Customer 360 – Customer Hub (Service)
This blog series discusses the concept of “Customer 360” and the benefits customers can get out of it. It lists common implementation challenges and gives some ideas on how to solve those. The main part highlights the Customer 360 views and capabilities within SAP Cloud for Customer (C4C). The series concludes with a summary of the key points discussed.
Here are the blogs of this series:
- Customer 360 – Overview
- Customer 360 – Customer Details (Sales & Service)
- Customer 360 – Customer Insights (Sales)
- Customer 360 – Customer Hub (Service) (THIS BLOG)
- Customer 360 – Summary
Customer Hub (Service)
In a customer service scenario live interactions with a customer are very common. When answering phone calls, engaging in live chats or providing support in any other channel like SMS, social etc. agents typically use a CTI (Computer Telephony Integration) solution to receive, route and answer these live communications. In such a scenario it is crucial to have all necessary service-related information at hand in one screen and this screen should be automatically launched when accepting the interaction with the customer. For this scenario, agents can make use of another Customer 360 screen in C4C specifically designed for a live communication scenario – the so-called “Customer Hub“. The Customer Hub is part of both the standard Live Interaction interaction of core C4C as well as the new Service Agent Console add-on, which comes with its own license. The screenshots shown in this blog are for the Customer Hub capability of the add-on. Please note the focus of this section is to highlight the capabilities relevant for Customer 360. For additional details on the Service Agent Console add-on and the Customer Hub view please refer to this blog written by my colleague Rohit Bhan .
The Customer Hub is automatically opened in case of an incoming live interaction (phone call, chat etc.) if the customer can be uniquely identified. It contains the following sections:
Customer Details: Customer details can be viewed at the left of the screen. This section includes customer and contact information as well as some key figures like total amount spent.
Timeline: Past interactions and object updates for a specific customer like emails, phone calls or tickets can be seen in the Timeline tab – sorted chronologically with various filter and search functionalities. The timeline can also show external events like the creation of an S/4HANA service order.
Objects: In this section the agent can quickly view and access customer-related object information like registered products, tickets, etc.
- Session Overview: In the session overview on the right side panel the agent can quickly capture notes for the current phone call and link other objects to the current session (e.g. existing tickets)
Knowledge Base: Via the embedded knowledge base (KB) section in the side pane of the Customer Hub the agent can search for relevant KB articles and copy them into a new email to be sent to the customer. The articles can also be previewed in this section without leaving the Customer Hub screen. The Agent Console offers a standard integration to the Mindtouch knowledge base. Additional KB’s will follow in the future.
What would you like to do? area: In this section the agent can create a new email, ticket, registered product or even external object like an S/4HANA service order via the powerful mashup capabilities of the Agent Desktop.
In addition to the above mentioned features, additional tabs can be configured next to “Timeline” and “Objects” to show external information in a mashup. This can be used not only to embed the aforementioned Customer 360 app of S/4HANA but also provides an elegant way to seamlessly create external objects like service orders in S/4HANA.
This concludes this blog about the Customer Hub functionality. The next blog summarizes the key points discussed in this series about the topic of Customer 360.