With Next-Generation Support, SAP aims to use innovative technologies to help customers get support anytime, anywhere and from any device. The goal is to help IT users work more effectively with SAP® software by simplifying solutions and providing context-sensitive help through a readily accessible knowledge base and expert consultation. “Providing always-on omnichannel support for their customers, in which users can find answers in the channel of their choice – or in multiple channels, if they like – is essential in the delivery of a delightful user experience,” said Andreas Heckmann, senior vice president and head of Support Delivery, SAP. “Live and direct access to their support experts helps the people using their products to get answers quickly. Bringing support into the product itself is a big step forward. SAP will continue to rethink support, putting the customer experience first, and provide innovative solutions to support customers in running their business.”
The extension of the Next-Generation Support approach moves help for customers directly into the product with built-in support. The Schedule an Expert service augments the Expert Chat service to provide customers with a second live support channel. What’s more, Next-Generation Support has added the Guided Answers service to the self-service and knowledge base SAP provides.
To read more, please follow this link: Next-Generation Support_Press Release.pdf