NetSuite for Support Teams
A single return call followed from telephony screen pop to logged case, warehouse escalation, and self-service in the Customer Center.
About this episode
NetSuite's own corporate voiceover narrates this one, following a single support call from screen pop to closed loop.
Deb, a rep at a wholesale distributor, takes a call about incorrectly shipped items through telephony integration, logs a case, and escalates to sales and the warehouse, who all see the same live customer record on one system. The customer gets an automatic case number, self-serves in the Customer Center, and accounting and the warehouse are alerted when the wrong items return.
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Book a call00:07welcome to netsuite the world's number one cloud business management solution as customer support representative you're the vital link to customer needs concerns and satisfaction you need up-to-date information to help resolve issues quickly it is critical for you to have an integrated solution one that's easy to navigate and that gives you 360 degree visibility and access to accurate real-time customer data 24 7. netsuite delivers integrated solutions helping you speed case resolution ensure customer satisfaction and lower service costs let's look at an example deb the customer service representative of a global wholesale distribution company has customized her netsuite dashboard to keep track of metrics and tasks pertinent to her role when a customer calls in with an issue the call is routed to the appropriate support rep based on skillset deb sees the customer screen pop-up in netsuite with telephony integration the customer wants to return incorrect items that were shipped and get the correct items deb promises quick action she immediately pulls up the customer record logs in a case and escalates it to the sales and warehouse teams ensuring correct items will be shipped since sales support shipping and finance are on the same system they have access to the same customer record in real time wasting no time
01:30and effort the customer receives automatic receipt confirmation with a case number with the updated case status at her fingertips deb calls the customer and informs him that correct items are being shipped deb also guides the customer to the netsuite knowledge base in customer center that provides customers quick personalized interactive answers and support the customer can also update their profile view order histories check order status and place new orders around the clock both the warehouse manager and the accounting department are alerted when the incorrect items are received to close the loop netsuite reduces service costs improves customer satisfaction and retention enabling you to provide a superior customer service across every touch point you