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SAP Service Cloud

Score8.6 out of 10

154 Reviews and Ratings

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What is SAP Service Cloud?

SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.

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Reviews

What users are saying about SAP Service Cloud.
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Great system for managing tough customer service work

Incentivized
Kirsten Cornell
Senior Communications Specialist in Social Media at Walter P Moore (1001-5000 employees employees)

Use Cases and Deployment Scope

We use SAP Service Cloud to monitor and promptly respond to inquiries from our clients and customers. It helps our team members to stay organized and respond the same on all channels of communication. It has helped us remove some issues we were facing earlier, like complaints from our clients and customers regarding late replies and miscommunication issues.

Pros

  • Quickly sends customer questions to the right person
  • Shows all customer messages in one place
  • Helps move urgent problems up the chain quickly
  • Works well with other company tools to keep everything connected

Cons

  • The mobile app doesn’t have all the features
  • Some automation tools are basic
  • It’s not always easy to keep track of customer messages

Return on Investment

  • Helped answer customer questions faster
  • Helped our team work better together and keep more customers
  • Gave us useful reports to make smarter decisions and get better results
  • Saved money by automating tasks and reducing mistakes

Alternatives Considered

Zoho Desk

Other Software Used

SAP Sales Cloud, LogicMonitor, Miro

Impactful solution for better customer support services.

Incentivized
Nikita SinghView profile
Technical Specialist in Information Technology at LTIMindtree (501-1000 employees employees)

Use Cases and Deployment Scope

Basically it helps by making the streamline of the service process to deliver the best experience to our customers. After implementation in our organisation it reduce the wait time and tickets gets resolved in very minimal time. It has centralised ticket system where ticket automatically assigned to respective department. It resolved inconsistent customer experience because every time our customers get the different answer from different executive. It reduce workload on our customer support executive. Easily integrate with ERP system as well. Provides real time visibility on every ticket.

Pros

  • AI driven response, resolves customer issues quickly.
  • Ensure consistency by standardized services processes.
  • Reduce manual efforts & improves our customer support service.

Cons

  • Slower response time create issues sometimes.
  • Licensing cost is not pocket friendly.
  • Third party integration is challenging.

Return on Investment

  • Reduce customer service response time by AI driven FAQ
  • Improved customer satisfaction by reducing the waiting time and delivering the better solution.
  • Increase brand value because best customer support is the main backbone of the every organisation.

Solution That Boost Your Customer Support.

Incentivized
Shreya BatraView profile
Technical Lead in Information Technology at EY (501-1000 employees employees)

Use Cases and Deployment Scope

SAP Service Cloud is our customer support team's preferred solution. Because it is easy for us to manage customer issues and respond quickly, we can build customer trust in us. It is very transparent because customers can check the status with every single update on the query to stay updated. It improves both our productivity and efficiency. It manages all the open & closed queries on the dashboard, making it easy for non-tech users.

Pros

  • Managing customer queries very quickly and efficiently.
  • The customer can check the status to know the progress.
  • Reporting & Analytics help in better decision-making.

Cons

  • Pricing needs to be more pocket-friendly.
  • The mobile app requires optimization for improved performance.

Return on Investment

  • Decrease manual work related to the support.
  • Managing customer issues is now easy and quick.
  • Saves money & resources.

Boost our support services

Incentivized
Arushi BatraView profile
Senior Technical Analyst in Information Technology at GlobalLogic (501-1000 employees employees)

Use Cases and Deployment Scope

This solution allow us to deliver best experience to our clients and customers. We are using this to resolve our customer queries very promptly. It maintain the queries chain very efficiently so that customer can see the status with every updates. Dashboard has very clear and simple view where all customer queries are well organised. Tracking of open and closed tickets boost efficiency.

Pros

  • Tracking and managing multiple queries easily.
  • Better response time on customer issues.
  • Reporting and analysis improves our services.

Cons

  • Mobile app is very user friendly due to it lack of features.
  • Pricing model is not suitable for small organisations.

Return on Investment

  • Reduced workload on our customer support executive.
  • Fast response time and save maintenance cost.

Mind blowing Experience with SAP Service Cloud solution.

Incentivized
Akriti ChawlaView profile
Lead Technical Specialist in Information Technology at GlobalLogic (501-1000 employees employees)

Use Cases and Deployment Scope

SAP Service Cloud is very beneficial solution for our customer support department. It handles customer queries very efficiently and ensure smooth experience to our customers. It reduce the resolution time and gives the fast response on the customer queries. It saves from miscommunication. Easy to integrate with all types of application for better productivity. It organised all the queries at the one place where our customer support executive review the queries and responds quickly. It also saves our manual efforts by adding automated response in our systems.

Pros

  • Easy to manage all issue because available at one place.
  • Saves from late reply and miscommunication.
  • Quick resolution on customer queries and maintain communication chain as well as keeps all previous chats for quick and better resolution.

Cons

  • Sometimes automated response gives wrong reply on queries.
  • Reports are not accurate sometimes.
  • Solution is paid not an open source.

Return on Investment

  • Reduce almost 50-70% customer queries resolution time.
  • Improves customer satisfaction by resolution quickly tickets & gives the better resolution.
  • Increase brand value because now customer are happy with our services and recommending use on every platform.

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