Contact Center SAP Fiori user interface Mobile and multiple device support

AGENTS NEED CONTEXT, AND REAL-TIME CUSTOMER INSIGHT, THROUGHOUT THE ENTIRE CUSTOMER JOURNEY

14%time spent searching for answers in multiple systemsSource: Aberdeen

SAP HYBRIS SERVICE ENGAGEMENT CENTER

Next Generation Agent Desktop

Ticket and order management Customer profiles Order, service and interaction history Intelligent routing Respond to Community posts Reporting and analytics

SAP HYBRIS SERVICE ENGAGEMENT CENTER HIGHLIGHTS CUSTOMER INSIGHTS

Customer Profiles Order, Service, Interaction history Interaction transcripts Product Registration Entitlements

OMNI-CHANNEL ROUTING Real time- intelligent routing Presences, skills, queues Channel priority routing Contextual customer insights

REAL-TIME ANALYTICS Real-time monitoring Dashboards Unified reporting

EMBEDDED COMMUNICATIONS Pre-built embedded communications UI Customer chat and video UI embeddable

into HTML5 applications

MOBILE Multi device support through

HTML5 based mobile app

COMMUNICATION AS A SERVICE Robust communications services from the cloud Cloud-based agent UI

CONTACT CHANNELS Video Chat Social Phone

INTERACTION HANDLING Interactions Service Tickets Orders Community Posts

SELF-SERVICE JAM Communities Posts Tickets from Hybris Self-Service

MODERN USER INTERFACE Widgets based on SAP’ Fiori

SAP HYBRIS SERVICE

Self service ENGAGEMENT CENTER Field serviceOmni-channelcommunication

Service Mgmt& Dispatch

Self Service SAP JAM Communities

Engagement Center(B2C Sales + lightweight Service Engagements)

Incident / Interaction Execution

SAP Contact Center (Omni-channel communications)

Cloud for Service

LOW TOUCH SERVICEHIGH VOLUME

HIGH TOUCH SERVICELOW VOLUME

INTEGRATION WITH TRANSACTIONAL SYSTEMS

SAP JAM COMMUNITIES

Drive engagement through SAP Jam Communities integration: Foster collaborative issue resolution through

Q&A and discussion boards – both self-service, customer-generated and agent-contributed

Provide expert agent guidance with embedded chat and video chat support.

Lift conversion rates by offering relevant content throughout the buying journey

Leverage standard integration to SAP Hybris Service Engagement Center and SAP Hybris Commerce

SAP HYBRIS SELF-SERVICE

With the Self Service Features on SAP Hybris as a Service:

Create new service tickets on the web Track support requests Register Products Connect with Communities Collaborate with service agents Download instruction manuals,

warranties and product relevant details

DELIVER END-TO-END SERVICE EXCELLENCE, BUILD BRAND LOYALTY AND INCREASE REVENUES

access to experts anytime using the customer’s channel of choice

CONVENIENTomni-channel experience across every touchpoint in the customer journey

CONSISTENTanswers via self- service, engagement center and field service interactions

TIMELYinformation provided by experts when customer’s request or need it

RELEVANT

THANK YOU