SAP Service Cloud vs. WixAnswers.com

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

We only use it for the online knowledge base, so I can't speak to the rest of the functionality. However, building out the knowledge base works very well and is quick and easy to use.

• 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

• Usability - very easy to set up, brand, configure and continue to add new articles ongoing
• Localization - Connecting with Crowding allows to easily localize articles using AI
• Article creation - very simple, easy to build, organize and publish.

• 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

• Localization - Although this works with crowdin integration, really would be great if it was all built in and more seamless.
• Insights - very limited reporting, only goes back around 90 days.
• New features - I haven't really seen any new features or functionality in the 2+ years I've been using it.

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

We ultimately selected Wix Answers for the price and that we could localize the platform and articles. WIth WixAnswers the cost is based on users, since our users were low the price was very economical for our needs.

• 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

• Online knowledge base was critical for our platform. With the price that we pay for this service, it more than pays for itself.