Powering Content-Rich Customer Success Centers for Omnichannel Support

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1 SAP Brief SAP Extensions SAP Knowledge Central by MindTouch Objectives Powering Content-Rich Customer Success Centers for Omnichannel Support

2 Deliver knowledge when and where it s needed Deliver knowledge when and where it s needed To provide support services that truly delight your customers, you must give people fast and easy access to up-to-date information about your products. With the SAP Knowledge Central application by MindTouch, you can deliver the latest product and service information consistently across multiple channels, streamlining support activities and strengthening customer loyalty. Today, customers expect to be able to find information about products and services they need, when they need it and in a way that s convenient for them. And companies that prioritize the quality of the support they offer can profoundly influence customer loyalty and brand reputation. SAP Knowledge Central helps you provide both customers and customer-support agents with timely access to relevant product information. Support agents can resolve queries quickly and efficiently. Customers themselves can find the answers they are looking for through selfservice portals. The result: higher customer satisfaction, reduced customer effort, and lower demand for agent-assisted support. It s a winning combination. 2 / 8

3 Publish current, accurate information across multiple channels Publish current, accurate information across multiple channels Take advantage of the latest thinking in your user community SAP Knowledge Central enables you to distribute information across multiple channels. From discussion forums and Web self-service systems to agent-run chat, , or phone-based support, you can be confident that the information you deliver is up-to-date and consistent. Intuitive and collaborative authoring tools streamline the process of capturing knowledge from both internal and external subjectmatter experts, making it quick and easy to add content. In addition, advanced approval workflows allow you to route content through a moderation process before you release it, so you can apply checks for quality and accuracy before publishing. With in-product help functionality, SAP Knowledge Central also enables you to offer contextual help that is related to what customers and agents can see on their screen. In this way, they can get the answers they need immediately without having to open up another screen or sending an . In addition, SAP Knowledge Central integrates closely with omnichannel contact center software such as the SAP Cloud for Service and SAP Cloud for Social Engagement solutions, as well as with SAP HANA Cloud Portal for Web self-service portals. This enables you to deliver product knowledge to agents and customers through agent-assisted customer service and self-service processes. 3 / 8

4 Take advantage of the latest thinking in your user community Publish current, accurate information across multiple channels Take advantage of the latest thinking in your user community Not only does SAP Knowledge Central enable you to publish information originating from within your own enterprise, such as product guides and usage tips, but you can also publish useful content contributed by your customers. The solution enables subject-matter experts to share feedback, best practices, common issues, and resolutions, and it provides opportunities to use products in new ways. By making this valuable information accessible to a broader audience, you can extend and refine your knowledge base. In addition, sophisticated content-ranking technology delivers optimized search results to present the information that is most useful, according to other customers and your support agents. This helps ensure that customers and agents receive the most beneficial answers and are always guided toward the most relevant content. Grow and refine content as you go with SAP Knowledge Central. 4 / 8

5 Publish current, accurate information across multiple channels Take advantage of the latest thinking in your user community With answers to the latest product queries available through self-service channels or in-product help, more customers can resolve issues themselves without raising a support ticket. This means that customers get the answers they need more quickly and reduces demand for agent assistance, which can significantly cut costs. SAP Knowledge Central also helps customersupport agents to be more productive, closing out tickets more quickly and speeding up service. Tight integration with SAP Cloud for Service and SAP Cloud for Social Engagement helps agents access the customer success center right from within the agent workspace, without having to look at a different screen. In addition, automated search functionality provides agents with real-time product knowledge recommendations based on the context and issue at hand. This empowers them to provide relevant information and resolve the query more quickly, improving the customer service experience. Improve customer service with relevant content at the click of a mouse. 5 / 8

6 Publish current, accurate information across multiple channels Take advantage of the latest thinking in your user community Reporting functionality within SAP Knowledge Central enables you to analyze trends in customer behavior and search criteria. Built-in templates help you create reports on activity, rating, aging, and search parameters. In addition, you can export raw data and process it using analytics tools such as SAP BusinessObjects business intelligence solutions. By analyzing the way your customer success center is being used, you can gain valuable insights that can boost the effectiveness of your content strategy, improving the customer experience. For example, you can also enhance product-help content to answer specific customer queries before they become support issues. And you can identify information gaps and fill them with appropriate content. Slice and dice data for sophisticated analysis and reporting to drive strategy and continuous improvement. 6 / 8

7 Reduce customer effort and boost loyalty Reduce customer effort and boost loyalty SAP Knowledge Central allows you to deploy support-related content for new products faster. It helps you spot information gaps quickly and provide content as required to keep pace with the latest search trends. Straightforward publishing tools and preconfigured approval workflows enable internal staff and external experts to collaborate effectively. This streamlines the content creation process and allows you to maintain quality standards by keeping control of what you publish. Providing customers with fast, easy access to relevant information through multiple channels enables them to get the answers they need quickly and conveniently. Swift issue resolution reduces customer effort. It also helps drive customer adoption and builds loyalty. In addition, by enabling customers to resolve queries for themselves using self-service solutions, you reduce demand for agent-based support, saving time and money. Delight customers with fast access to relevant information. 7 / 8

8 Objectives Summary With the SAP Knowledge Central application by MindTouch, you can quickly and efficiently create, collaborate on, and publish content across multiple self-service and agent-assisted support channels. You can incorporate information provided by your subject-matter experts into your knowledge base and analyze search trends to identify any content gaps. And by enabling customers to find the answers they need quickly, you can improve satisfaction, loyalty, and retention. Objectives Provide timely access to relevant support information Take advantage of customer and agent feedback to improve the quality of support content Reduce the demand for agent-assisted support services Fast, consistent distribution of content across multiple self-service and agentassisted support channels Preconfigured content creation and approval workflows Close integration with the SAP Cloud for Service and SAP Cloud for Social Engagement solutions, enabling agents to access information quickly Built-in reporting to help you identify key customer behaviors and search trends Speed up query resolution Improve customer satisfaction, product adoption, and retention Enhance knowledge-base quality and scope over time Reduce effort for your customers Reduce the number of support tickets raised and increase agent productivity Learn more Call your SAP representative today, or visit us online at /solution/lob/customer-svc/software /knowledge-management/index.html. 8 / 8 Studio SAP 31481enUS (14/08)

9 No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

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