I like the customization tools and the ability to make the system look and function as I need it. The tools and capabilities make it valuable as they stop the requirement to have expensive, useless licenses for other systems integrating with each other. Review collected by and hosted on G2.com.

I don't like the onboarding process that much. I found it challenging to train my colleagues up. Review collected by and hosted on G2.com.

Very good live-chat tool with outstanding automation, messaging and help documentation center. The Inbox module is by far the greatest thing about it since it allows a direct communication with clients. Today I cannot imagine our daily support activities without this tool. Review collected by and hosted on G2.com.

I don’t really have any complaints about the tool it is very easy to manage a ton of chats at once, all the functions are very reliable and ticketing is great. Review collected by and hosted on G2.com.

I like SAP Service Cloud for its strong integration with the broader SAP ecosystem, which is really beneficial. I also appreciate that the platform is highly customizable, allowing businesses to tailor processes and dashboards. Additionally, the initial setup was relatively easy. Review collected by and hosted on G2.com.

For new users, it was a bit overwhelming with the learning curve. The user interface could also be modernized and simplified. Review collected by and hosted on G2.com.

Omnichannel support (email, chat, phone, social)

• Real-time customer insights and 360° view

• Workflow automation and ticket routing

• AI features for recommendations and classification

• Customizable dashboards and reporting

• Scalable for enterprise needs Review collected by and hosted on G2.com.

Complex setup and configuration

• Steep learning curve for new users

• UI can feel outdated in some areas

• Performance can lag with large data volumes

• Customization often requires technical expertise

• Licensing and implementation costs can be high Review collected by and hosted on G2.com.

Seamless integration with the SAP ecosystem Connects easily with SAP S/4HANA, SAP Sales Cloud, and other modules, allowing a 360° view of the customer. Intelligent automation, modern and customizable interface, and omnichannel management can be performed. Review collected by and hosted on G2.com.

Although it has mobile applications, they are not as smooth or as complete as the desktop version. Additionally, technical support sometimes takes time to respond or to escalate more complex issues. Review collected by and hosted on G2.com.

I like reporting and analytics with SAP Service Cloud. The support collaborations within cases are valuable to me, making it easier to have internal notes and communication in one place. I also found that the initial setup was not hard. Review collected by and hosted on G2.com.

I find the learning curve challenging. Review collected by and hosted on G2.com.

What impresses me most is the level of organization and visibility this platform brings to service operations. It enables you to track cases and monitor key performance indicators such as Q.A. scores, response times, and customer satisfaction, all within a single interface. I especially appreciate how customizable it is, from dashboards to automated workflows, making it much easier to tailor the system to specific business needs. Additionally, the integration with other SAP tools contributes to a seamless customer journey and provides clear, comprehensive reporting for managers. Review collected by and hosted on G2.com.

The most significant challenge is the complexity of the interface. For newcomers, it takes a while to become familiar with all the features and how to navigate the system. When handling several modules simultaneously, the platform can feel somewhat cumbersome, and certain updates or configurations may require technical support. Introducing a more intuitive design or a simplified view for agents would greatly enhance the experience. Review collected by and hosted on G2.com.

I like SAP service most for its centralized customer data, efficient case management, and strong integration with other SAP systems, which helps deliver faster and more consistent customer support. Review collected by and hosted on G2.com.

I dislike SAP Service Cloud becouse it can be complex to configure and customize, has a steep learning curve, and at time feels slow or less intuitive. Review collected by and hosted on G2.com.

Since implementing SAP Service Cloud in the company, customer service management has improved in terms of efficiency and organization. Its omnichannel experience is designed to ensure that it doesn't matter whether the customer contacts by phone, email, chat, or social media; everything arrives in one place and is centrally managed. Its integrated artificial intelligence uses bots and automation, allowing response times to be significantly reduced.

The dashboard is quite intuitive and allows supervisors to view team performance in real time, from response times to customer satisfaction. This greatly facilitates decision-making and the implementation of improvements. Review collected by and hosted on G2.com.

The learning curve for new users can be challenging. Although the interface is quite intuitive, some of the advanced modules and customized configurations may require specialized training, which can be an obstacle for teams unfamiliar with SAP solutions. Review collected by and hosted on G2.com.

SAP gives my team a 360° view of the customer (purchase history, service history, preferences etc.)

Customers can reach us via phone, email, chat or social media all in one place.

It gives us a Self-Service Options. Customers can solve problems on their own through knowledge articles, chatbots, or community forums, reducing call volumes.

SAP works seamlessly with SAP S/4HANA, SAP Sales Cloud…

Also dashboards let you track KPIs like resolution time, customer satisfaction, and agent productivity. Review collected by and hosted on G2.com.

SAP tools are overwhelming at first. It’s powerful, but not always plug-and-play.

Cost is little higher compare to Zendesk or Zoho.

We had some integration challenges, but I guess we would have it with any other software.

I feel its an overkill for small team.

If you only have a small customer support operation, SAP might feel like using a sledgehammer to crack a nut. Review collected by and hosted on G2.com.