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Author's profile photo Kristen Scheffler

Ever evolving – Our journey into social

SAP Product Support’s journey into the social world began in 2011.  At that point in time, it was a notion focused on the question: How can support contribute in the social world?


We took our time, pulling together thoughts, watching others in action, analyzing what was being said.  In July of 2011, we began a pilot account on Twitter named @SAP_gsupport.  The account began with the focus on a couple product support areas, and the goal was to share notes, Knowledge Base articles, legal changes, and security related information for those specific product support areas.

As 2011 came to a close, we made the decision to continue and build in more product support areas.  However, we were very aware that this account was only covering the break-fix side of support.  There is so much more to support then notes and articles.

Enter February 2012.
On the 22nd of February, we began a second Twitter account named @SAPSupportCE.  This account focused on providing support program and service related information, while engaging in conversations and helping to build knowledge and education about SAP’s support organization.

In September of 2012, we entered the Facebook world and created a page called SAP Product Support.  For the remainder of 2012, the Facebook page mimicked what was being shared out of the @SAP_gsupport twitter account.  The focus was on notes, KB’s, and legal changes with regards to specific
product areas.


So what is planned for 2013?
Well this year, things are going to be a little different.  That’s part of evolving though.  Taking a look and listening to what has worked, what hasn’t worked, and making adjustments.

In Twitter, you can still look to @SAP_gsupport if you are interested in SAP product support notes, KB’s, etc.  For a current list of product components and hashtags, see below.  We will be enhancing this list as we add additional product support areas.


Join in the conversation on Twitter and follow @SAPSupportCE for information on SAP Support programs, services, and education.  Here are some of the hashtags we use:

#SAPSupportPortal – SAP Support Portal, SMP, Service Marketplace related information

#EnterpriseSupport – Enterprise Support program/service information

#ActiveEmbedded – Active Embedded program information

#MeetSAPSupport – A series of blogs on SAP Support individuals on SCN

#TellSAPSupport – used to ask question, engage in feedback/discussions

#SAPSupportCares – WE DO!

For Facebook fans, our SAP Product Support page will be conversational, engaging, educational, and fun.
We’ll be asking questions like the one below:


Sharing information and educating about support in a ‘fun’ way:


And thanking you, our customers:


So as we continue on our journey, we want to thank you for the opportunity to support you.  Please let us know your thoughts, feedback, and suggestions you may have about our social approach either here or through our social channels.  We are ever evolving.

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      Author's profile photo Former Member
      Former Member

      Great summary Kristen, I am looking forward to the benefits of increasing our social engagement with our customers.

      Author's profile photo Kristen Scheffler
      Kristen Scheffler
      Blog Post Author

      Thanks Miles!

      Author's profile photo Nicolas Busson
      Nicolas Busson

      Hi Kristen,

      Just a small note to say that I've been following SAP support Twitter accounts for a while now... and I don't know who's hiding behind the name of Stephanie, or Lorraine, etc. but they are providing the best support ever! Thanks a lot for that. I just spent a few minutes counting the number of their tweets I added to my favorites: its amazing. From excellent How-to guides, best OSS notes, to quick tips to speed up message processing: I discovered many very cool features thanks to @SAPSupportCE and @SAP_Gsupport.

      Also, I must admit that I sent a few tweets when I was mad because of the responses I got to some of my SMP messages ( 😕 ), without anybody in copy, nor any usual SAP tags (I thought nobody would notice)... and they answered my tweets quite immediately proposing help! I was absolutely amazed.

      So I guess this is a good place to say thanks for this awesome job: next step will be to provide the same level of support for SMP messages =)



      Author's profile photo Kristen Scheffler
      Kristen Scheffler
      Blog Post Author

      Hi Nick,

      Wow, this means a lot.  Thank you for your feedback.

      I appreciate you taking the time to share the experiences you have had with our accounts, and look forward to having more positive interactions with you in the future 🙂



      Author's profile photo Midhun VP
      Midhun VP

      This approach seems good. When can we expect support for SAP Mobile ?

      - Midhun VP

      Author's profile photo Kristen Scheffler
      Kristen Scheffler
      Blog Post Author

      Hi Midhun,

      Thanks for your comment.  Would love to hear what info you are looking for in this regard.  I will send you a note to connect.