WALLDORF, Germany, Nov. 30, 2016 /PRNewswire/ -- SAP SE (NYSE:
SAP) today announced the launch of the Expert Chat service – a live
chat function that connects SAP customers to technical support
experts instantly. The service, which is available for all support
levels and almost all solutions1, went live on
June 30 and has already seen success.
Eighty-three percent of customers rated their satisfaction at 8 to
10 on a scale of 1 to 10, 64 percent of incidents were resolved
during the chat and average chat time was 21 minutes.
Unlike any other chat function available, Expert Chat provides a
live contact channel between customers and support experts from
SAP, showing that SAP continues to deliver on its next-generation
support strategy. Expert Chat differs from the traditional
ticket-based support in that the waiting time for customers is
eliminated. Instead of filing an incident, customers can instantly
start an Expert Chat. This real-time interaction with SAP's support
organization creates a faster and more direct route to issue
resolution, which improves customer satisfaction while reducing
project and operational costs.
"When our customers are taking their business 'digital,' their
business processes are becoming real time. This means that the
support services they turn to when needed must be real-time as
well," said Andreas Heckmann, global
senior vice president, Product Support, SAP. "We established Expert
Chat to address that need. As a service providing a live support
channel, Expert Chat offers direct access to the best expert for
any SAP software–related problem or question at hand."
Customers 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. The process for
starting a support engagement is the same as before; the only
difference is that now customers have the opportunity to interact
directly with an SAP support engineer through a real-time
conversation. The Expert Chat service is available to customers of
every support-level subscription.
"Real-time, digital business processes require 24x7 uptime, and
that means the time to resolve problems has to match the cadence of
the business," said Joshua
Greenbaum, principal, Enterprise Applications Consulting.
"Bringing online chat to SAP's support services adds an important
new channel for maintaining the system and business process uptime
that SAP's customers, and the customers' customers, have come to
expect."
In addition to its unique Expert Chat service, this
next-generation support enables users to use Google search to find
answers in popular knowledge-based articles. It provides
transparency for SAP SuccessFactors® solutions with a
cloud availability center prototype. And a redesigned,
mobile-friendly SAP Support Portal service is available for preview
at support.sap.com.
For more information, visit the SAP Web site or the SAP
News Center. Follow SAP on Twitter at @sapnews.
Media Contact:
Martin
Gwisdalla, SAP, +49 (6227) 7-67275,
martin.gwisdalla@sap.com, CET
Erin Albright, FleishmanHillard, +1
(212) 453-2344, erin.albright@fleishman.com, ET
Any statements contained in this document that are not
historical facts are forward-looking statements as defined in the
U.S. Private Securities Litigation Reform Act of 1995. Words such
as "anticipate," "believe," "estimate," "expect," "forecast,"
"intend," "may," "plan," "project," "predict," "should" and "will"
and similar expressions as they relate to SAP are intended to
identify such forward-looking statements. SAP undertakes no
obligation to publicly update or revise any forward-looking
statements. All forward-looking statements are subject to various
risks and uncertainties that could cause actual results to differ
materially from expectations. The factors that could affect SAP's
future financial results are discussed more fully in SAP's filings
with the U.S. Securities and Exchange Commission ("SEC"), including
SAP's most recent Annual Report on Form 20-F filed with the SEC.
Readers are cautioned not to place undue reliance on these
forward-looking statements, which speak only as of their dates.
1 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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SOURCE SAP SE