NetSuite customer support provides the tools to handle issues more quickly and improve customer relationships. Support representatives have views into customer purchase histories, meaning they no longer have to track down information such as support entitlement, outstanding invoices, shipment statuses, and contracts in separate applications. And with NetSuite's Customer Center, you can offer customers 24x7 online self-service to increase customer satisfaction and boost customer loyalty.
Case Management and Routing: NetSuite lets you create, manage and resolve customer support cases more easily by automatically tracking all customer interactions. Using NetSuite, you set up rules to route cases by topic, region, or specialist. You can also escalate more complex cases for quicker resolution; such cases will appear on the support supervisor's Real-time Dashboard automatically.
Complete Customer View: With views into complete customer records, support agents no longer have to waste time tracking contracts, order statuses, or payment issues from accounting, warehouse or sales departments. Instead, all the information is at their fingertips.
Patent Pending, No-Click E-Mail Integration: NetSuite's break-through no-click e-mail integration eliminates the tedious process of coordinating email communication between email system and the CRM system. This patent pending no-click e-mail integration works seamlessly with popular e-mail systems such as Microsoft Outlook, Lotus Notes, Yahoo! Mail and America Online.
Knowledge Management: Armed with a complete database of answers to frequently asked questions, agents can now respond faster to customer issues and provide them access to this information. Agents can also ramp up more quickly on new issues. As a result, your company can support more customers with fewer costly resources.
Customer Center and Self-Service: With 24/7 access to their complete history—and the status of purchases, payments and support issues—customers can quickly retrieve information they need. The Customer Center also allows them to make payments, submit issues, track shipments and search the online knowledge base.
CTI Integration: NetSuite improves service quality by routing calls to specialist queues based on phone prompts. NetSuite also automatically recognizes support contract entitlement. In addition, screen pop-ups and one-click call capability from the customer record streamline all support efforts.
Additional Features:
Sync with Outlook, ACT!, Goldmine and Palm OS devices
