Customer Support Service
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In these years of escalating competition and ever-deepening complexity of products, improving customer support and service has been both a business and technology priority. And the initiative to provide faster and more efficient customer service—and balancing that with costs—is found in software companies in all segments and of all sizes.
In software companies, however, customer support is a more complex matter, since it isn't the exclusive domain of direct service reps. Instead, multi-channel interaction plays a key role—both at the time of implementation, and on an ongoing basis, when support issues arise. That's why effective customer support depends on a deep knowledge base that's accessible to all support reps and across all channels including self-service, 24/7. Importantly, this cross-channel interaction must maintain a 360-degree, real-time view of the customer, including their purchases and service contracts; as well as the ability to route and escalate trouble tickets automatically.
As a fully integrated application, NetSuite's software industry solution addresses all of these needs. It enables customers to work collaboratively with support reps or via self-service and partners can also address issues; executives to view which customers generate the greatest number of trouble tickets relative to their purchases; and support reps to ramp up more quickly on new issues, product enhancements, and tips and tricks. Moreover, NetSuite's customer support service solution lets you see all transactions, orders and contracts in real time, providing full visibility into all aspects of your support organisation.
NetSuite offers the following key customer support tools:
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