Voice as communication channel has dominated ways in which customers are being served. However, for the new age customers who are empowered with mobile and social networking apps , voice is certainly not the primary source of solving their product problems . With the advent of digital revolution, customers are equipped with number of options to establish connection with service organizations to solve their problems.
Most of the present day customers want choice, where they can start the interaction in one channel and complete it in another with consistent user experience across the channels. Service organizations have to aim at customer loyalty and retention, while increasing efficiency to reduce support cost. One of the focus channels that has unique selling proposition which can support customers with efficient problem resolution, transparency in progress and can grow with their changing needs is self-service portal. Customer self-service offers customers an intuitive and branded self-service support channel. This creates an exceptional customer service by empowering customers to easily get answers and create and track service request online.
SAP Customer self-service is a cloud based portal solution which is a part of portal service offering on HANA cloud Platform which aims at offering superior user experience to customers along with mobile consumption. Customer self-service portal enables secure and reliable integration with on-premise networks leveraging the power of On-premise value.
SAP Cloud for Service:
SAP cloud for service is a part of Cloud for customer portfolio, which allows organizations to serve their customers in delivering service excellence with 360 degree customer view across channels. It also offers real time view of operational status, leverage customer service interaction to cross sell and up sell. With Cloud for Service, support portal is available as an additional service channel. Self-service portal is cloud based intuitive user interface based on HTML5 which provides option for organizations to fast branding and customize with quick mobile consumption.
Self-service portal brings applications, unstructured data and reports together. It means when organizations implement Cloud for service, self-service portal is available as service channel for end customers. This enables line of business to create attractive sites and provide end customers access to create service requests and track request status at their fingertips. End Customers are allowed to access knowledge base for quick solutions and collaborate with service agents to resolve issues quickly. It is easy for organizations to build custom extensions and manage out of box content based on the requirement. Hence, allowing end customers to access self-service portal avoids waiting calls in call center queues, improves response time and quality of ticket resolution, maintains central knowledge base, and finally helps in customer satisfaction.
More standard features of self-service portal:
1) Create new tickets 2) Review current status of open tickets 3) Search answers in Knowledge base.
4) Reports 5) Easy extension of out-of-box solutions.