Support.com, Inc., makers of award-winning Support.com® Cloud software (formerly “Nexus®”) for Support Interaction Optimisation and a provider of tech support and turnkey support center services, announced that the Support.com Cloud SuiteApp has achieved the ‘Built for NetSuite’ status.
The new SuiteApp enables organisations to expand NetSuite with a host of customer support capabilities that deliver guidance and advanced troubleshooting tools to improve productivity of support teams, reduce customer effort and increase overall customer satisfaction.
Built for NetSuite is a program that provides NetSuite SuiteCloud Developer Network (SDN) partners with the information, resources and methodology needed to verify that their applications and integrations, built using the NetSuite SuiteCloud Computing Platform, meet NetSuite’s standards and best practices. The Built for NetSuite program is designed to give NetSuite customers additional confidence that SuiteApps have been built to meet these standards.
The Support.com Cloud SuiteApp helps leading brands in software, electronics, manufacturing, telecom, retail, Internet of Things (IoT) and other connected technology industries deepen their customer relationships, by delivering better support experiences throughout the customer journey. The Support.com Cloud SuiteApp provides the following customer support functionality directly within NetSuite CRM:
- A unified customer view by integrating customer, support information and activities into a single interface, enabling customer support representatives to close cases faster and with less customer effort.
- Optimised process guidance is delivered via Guided Paths® within a Support.com tab. Guided Paths provide rich step-by-step, contextual knowledge that is easy to build and maintain.
- Advanced remote access tools including screen co-browsing, on-screen assistance and SeeSupport – remote video support using the customer’s smart phone as a camera – are available within the Support.com tab.
- Complete history of each support interaction and notes are captured and presented within the overall case history to offer quick access to prior steps taken and to help improve resolution times.
The Support.com Cloud SuiteApp was built natively on the SuiteCloud platform and works with NetSuite. The SuiteApp provides sophisticated customer support capabilities to complement the existing CRM functionality within NetSuite’s platform.
“The ecosystem perspective inherent in today’s customer-driven market is reflected in the growing need for new synergies between back-office and customer-facing operations,” said Elizabeth Cholawsky, president and CEO of Support.com. “The ability to synchronise internal CRM data with support interaction information is critical to developing a single ‘360-degree view of the customer’ and improving the support experience to drive customer success.”
“Support.com has proven expertise as a provider of cloud software to manage the complex technical support required by connected customers today,” said Guido Haarmans, senior vice president of Business Development for Technology Partners at NetSuite. “The Support.com Cloud SuiteApp is an ideal complement to NetSuite for companies who want to leverage their CRM for their customer support organisation.”
For information about Built for NetSuite SuiteApps, please visit www.netsuite.com/BuiltforNetSuite. For more information about the integrated solution, please visit www.suiteapp.com.
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