SAP Cloud for Service is an online software solution for customer service and support (CSS) by SAP, a longtime leader in the enterprise resource planning (ERP) and customer relationship management (CRM) space.
This system offers multichannel service ticket management across email, chat, phone, SMS, social media platforms and Web self-service channels. Automation features allow CSS departments to route, assign and escalate messages within a single product framework.
SAP Cloud for Service also offers in-context social collaboration, enabling service representatives to quickly ask questions and communicate feedback regarding particularly difficult cases. In addition, its analytics capabilities help businesses understand key patterns across large volumes of customer complaints in order to uncover root causes and streamline CSS processes.
SAP Cloud for Service also provides a full-featured mobile experience, so users can access the system and close out high-priority tickets while away from the office. Finally, it offers integrations with SAP’s other Web-based products, such as Cloud for Sales, as well as its popular on-premise systems, such as SAP CRM and SAP ERP.