LiveHelpNow vs. SAP Service Cloud

LiveHelpNow provides an easy way to provide youtube links, manual links and remote software links to customers in real time. There is no need for the cx to have to go check their email or go outside of LiveHelpNow to see the helpful information. Which is important as we prefer to keep customers engaged on our website!

Incentivized

It is well suited for Analytics, Customer Relationship Efficiency Engagement, and best suited to help decrease Infrastructure maintenance costs for Organizations. Learning for new bees is a little difficult to grasp with the features/functionalities. The Software is a little complex from the setup and configuration point of view. Reporting capability can be improved as it is a highly effective CRM.

Incentivized

• Easy for customers to reach out.
• Best for short quick answers.
• Easy for staff to use.

Incentivized

• SAP Service Cloud pulls together messages from different channels - emails, calls, social sites - into one dashboard. This means we can quickly see and respond to any customer question or concern without jumping between different tools.
• It streamlines our workload by automatically categorizing and prioritizing customer issues. This ensures that urgent banking matters are addressed immediately and no query is left unanswered.
• The built-in knowledge base is a lifesaver. When a customer has a common question or issue, we can quickly reference or direct them to pre-existing solutions, speeding up the resolution process.

Incentivized

• Needs better integration with Marketo

Incentivized

• Integrating SAP Service Cloud with non-SAP systems can be challenging, i faced some hurdles when my IT team took 3 months to integrate the billing data from some other vendor and the system would run slow if you try to pull billing data
• Slow loading of the pages as compared to other consumer tech softwares we use
• Implementation costs and complexity of implementation makes it an option only for large enterprises with huge IT teams (and it can take a few months to implement)

Incentivized

Now all our critical processes are streamlined & would like to explore the new feature to have user friendly experiences

Incentivized

I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there.

Incentivized

We went with SAP Service Cloud instead of Oracle Cloud Platform because it is like a custom-made tool for big companies, seamlessly working with our other systems. It helps us manage complex tasks and customer interactions better, making everything smoother and more efficient. It just fits well with how we do things.

Incentivized

• The most notable positive impact that we have experienced were during the pandemic. When the world as we know if shut down LiveHelpNow gave us a much needed way for us to stay in contact with our customers. Our hold times for phone support was at an all time high. Having LiveHelpNow allowed many many customers to receive assistance for minor issues without the frustration of calling in.

Incentivized

• positive impact: Enhanced Productivity: The platform's automation and knowledge management capabilities can boost agent productivity. Agents can handle more cases in less time, leading to cost savings and potentially higher revenue through increased sales opportunities.
• negative impact: Complexity: If not properly configured or if it doesn't align with an organization's specific needs, SAP Service Cloud's complexity can hinder user adoption, leading to inefficiencies and potentially negative ROI.

Incentivized