DS - Support.com Cloud SuiteApp -2
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Transcript of DS - Support.com Cloud SuiteApp -2
Support.com Cloud® SuiteApp is a customer
support tool to optimize the NetSuite CRM
improving both service performance and
the customer experience
Close Cases Faster and with Less Effort With Support.com® Cloud SuiteApp, everything agents need to resolve
customer issues is right in front of them – including prior customer activity
and information. Advanced support functionality, like co-browsing and
remote video with annotations, reside directly within the NetSuite CRM
to provide complete, unified service delivery.
To get started, agents simply access the power of Support.com Cloud
via a tab within the NetSuite Desktop.
Improved service performance backed by step-by-step guidance.
• Guided Paths® transform support workflows into easy to follow steps that reflect the most up-to-date knowledge and best practices
• Create new workflows easily with the intuitive knowledge-base document importer • SeeSupport live remote video lets support reps see exactly what the customer is seeing, all through the customer's smartphone or tablet camera • Remote control device data capture and the ability to push fix-it, diagnostic, and app software minimizes both agent and customer effort
Benefits For Your CustomersDecrease Customer Effort and FrustrationIncrease Customer Satisfaction
Benefits For Your AgentsStay Within the Existing Netsuite Framework
Complete View Of Customer Within Netsuite Case
Real-time, Contextual Guidance Reduces Training and Job Complexity
Eases the Search for Relevant Information
See What the Customer Sees!
Benefits For Your Contact CentersFast and Easy to Deploy – No IT NeededStreamline Training and Reduce Service Delivery Costs
Quick Process Improvement UpdatesImprove First Touch Resolution (FTR)Lower Support Costs and Agent ChurnMinimize Unnecessary Field Visits
Key Features
,C L O U D
Support.com® Cloud (formerly “Nexus®”)
is next-generation Software as a Service
(SaaS) for technical support that increases
customer satisfaction and loyalty, creates
new revenue opportunities and decreases
support costs.
Support.com Cloud provides intelligent
guidance for support teams and customer
self-service, as well as enabling Internet of
Things (IoT) solution and app providers to
embed support directly into their products.
It can be used to resolve complex technical
issues more quickly and effectively, reducing
customer effort and maximizing the value
customers get from new technologies.
Guided Paths® are at the core of both the
Self-Support and Agent Support applications
of Support.com Cloud, providing easy to
follow, step-by-step guidance with built-in
logic. To facilitate continuous optimization,
Support.com Cloud also collects detailed
data about every step of every support
interaction, and uses advanced analytics
to provide actionable insights into support
practices and real-world product
performance.
To learn more, visit
http://www.support.com/cloud
Advanced remote support tools educate and enable customers
With complete remote control functionality, including co-browsing and SeeSupport
remote video, support reps can quickly see, literally, the customers’ issues from their
perspective. Support.com Cloud SuiteApp can increase agent credibility, providing
an easy way for them to quickly perform advanced remote diagnostics or repairs
while showcasing the full value of your products. Help your representatives provide
an effortless customer experience as they solve issues more quickly and consistently.
In turn, reduce support delivery costs, maximize agent confidence and retention,
and even boost sales.
Complete service delivery without leaving your NetSuite CRM
With Support.com Cloud SuiteApp, agents receive unparalleled access to a unified
customer view. Both customer and support information and activities reside in a
single interface within the NetSuite CRM, enabling customer support representatives
to close cases faster and with less customer effort. Agents save time by scanning
only a single record to review case history, and can quickly see prior steps taken
to resolve customer issues. Meanwhile, contact center management can monitor
Guided Path usage and agent performance in order to maximize engagement and
ultimately improve customer satisfaction.
http://suiteapp.com/Support-com-Cloud-for-NetSuite
C L O U D
900 Chesapeake Drive | Redwood City, CA 94063 | 650-556-9440 | www.support.com ©2016 Support.com, Inc. Support.com, the Support.com logo and Guided Paths are trademarks or registered trademarks of Support.com, Inc. in the United States and other countries. All other
trademarks are the property of their respective owners.
Support.com Cloud SeeSupport gives you
“Eyes On The Problem”