Real-Time Support Channels Take Big Steps Forward In Customer Care
SAP News, February 22nd, 2023
The past few years have been a transformational time for support. The turbulence caused by the COVID-19 crisis, the war in Europe, and pressures on the global economy have forced companies to take a closer look at the technology that powers their businesses and figure out how to remain resilient against future stumbling blocks.
'The support industry has been severely disrupted over the past decade, but much, much more in just the last few years since the pandemic started,' stated Mohammed Ajouz, senior vice president and global head of Product Support at SAP. 'We have experienced more change in the last two years than we've had probably in two decades. We have watched support go from an afterthought to top of mind for CIOs, as they have seen how vulnerable their business could be with unforeseen or unpredicted crises.'