DS - Support.com Cloud SuiteApp -2
- 1. 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 Customers Decrease Customer Effort and Frustration Increase Customer Satisfaction Benefits For Your Agents Stay 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 Centers Fast and Easy to Deploy – No IT Needed Streamline Training and Reduce Service Delivery Costs Quick Process Improvement Updates Improve First Touch Resolution (FTR) Lower Support Costs and Agent Churn Minimize Unnecessary Field Visits Key Features , C L O U D
- 2. 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”