NetSuite’s support management features can be used to efficiently manage customer complaints.
Claims can be raised as “cases” starting from a customer or sales transaction, and the case data can be used to centrally manage communication with customers and information sharing with internal members of the company.
1. How to create and manage support tickets
NetSuite’s support management feature allows you to create support tickets from customers and manage them effectively. You can create and manage support tickets, including how to add important information, track status, assign and prioritize them.
2. Support Team Communication and Cooperation
NetSuite’s support management features support multiple team members working together to process support tickets.
This section focuses on tools and features that facilitate communication and cooperation among team members. Examples include adding comments and notes, assigning tasks, and email notifications.
3. Support Ticket Tracking and Reporting
Ticket tracking and reporting is essential to effective support management, and NetSuite’s support management features allow you to track and report on ticket progress, time elapsed to resolution, customer satisfaction and other data.
4. Improve and Optimize the Support Process
NetSuite’s Support Management feature helps you improve and optimize your support process.
Support content can be displayed on dashboards and customer feedback can be aggregated to improve customer service.
Contact Coznet today to learn more about NetSuite Support Management.