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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。

Morgan vs. the home theater system

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!

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.

解决方案

SAP Hybris Service Cloud

SAP Hybris Service Cloud 是一款协作式客户服务解决方案,能够帮助你为客户提供全渠道服务。该解决方案可以为你的客服代表提供全面的客户视图,这样,他们就能提供相关且个性化的客户服务。借助社交媒体分析工具,你能通过客户选择的渠道与他们开展有效的互动,了解哪些举措有效。此外,你还能利用强大的消息管理功能,高效地分配和处理客户消息,并使用全面的分析工具,追踪重要的关键绩效指标,发现模式。

SAP Customer Engagement Center

SAP Customer Engagement Center offers a unified agent desktop with built-in communication channels, ticketing and visibility into customer data and interaction history. You can offer your customers easy access to support via phone, chat, video or email. Your agents can respond to customer contacts, create service tickets and view customers’ service and interaction history, all within a single application. And SAP Customer Engagement Center comes integrated with SAP ERP, so agents can manage ERP sales orders and other transactions within the same user interface.

SAP Hybris 呼叫中心解决方案的优势

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.

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。

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