Self-Service
Customer Centre
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 Self-service is fast becoming the channel of choice for customers. A self-service customer portal gives customers a way to post service issues, place new orders, request returns, or view order histories online. And it lets you stay open for business 24/7, around the world. Most importantly, it delivers a high-quality, high-touch experience for customers while reducing the cost of customer care to your company.
Additionally, customer self-service provides real-time, cross-channel views of your customer interactions—regardless of whether the interaction occurred on the Web just seconds ago, or in person with a sales rep last week. Service reps can review a customer's service contract at a moment's notice, ensuring that each customer receives an appropriate level of care. Plus, service and sales reps can pitch upsell/cross-sell offers to each unique customer, helping transform the call centre into a profit centre.
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- Stay open for business 24/7 worldwide, while also providing cost-effective service options to your customers.
- Empower customers with unprecedented control over their purchase decisions, as well as real-time access to such data as order status, shipment tracking and return authorisations.
- Drive repeat visits and greater customer loyalty through convenient self-service.
- Allow customers to report a problem or request information with a simple e-mail, simplifying case creation and expediting customer requests.
- Customised content enables you to create a true one-to-one marketing platform. You can publish information to specific prospects or customers, or to entire groups of customers.
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- Customers can enter trouble tickets by logging onto your site rather than by calling or e-mailing you.
- Password-protected access to key support tools, such as the NetAnswers Knowledge Base, gives customers the information they need, when they need it.
- Customers can update profiles, view order histories, check order status and place new orders round the clock. Customers can request support or information by simply sending an e-mail, using online forms in the Customer Centre, or calling your customer support.
- By accessing content that's been customised just for them, customers can be assured of getting the most relevant support documentation.
- After a service request has been logged, NetSuite automatically sends customers a confirmation of receipt and a case number.
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