Self-Service Centers
Customer Self-Service for Support
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In the wholesale distribution business, where margins are often razor-thin, providing top-notch customer support can mean the difference between profits and losses. Only by addressing customer needs quickly and efficiently can you hope to reach—and keep—more customers. And that's why helping customers to help themselves to support information 24/7 not only increases customer satisfaction, but also reduces your operating costs.
With NetSuite customer support management software for wholesale distributors, you can assign, manage, route and resolve support cases. Moreover, customers can submit support issues 24/7 from the password-protected customer center. Additionally, they can check the NetAnswers Knowledge Base and frequently asked questions (FAQs) to find answers to their questions.
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- Automated assignment and routing of customer support queries results in faster customer service and higher levels of satisfaction.
- Give customers 24/7 access to 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.
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- Set business rules to assign and route support issues automatically, based on the customers who've waiting the longest, the types of service contracts you offer, the specialist who handles that type of issue, or any other criteria.
- Customers can submit support issues and view your responses online. They can also see a complete history of every response to every issue they've submitted with your company.
- Organize customer support-related information into different types and levels of topics and solutions.
- Create FAQs for standard problems and resolutions, known issues or special tips.
- Publish specific portions of the knowledge base for different customers, personalizing the content to each audience.
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