"When our customers are taking their business 'digital,' their business processes are becoming real time. This means that the support services they turn to when needed must be real-time as well," said Andreas Heckmann, global senior vice president, Product Support, SAP. "We established Expert Chat to address that need. As a service providing a live support channel, Expert Chat offers direct access to the best expert for any SAP software–related problem or question at hand."
Customers can access Expert Chat through the SAP® ONE Support Launchpad, which provides a central place for users to access all support channels provided by SAP. The process for starting a support engagement is the same as before; the only difference is that now customers have the opportunity to interact directly with an SAP support engineer through a real-time conversation. The Expert Chat service is available to customers of every support-level subscription.
"Real-time, digital business processes require 24x7 uptime, and that means the time to resolve problems has to match the cadence of the business," said Joshua Greenbaum, principal, Enterprise Applications Consulting. "Bringing online chat to SAP's support services adds an important new channel for maintaining the system and business process uptime that SAP's customers, and the customers' customers, have come to expect."
In addition to its unique Expert Chat service, this next-generation support enables users to use Google search to find answers in popular knowledge-based articles. It provides transparency for SAP SuccessFactors® solutions with a cloud availability center prototype. And a redesigned, mobile-friendly SAP Support Portal service is available for preview at support.sap.com.
For more information, visit the SAP Web site or the SAP News Center. Follow SAP on Twitter at @sapnews.
Martin Gwisdalla, SAP, +49 (6227) 7-67275, email@example.com, CET
Erin Albright, FleishmanHillard, +1 (212) 453-2344, firstname.lastname@example.org, ET
Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as "anticipate," "believe," "estimate," "expect," "forecast," "intend," "may," "plan," "project," "predict," "should" and "will" and similar expressions as they relate to SAP are intended to identify such forward-looking statements. SAP undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect SAP's future financial results are discussed more fully in SAP's filings with the U.S. Securities and Exchange Commission ("SEC"), including SAP's most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.
1 Currently excluding business network solutions, the SAP Business ByDesign® solution and a couple of cloud solutions. SAP plans to provide Expert Chat for these in the future.
Logo - http://photos.prnewswire.com/prnh/20110126/AQ34470LOGO
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/newsbyte-sap-launches-expert-chat-to-connect-customers-in-real-time-to-technical-support-300370025.html
SOURCE SAP SE