A Day in the Life of a Service Organization: Winning Customer Service in the age of Social Media
Customer Service is one of the most important functions in a company. Not only do Customer Support organizations have to deal with digitally connected, socially networked, better informed, and more demanding customers, but other departments in an organization depend on information they gather. For example, Sales needs to know what’s going on with a customer to help them close deals. Marketing needs to know what products customers are buying
so they can design the appropriate campaigns to attract new customers as well as upsell to existing customers. Product development needs to understand issues that customers are facing so they can make improvements.
Sixty-six percent of consumers will spend more with companies who provide excellent service (source: American Express, 2012 Customer Service Barometer) so it’s imperative to delight your customers in every interaction. Not only can SAP help companies solve issues faster and smarter through our Customer Service applications that leverage collaboration and social media, but because SAP has a 360 degree view of the customer and end-to-end view of a company’s business processes, we can help streamline service operations, increase service profitability, and help companies make sense of all the valuable customer data they collect.
Only SAP can help companies deliver the ‘wow’ customer experience to differentiate themselves and drive customer loyalty. Watch this video to learn how SAP can help your organization serve your customers better. We walk you through a Day in the Life of a Service Organization using the power of SAP to resolve a customer issue and win the hearts and minds of their customers in the age of Social Media: