Customer Self-Service Management
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Software companies face a common challenge: providing high levels of service to customers in balance with the cost to support them profitably. With a multichannel approach, you can tier service from "high touch" to "low touch" according to the needs customers and their value to your company. The trick is maintaining consistency of cross-channel communication across the multiple channels. Complicating matters is the fact that customers today expect fast, easy access to a wide range of data—everything from their order status to comprehensive technical guides.
Using NetSuite software industry solution, software companies can deliver powerful self-service options, which reduce customer support costs as well as the complexity of delivering information. Not only do customers benefit from the static data posted to the self-service portal, but they can also escalate their queries, when interaction is necessary and connect with service reps when needed. Moreover, the company can track all interactions with the customer across all channels, leading to better insight and improved customer service.
NetSuite offers the following self-service capabilities:
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