Customer Self-Service Management
Self-Services for Support
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In the software industry, companies need to provide not only static data via their self-service portal, but also a path to interactive service.
Only by addressing customer care needs appropriately can companies hope to reach—and keep—more customers.
With NetSuite, you can help your customers to help themselves to support information 24/7 through a password-protected Customer Center, increasing customer satisfaction and reducing your operating costs. And when customers need to speak to support personnel, NetSuite provides an automated escalation process that ensures your customers receive timely support. Moreover, reps view an integrated customer record, which contains past orders, service issues and billing history, giving reps everything they need at their fingertips.
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- Provide 24/7 customer support at a much lower cost than staffing your phone lines round the clock.
- Leverage existing support documentation and FAQs to help customers get the answers they need, when they need them.
- Automated assignment and routing of support queries results in faster customer service and higher levels of satisfaction.
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- Create FAQs for standard problems and resolutions, known issues, or special tips and tricks. Publish this data directly to the Customer Center.
- Organize support-related information into different types and levels of topics and solutions.
- Publish specific portions of the knowledge base for different customers, personalizing the content for each audience.
- Enable customers to submit support issues and view your responses online. Customers can also see a complete history of every response to every issue they've submitted.
- Set business rules to assign and route support issues automatically, based on the customers who've been waiting the longest, their specific service contracts, the specialist who handles that type of issue, or any other criteria.
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