The Built-In Support Effect For An Integrated, Intelligent User Experience

Dawn Gruszewski

Part 2 of the 3-part series “Built-In Support Effect

Not all support-desk tickets are created equal – but the way they are resolved impacts the user experience all the same. Whether it’s a forgotten password or a system outage, the ease, speed, and convenience in which technology issues are resolved determine how well users trust and remain engaged in their organization’s digital evolution.

Some businesses think designating one person or team to orchestrate the total support experience secures user engagement. Meanwhile, others believe offering harmonized entry points to services is the answer. However, combining these elements as built-in features in technologies provides a consistent support experience – no matter which application, tool, platform, or environment is being used.

For example, an employee working with a next-generation cloud-based ERP can launch a digital assistant directly from the next-generation intelligent ERP suite to request and get help in real time. And that user experience remains the same whether that person later uses a cloud HR solution or a business data platform.

Harmonizing and simplifying the built-in support experience

At the end of the day, all that matters to our customers is that we address every user issue without negatively impacting their performance and competitive edge. And this goal requires more than one-click access to support knowledge and channels. It’s really about providing the right expertise to deliver the expected – and sometimes much-needed – outcomes without the frustration of long wait times or duplicative information-sharing.

Harmonizing and simplifying the support experience with this mindset seamlessly moves a user from a problem to the correct support channel. For example, guided answer trees embedded within the built-in support experience help users find a solution to their problem, with information collected automatically. Then, if additional assistance is needed, that information is transferred into ticket creation.

More importantly, at the center of this experience is the combination of context-sharing and predictive assessment across the department and the entire organization. This capability allows users to engage with customer interaction services, mission-control center framework, or cloud application lifecycle management with a seamless, integrated hand-off among the three options.

Suppose a user alerts a support agent of an issue that’s never before been reported. Information from that ticket – from the problem statement to the resolution – is handed over to the rest of the support team and the user’s company. This approach allows the customer and technology experts to quickly understand the problem, assess the potential for recurrence, and take proactive measures to prevent it in the future, while maximizing the value of support services at a lower cost.

Innovating continuously to deliver intelligent support experiences

Regardless of how streamlined, relevant, and integrated our support services, we always want to take the user experience to the next level with the latest intelligent technologies. One such innovation that emerged from the development of our intelligent enterprise strategy is the addition of natural language processing.

This conversational artificial intelligence allows users to speak directly to a digital assistant – which is built into our technologies – to get the answers they need automatically. Then the user can launch a support ticket for additional help. The individual can ask the tool to locate key users and receive an autogenerated list of potential internal experts and start chatting with them. They can also exchange screenshots to collaborate easily and search for relevant content and tutorials to develop their skills.

Plus, if an expert is not available or cannot help resolve the issue, the conversational interface of the digital assistant can be used to engage a support channel. By asking simple questions, users can open a ticket, describe the problem thoroughly, and submit it to the support team. The user can learn about the status of the request by commanding “show me my tickets.”

Setting the foundation for meaningful and engaging user experiences

While we are elevating the value of the support experience, more innovations inspired by blending data and intelligent technologies will most certainly raise the bar even higher. User experiences will become more relevant, efficient, expeditious, and cost-effective. Even more important, our customers will have the foundation they need to ensure that their digital investments are widely adopted and embraced in ways that will optimize their business’ long-term potential.

Throughout this blog series, we will examine the experience and advantages of built-in support services from SAP. Be sure to visit “The Built-In Support Effect” to learn how your users can leverage technology every day to seize opportunities faster, meet shifts in demand more effectively, and flexibly support new business models.


Dawn Gruszewski

About Dawn Gruszewski

Dawn works within the Support Delivery organization and has over 15 years of experience as delivery manager for large, customer-facing web and mobile applications. In the last 5 years at SAP, she has overseen development for both major UI/UX initiatives and core functionality enhancements for the expense components of public sector offerings.