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全渠道呼叫中心

通过客户喜爱的渠道,交付个性化的互动体验

当你的客户对产品、服务、交货、开票或其他方面有疑问时,你需要确保客户能够非常方便地联系你。借助 SAP Hybris 呼叫中心解决方案,你能通过他们喜爱的渠道为其提供服务。此外,你还能为客服代表提供易于使用的工具,让他们可以轻松访问相关的客户数据,为客户提供顺畅、个性化的服务互动体验。

Perfecting Customer Service with SAP® Service Cloud Portfolio

In the digital economy, customers are expecting more choices than ever to engage with organizations and have their service requests resolved quickly. How do you create experiences that make your customers happy and build their loyalty?

SAP Hybris 呼叫中心解决方案的优势

从在线聊天到电子邮件,不论客户通过哪种渠道提问,客服代表都能在单一窗口查看所有交互内容,始终了解相关情况。

借助易于使用的工作流规则,企业能够轻松确定处理某个请求的最佳做法,并按照问题、投诉或称赞等将其分类,然后确保由最合适的客服代表来处理相应的请求,达到最理想的服务效果。

企业能够通过社交媒体渠道提供客户服务;从社交渠道快速、轻松地切换到传统支持渠道,并整合社交媒体数据和企业内部数据,建立完整的客户档案。

借助强大的分析工具,企业能够追踪客服团队的响应时间和查询处理时间,了解他们的绩效;同时,利用趋势预测功能,就预期的客户查询问题为客服团队提供建议。

Enable continuous service and product improvements by creating a full feedback loop from case to resolution.

TUI Travel Best Run Business – Improving Customer Experiences

TUI Groups is the world's leading tourism organization. They provide tour operating, hotel, cruise ship and airline businesses.TUI has enriched their clients' experience by establishing 5000 destination agents at holiday locations, using SAP Service Cloud portfolio. Clients can now can book extra services and report irregularities.

Blog
How Gamification can Increase Call Center Productivity

Gamification concepts have been talked about at length as a marketing or sales technique, but what benefits can gamification have on your service organization?

Video Series
Learn the basics to achieve great customer service

See how SAP Service Cloud solutions can help you with your day to day call center needs

Forrester Total Economic Impact™ study
The Total Economic Impact™ of SAP Service Cloud

SAP commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying SAP Service Cloud solutions. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of SAP Service Cloud on their organizations.