Customer Support & Service - NetSuite CRM - NetReturn
Service related functionalities are focused on effectively managing the customer service (Planned or Unplanned), avoid "leakage" of Warranty based services, avoid "Penalties" arising due to Non conformity of SLA (Service Level Agreements), and provide first and Second Level support to Customers.
The imperative for top-notch customer support and service raises important questions: How will your company drive customer service more effectively in the coming years? How will you assign, manage and escalate your cases to serve customers better while also slashing your operational costs? And how will you give everyone that interfaces with the customer—sales, support, service and fulfillment—access to complete, key customer data in real time?
Key Features of CRM Customer Support and Service:
Case Assignment, Management and Escalation - In today's economy, making the shift from a product focus to a customer focus is key to your success. Only by addressing customer needs quickly and efficiently can you hope to reach—and keep—more customers. That's why effective case assignment and customer support management are top priorities at customer-savvy companies.
Online Customer Service (Self-Service) - Self-service customer support centres are fast becoming the channel of choice for customers. Opens a self-service customer portal communication to your customers by giving them a way to post service issues, place new orders, or view their order histories. Such a site lets you stay open for business 24/7, around the world. Moreover, it delivers a high-quality, high-touch experience for customers while reducing the cost of customer care to your company.
Knowledge Base - Self-service has become a key strategy for businesses that seek to solidify relationships with their customers. With the ubiquity of the Web, many consumers now expect to help themselves to information when they want or need an alternative to conventional service channels. They've also come to expect highly personalised applications that let them accomplish tasks such as researching products or services 24/7 from anywhere.
Support Service and Time Tracking - Streamlined time tracking results in improved client management and record keeping. With streamlined support, service and time-tracking processes, organisations can dramatically simplify their billing.
