Customer Support Service
Change Request Management & Escalation
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Software companies need an effective way to manage customer generated change requests. Product Management teams need full visibility into requests for new features, changes to existing functionality, and bug fixes. However, if a company has two or more different systems to handle change management (they're likely managing this in spreadsheets), it will be less able to profile customers accurately and prioritize them effectively—so they are ultimately less able to respond to new market needs.
With NetSuite's software industry solution, you can manage requests and better prioritize customers from one powerful, integrated system. Moreover, NetSuite's customer support service enables you to escalate customer issues automatically, saving time and improving customer satisfaction.
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- With NetSuite's customer support service, you can provide superior customer support since your product experts have full visibility into the gamut of customer needs and requests.
- Analyze which customers are requesting changes, and how much they have spent with your company, giving you deeper insight into your customer base.
- Escalate customer support cases intelligently, leading to fast, efficient prioritization and higher customer satisfaction.
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- Give your product team access to customer requests directly, and enable them to organize requests based on the revenue generated by each customer.
- Measure change requests against the customer profile—that is, how long a company has been a client, how many different products it has purchased, and in what amounts.
- Escalate complex customer issues either manually or automatically to product leads or managers for quicker resolution.
- View escalated customer support cases as part of reports and key performance indicators (KPIs), giving customer service reps the ability to analyze this data with a few clicks on the Real-time Dashboard.
- Notify product experts immediately when an issue has been assigned/escalated to them.
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