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Author's profile photo Andrea Wedderburn

SAP’s New Expert Chat Resolves Incidents Nearly 2x Faster

SAP is continuing to help businesses “run live” with its Next-Generation Support approach. Expert Chat is a live chat function that connects SAP customers to technical support experts, instantly. The company found that the new service resolves incidents nearly twice as fast as traditional SAP support channels.

From simple to complex problems, Expert Chat enables SAP customers to get the help that they need faster. Most notably, incidents that required more than one interaction with support performed best. Currently, the service is available for all support levels and almost all solutions.*

Read the February 2017 report Gartner has written titled “Use SAP’s New Expert Chat Service to Accelerate SAP Product Problem Resolution” here.

“In today’s digital economy, enterprises become ‘live businesses’. As a consequence, they require the same real-time availability from their essential supporting functions. Long waiting periods or reaction times between problem and solution are unaffordable for them,” said Andreas Heckmann, global senior vice president, Support Delivery, SAP. “Expert Chat provides our customers with instantaneous access to our top product experts, thereby considerably reducing the amount of time to get answers to their SAP product-related questions.”

Unlike traditional ticket-based models, Expert Chat directly connects customers with support experts from SAP. Instead of filing an incident, customers can establish a real-time interaction with SAP’s support organization, creating a faster and more direct route to issue resolution, which improves customer satisfaction while reducing project and operational costs.

Additional Expert Chat benefits include:

  • Time savings: businesses that implement Expert Chat begin to experience significant increases in value from their maintenance and support agreements with SAP


  • Reduced downtime: Expert Chat has been proven to reduce considerably the amount of time businesses spend supporting SAP® products, including resolving incidents and issues
  • Efficient issue resolution: through the Expert Chat service, SAP optimizes the support process by consolidating all necessary information at an early stage to solve an issue during the interaction or to deliver fast resolution if the issue requires deeper investigationCustomers can access Expert Chat through the SAP ONE Support Launchpad, which provides a central place for users to access all support channels provided by SAP. For more information, visit the SAP News Center. Follow SAP on Twitter at @sapnews.


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*Currently excluding business network solutions, the SAP Business ByDesign solution and a couple of cloud solutions. SAP plans to provide Expert Chat for these in the future.


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      Author's profile photo Joachim Rees
      Joachim Rees

      I would have liked to used expert chat today, as I think I had quite a simple (for the right person) task at hand: A SAP note seems not to be released, and I think it should be!
      (See in case you're interested).


      Unfortunately, it wasn't offered to me! 🙁