What is chat in SAP CRM-CCI - SAP Contact Center?

SAP Term: chat

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Real-time discussion via internet or other media. Can be based on text or video, and named accordingly text chat, video chat. Can be between two persons, or within a group. There may be several simultaneous chats multi-chat.

Smart SAP Assistant

• Key Concepts: 
  Chat is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows customers to communicate with customer service representatives in real-time. It is a text-based conversation that takes place in a web browser or mobile app. The customer service representative can answer questions, provide advice, and help customers with their inquiries. 
  
  How to use it: 
  To use chat, customers must first log into the SAP Contact Center Infrastructure (CRM-CCI). Once logged in, they can select the “Chat” option from the menu. This will open up a chat window where they can type their questions or inquiries. The customer service representative will then respond in real-time. 
  
  Tips & Tricks: 
  When using chat, it is important to be as specific as possible when asking questions. This will help the customer service representative provide an accurate and timely response. Additionally, it is important to be patient when waiting for a response as customer service representatives may be dealing with multiple customers at once. 
  
  Related Information: 
  The SAP Contact Center Infrastructure (CRM-CCI) also includes features such as voice calls, email, and social media integration. These features can be used in conjunction with chat to provide customers with a comprehensive customer service experience.