NetSuite applications offer a complete solution for managing the entire customer support and service process. In addition, every transaction is stored centrally in a single Oracle database, no matter who enters it, meaning that your customer support team always has the most comprehensive and up-to-date information about your customers-improving efficiency, productivity, and most importantly, customer satisfaction. Here are just a few highlights of NetSuite's comprehensive customer support and service features:

 

Based on the NetSuite application you choose, customer information can include history of sales contacts, purchases and payments, outstanding invoices, status of recent orders, return authorizations and refunds. It also includes a complete history of all support cases, their status and the name of the person — if anyone to whom they've been escalated. This allows any team member to see their customer's complete support case history, and interact with them appropriately.

 

NetSuite's Customer Service tool lets you create, manage and resolve customer support cases. Whether customers call in or send e-mail, an extensive search capability lets customer service reps quickly find the customer record. NetAnswer Knowledge Base — available in NetCRM and NetSuite only. And once they've found the customer, they can use NetAnswers' knowledge base functionality to quickly find the correct resolution to the customer's problem even if they don't know the answer themselves.

 

Customer service case forms can also be submitted via your Web site. You can put case forms anywhere on your site, even in the online Customer Center, a password-protected area on your site that your customers can use for multiple self-service tasks including access to a knowledge base you've published, ensuring that you provide them with support 24 hours a day, 7 days a week. To find out more about the Customer Center, see the Web Site overview.

 

As a customer support manager, you can define your team and case assignment rules however you choose. For example, you can create assignment rules based on product, issue, case type, partner, customer and more. You can also change assignment rules immediately if you find they are not distributing the workload evenly. When you assign cases by partner or customer, you can give different levels of support for different types of needs. Urgent cases can also be escalated and assigned to specific people for resolution. You can even assign them to people outside your customer support team if necessary.

 

Because all data is stored centrally, you can build extensive reports showing the rate of new cases, rate of case resolution, cases by rep, and cases by customer. You can even see cases by categories of products, individual products, or components of products-so that you can assess recurring issues and take steps to prevent them. To keep this information readily accessible, you can turn the reports into snapshots you see when you first log in.

 

Of course, since all NetSuite applications are Web-based, you can access these snapshots — or all reports and records — from anywhere, at any time. To find out more about reports and snapshots, check out our Reporting overview.

 

Conclusion NetSuite Customer Support and Service tools give you not just an easy view into the activities in your customer support department but also a clear picture of the issues your customers are experiencing. With this knowledge, you can make swift business decisions to improve customer value and satisfaction. Next Steps Get a summary of all NetSuite Customer Support and Service features to print out for easy reference. Or experience these features for yourself by starting a free trial of any NetSuite application. You can also schedule a live demo where we'll guide you through the application components that interest you most. More questions? Have one of our representatives contact you.   Back to Net Results Marketing