What is SAP Service Cloud?
SAP Hybris Service Cloud allows your organization can give its customers the right service on the right channel, delivering an excellent customer service experience at every point in their journey.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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88 Likeliness to Recommend
100 Plan to Renew
87 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
+99 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love SAP Service Cloud?
Pros
- Performance Enhancing
- Enables Productivity
- Trustworthy
- Efficient Service
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Mobile Customer Care
Agent Collaboration
Multi Channel Support
Customer Self Service Capabilities
Customer Service Knowledge Management
Agent Scripting
Contact Center Integration
Intelligent Search
Customer Service Workflow Management
Analytics and Reporting
Customer Community Management
Vendor Capability Ratings
Business Value Created
Ease of Data Integration
Breadth of Features
Product Strategy and Rate of Improvement
Ease of IT Administration
Usability and Intuitiveness
Quality of Features
Vendor Support
Ease of Implementation
Ease of Customization
Availability and Quality of Training
SAP Service Cloud Reviews
Alain M.
- Role: Information Technology
- Industry: Finance
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2021
Going Digital in a Post Covid-19 Era
Likeliness to Recommend
What differentiates SAP Service Cloud from other similar products?
In this post Covid-19 era, we realized that our customer base would call less to submit queries and complaints, and walk-in support at our office was less and less frequent. On the contrary, live chat supports were blooming and our ticketing system started getting overwhelmed. That was when we realized the full potential of SAP Service Cloud: mobile customer support oriented towards resolving the issue within the hour.
What is your favorite aspect of this product?
I really find appealing the multiple integration flow pre-packages. This really saves a lot of time and is indeed customer support oriented.
What do you dislike most about this product?
A lower pricing would be more appropriate as well as fixed packages. There should not be an estimator tools and costs should be shown right away in my personal opinion.
What recommendations would you give to someone considering this product?
Thanks to the advanced ticketing system, we managed to improved our customer support increasing customer satisfaction by 3x.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Sanjay K.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted Jan 2021
Straighforward but missing some functionalities
Likeliness to Recommend
What differentiates SAP Service Cloud from other similar products?
Straighforward setup, easy to perform simple admin tasks.
What is your favorite aspect of this product?
Platform works well and relatively stable.
What do you dislike most about this product?
The product is missing some key components (i.e surveys)
What recommendations would you give to someone considering this product?
Platform works well though it is quite expensive. Interfaces with other SAP products such as ERP should be easier than they are. Lacking in adequate support of surveys.
Pros
- Performance Enhancing
- Enables Productivity
- Trustworthy
- Unique Features