CRM and CX Blogs by SAP
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Product and Topic Expert
Product and Topic Expert
The Expert Chat Service is a live chat function that connects SAP customers to technical support experts instantly. This service helps resolve incidents nearly twice as far as those submitted via traditional support channels. Key users will be able to launch a chat request right from the "Help Center" in the application. SAP is planning to roll out Expert Chat to all customers of SAP Hybris Cloud for Customer by December 4, 2017.

From simple to complex problems, Expert Chat enables SAP customers to get the help they need faster. Most notably, incidents that had required more than one interaction through traditional support methods performed best.

In today’s digital economy, enterprises become ‘live businesses.’ Therefore, 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.”

Our C4C key users can look forward to finding the “Chat with an SAP Expert” link in the C4C Help Center starting December 4, 2017.

Stay tuned for an update.