Say Bye-Bye to the Landline: The Future of Customer Service

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"Your call is important to us, please remain on the line - - -" just doesn't cut it anymore. In a digital world, traditional call centers are dwindling in favor of more DIY and one-size-does-not-fit-all service models. Is your service team equipped to embrace change and bring customer engagement to the next level? For more, visit us at: https://hybris.com/en/products/service

PUBLIC
Say Bye-Bye to the Landline:
The Future of Customer Service
October 2017

3PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
24x7
9-5?

7PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Build self-services that make your customers happy
Know your customers and
combine self-service with
assisted service
Deploy chatbots,AI,
and Internet of Things to
automate routine tasks and
free human resources
Utilize all existing data and
make it available for your
customers and agents

9PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Snowflakes vs. Twins

10PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Sprints vs. Climbs

11PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Traditional vs. Nontraditional Channels

12PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
DIY is in – combine the strengths of man and
machine!
§ Make your customers happy with smart DIY
§ Bring DIY to the next level with new technologies such as
chatbots, AI, and machine learning
§ Find the balance between man and machine
All customer experiences are not created equal!
§ Be Intelligent with Automation
§ Understand the varying levels of service requests
§ Meet your customers where they prefer to interact
It's time to say goodbye to yesterday's customer service

Thank you.
Contact information:
LISA JAMES
Head of Solution Marketing,
Service Audience. SAP Hybris
(SAP)
Email: lisa.james@sap.com
Twitter: @ TheBookOfLisa

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Say Bye-Bye to the Landline: The Future of Customer Service

1. PUBLIC Say Bye-Bye to the Landline: The Future of Customer Service October 2017

2. DIY

7. 7PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Build self-services that make your customers happy Know your customers and combine self-service with assisted service Deploy chatbots,AI, and Internet of Things to automate routine tasks and free human resources Utilize all existing data and make it available for your customers and agents

8. One size does not fit all

12. 12PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ DIY is in – combine the strengths of man and machine! § Make your customers happy with smart DIY § Bring DIY to the next level with new technologies such as chatbots, AI, and machine learning § Find the balance between man and machine All customer experiences are not created equal! § Be Intelligent with Automation § Understand the varying levels of service requests § Meet your customers where they prefer to interact It's time to say goodbye to yesterday's customer service

13. Thank you. Contact information: LISA JAMES Head of Solution Marketing, Service Audience. SAP Hybris (SAP) Email: lisa.james@sap.com Twitter: @ TheBookOfLisa

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