Service Engagement Center - The Next Generation of Customer Service
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With the SAP Hybris Service Engagement Center, enable your service teams to deliver consistent, contextual and relevant experiences regardless of channel or device throughout the customer journey, on a software-as-a-service delivery model. To find out more visit SAP Hybris here: http://hybris.com/en/service/service-engagement-center
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Service Engagement Center - The Next Generation of Customer Service
- 1. The Next Generation of Customer Service: SAP Hybris Service Engagement Center
- 2. LEGAL DISCLAIMER The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible future developments, products and or platforms directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this document is not a commitment, promise or legal obligation to deliver any material, code or functionality. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This document is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP´s willful misconduct or gross negligence. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.
- 3. Research Use AWARENESS ACTION ADVOCACY SERVICE STARTS AT THE BEGINNING OF THE CUSTOMER JOURNEY Abandon a purchase if they can’t find quick answers to their questions Source: Forrester53% Buy Refer
- 5. THE BEST ANSWERS COME FROM EXPERTS FIELD SERVICEENGAGEMENT CENTERSELF SERVICE
- 6. EXPERT GUIDANCE MAKES COMPLEX JOURNEYS SIMPLE SHOP & BUY SHOP & BUYSHOP & BUY SETUP PHONE BILLING ISSUE SERVICE REFER FRIENDS SHOP & BUY SETUP PHONE REFER FRIENDS
- 7. AGENTS NEED TO EFFECTIVELY SUPPORT CUSTOMERS ON ALL CHANNELS 50%of organizations will soon be managing a multichannel contact center featuring at least eight channels Source: Dimension Data
- 8. 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
- 9. AGENTS NEED CONTEXT, AND REAL-TIME CUSTOMER INSIGHT, THROUGHOUT THE ENTIRE CUSTOMER JOURNEY 14%time spent searching for answers in multiple systems Source: Aberdeen
- 10. 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
- 11. 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
- 12. SAP HYBRIS SERVICE Self service ENGAGEMENT CENTER Field service Omni-channel communication 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 SERVICE HIGH VOLUME HIGH TOUCH SERVICE LOW VOLUME INTEGRATION WITH TRANSACTIONAL SYSTEMS
- 13. 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
- 14. 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
- 15. DELIVER END-TO-END SERVICE EXCELLENCE, BUILD BRAND LOYALTY AND INCREASE REVENUES access to experts anytime using the customer’s channel of choice CONVENIENT omni-channel experience across every touchpoint in the customer journey CONSISTENT answers via self- service, engagement center and field service interactions TIMELY information provided by experts when customer’s request or need it RELEVANT
- 16. THANK YOU
Editor's Notes
- [Talk Track:] Traditionally contact centers and customer service organizations were a post-sales function and reactive to customer’s needs. Service should start at the beginning of the customer journey. We want the contact center to be involved early along the customer journey while customers are doing their research, for example using Google or online communities, and deciding what products to buy. In doing so, the contact center becomes part of the buying process, and can help organizations become a revenue engine instead of a cost center. When customers can’t find answers to their questions quickly while using self-service, like online communities, we want to proactively leverage experts in the contact center to provide answers to the customer. This is important because we know that if customers don’t find answers quickly, then over 50% will abandon their purchase and go over to the competitor. Key Talking Points: 53% of US online adults are likely to abandon their online purchase if they can't find a quick answer to their question Customer service has become a strategic imperative and a revenue driver When customers can’t find quick answers with research, we need to transition to quick answers from an expert When answers don’t come quickly, they need to talk to someone and that needs to happen quickly.
- [Talk Track:] With the digital transformation, customers are driving when, and where, and how they want to talk to us. And when consumers are seeking answers, the answers must be convenient, timely, consistent, and relevant. Customers will choose the method that is most convenient whether its through chat, phone, social or an online community. And the channels they choose depend on various factors, for example… if it’s in the middle of the night, perhaps using an online community is more convenient; or if I’m driving, then making a phone call would be more convenient. Also, customers will often choose the method where they feel they’ll get the most timely response. I will usually choose to chat or phone customer service rather than send an email because I know that I’ll receive a quicker answer. And whether I walk into a bricks and mortar store, or submit a question to an online community, the expectation is that answers are consistent and relevant.
