SAP SE announced new tools and services to extend the Next-Generation Support to improve customer service in the digital age.
With Next-Generation Support, SAP aims to use innovative technologies to help customers get support anytime, anywhere and from any device.
“Providing always-on omnichannel support for our 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 our support experts helps the people using our products to get answers quickly. Bringing support into the product itself is a big step forward.”
New Next-Generation support features include:
#Built-in support for the SAP S/4HANA Cloud suite
To allow customers to stay within the application and get help exactly when they need it.
#Schedule an Expert is SAP’s second live support channel
It offers customers the chance to schedule a 30-minute call with an SAP expert at a time convenient to them to collaborate on a specific inquiry or incident.
#Guided Answers empowers customers to solve incidents on their own using structured decision trees.
SAP said these new features of Next-Generation Support are part of support offerings provided on-premise or in the cloud at no additional fee.