- [Talk Track:] So how do we ensure that customers are able to find quick answers so they don’t abandon a purchase or have a negative opinion of your brand or product? The best answers come from Experts, therefore we need to build an ecosystem of experts… these could come from our peers in online communities, customer service agents, back-office workers, field service technicians, and so on. And this is where your contact center or Engagement Center is at the center of your customer engagement, by connecting your customers with experts to provide the best answers, and seamlessly transition from unassisted or low-touch self-service to assisted service.
- [Talk Track:] The idea here is to always have experts available and surround the consumer with experts, whether they are doing self-service and asking questions to their peers in an online community, or experts from the contact center. When we have an ecosystem of experts, including those from within the contact center or customer service, then we can interact with customers providing experts all along the way, supporting the buying process. For example, the contact center can help support the buying process by proactively offering a web chat to a consumer while they’re on your website doing research. Or perhaps if a consumer submits a question in an online Community post, rather than having to wait hours or days for a response, the community post could be intelligently routed in real-time to the best skilled agent. And when we do this, we make the complex customer journeys simple with a positive outcome for the company and consumer.
- [Talk Track:] Customers expect to receive efficient, personalized service from companies that they interact with regardless of channel. 50% of organizations will soon be managing a multichannel contact center with at least eight channels. This can create additional complexity and challenges for your customer service agents, reducing agent performance and decreasing customer satisfaction. Therefore, agents need the ability to efficiently and effectively interact with customers on all channels. To do this, agents need to be equipped with the right communication and support tools in a single agent desktop, to effectively support customers on all customer touch points.
- [Talk track:] This is why we have introduced the SAP Hybris Service Engagement Center. The Engagement Center is SAP’s next generation omni-channel agent desktop delivering customers with Consistent Contextual Experiences Everywhere. It is built on the SAP Fiori user interface and is powered by SAP Contact Center for providing intelligent routing of chat, video chat, phone, social interactions and has the extensibility to support emerging channels. Agents are able to efficiently support multiple communication channels because the channels are embedded into the Engagement Center agent desktop, and all interactions are in context with the customer’s needs.
- [Talk track:] Customers expect to receive efficient, personalized service from companies they interact with. Therefore, every interaction that agents have with customers need to be in context, and they need real-time customer insight throughout the entire customer journey. For example, agents need access to a customer’s profile, their current situation, and prior purchase/service and interaction history. ability to collaborate in context with subject matter experts across the enterprise to increase first-contact resolution rates.
- [Talk track:] With the Engagement Center, Agents can create service tickets, sales orders, view customer’s order, service, and interaction history. Additionally they can respond to Community posts… this is all accomplished with a single application. Companies providing their agents with seamless access to relevant data reduce the customer churn costs associated with clients abandoning interactions (e.g. calls or chat sessions) and decrease unnecessary spend on agent salary expenses resulting from improvements in agent productivity. Engagement Center is unique in that it brings contact center to the front of the buying process ensuring successful outcomes and transforms contact center/support from a cost center to a revenue center.
- [Talk Track:] With standard integration to SAP Hybris Jam Communities, customers can: Increase customer engagement and satisfaction and lower the total cost of support by inspiring low touch service engagements 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
- [Talk track:] And with integration to SAP Hybris Self-Service, equip your customers with the tools they need to search and find answers with ease. Create a self-service experience that improves customer satisfaction and reduces support costs. Allow customers to search communities, register products, create incidents or engage with a service agent in the channels of their choice to resolve their inquiries at their convenience. With the Self Service Features on SAP Hybris as a Service: Create new service tickets on the web (TBD) Track support requests (TBD) Register Products Connect with Communities Collaborate with service agents Download instruction manuals, warranties and product relevant details
- [Talk Track:] It’s more important than ever for companies to adapt and offer an end-to-end service platform that will accommodate customers using low touch interactions, such as community support and self-service, to highly complex interactions, sometimes requiring a field service technician to help your customers. Your contact center and customer service organization should be at the center of all these interactions, ready to provide experts to help answer customer’s questions throughout the entire customer journey. With Engagement Center, you can enable your organization to cover every touchpoint in a customer service engagement, and deliver service excellence.