Support.com Cloud SuiteApp is a customer support tool that integrates with NetSuite CRM to improve customer service and experience. It provides agents with all the information they need to quickly resolve customer issues directly within NetSuite, including prior customer history and advanced support features like co-browsing and remote video assistance. Agents can access these Support.com Cloud features through a tab in the NetSuite Desktop for a complete, unified customer service solution.

1. Support.com Cloud® SuiteApp is a customer
support tool to optimize the NetSuite CRM
improving both service performance and
the customer experience
Close Cases Faster
and with Less Effort
With Support.com® Cloud SuiteApp, everything agents need to resolve
customer issues is right in front of them – including prior customer activity
and information. Advanced support functionality, like co-browsing and
remote video with annotations, reside directly within the NetSuite CRM
to provide complete, unified service delivery.
To get started, agents simply access the power of Support.com Cloud
via a tab within the NetSuite Desktop.
Improved service performance backed by step-by-step guidance.
• Guided Paths® transform support workflows into easy to follow
steps that reflect the most up-to-date knowledge and best practices
• Create new workflows easily with the intuitive knowledge-base
document importer
• SeeSupport live remote video lets support reps see exactly what the
customer is seeing, all through the customer's smartphone or tablet
camera
• Remote control device data capture and the ability to push fix-it,
diagnostic, and app software minimizes both agent and
customer effort
Benefits For Your Customers
Decrease Customer Effort and Frustration
Increase Customer Satisfaction
Benefits For Your Agents
Stay Within the Existing Netsuite Framework
Complete View Of Customer Within
Netsuite Case
Real-time, Contextual Guidance
Reduces Training and Job Complexity
Eases the Search for Relevant Information
See What the Customer Sees!
Benefits For Your Contact Centers
Fast and Easy to Deploy – No IT Needed
Streamline Training and Reduce Service
Delivery Costs
Quick Process Improvement Updates
Improve First Touch Resolution (FTR)
Lower Support Costs and Agent Churn
Minimize Unnecessary Field Visits
Key Features
,
C L O U D

2. Support.com® Cloud (formerly “Nexus®”)
is next-generation Software as a Service
(SaaS) for technical support that increases
customer satisfaction and loyalty, creates
new revenue opportunities and decreases
support costs.
Support.com Cloud provides intelligent
guidance for support teams and customer
self-service, as well as enabling Internet of
Things (IoT) solution and app providers to
embed support directly into their products.
It can be used to resolve complex technical
issues more quickly and effectively, reducing
customer effort and maximizing the value
customers get from new technologies.
Guided Paths® are at the core of both the
Self-Support and Agent Support applications
of Support.com Cloud, providing easy to
follow, step-by-step guidance with built-in
logic. To facilitate continuous optimization,
Support.com Cloud also collects detailed
data about every step of every support
interaction, and uses advanced analytics
to provide actionable insights into support
practices and real-world product
performance.
To learn more, visit
http://www.support.com/cloud
Advanced remote support tools
educate and enable customers
With complete remote control functionality, including co-browsing and SeeSupport
remote video, support reps can quickly see, literally, the customers’ issues from their
perspective. Support.com Cloud SuiteApp can increase agent credibility, providing
an easy way for them to quickly perform advanced remote diagnostics or repairs
while showcasing the full value of your products. Help your representatives provide
an effortless customer experience as they solve issues more quickly and consistently.
In turn, reduce support delivery costs, maximize agent confidence and retention,
and even boost sales.
Complete service delivery without
leaving your NetSuite CRM
With Support.com Cloud SuiteApp, agents receive unparalleled access to a unified
customer view. Both customer and support information and activities reside in a
single interface within the NetSuite CRM, enabling customer support representatives
to close cases faster and with less customer effort. Agents save time by scanning
only a single record to review case history, and can quickly see prior steps taken
to resolve customer issues. Meanwhile, contact center management can monitor
Guided Path usage and agent performance in order to maximize engagement and
ultimately improve customer satisfaction.
http://suiteapp.com/Support-com-Cloud-for-NetSuite
C L O U D
900 Chesapeake Drive | Redwood City, CA 94063 | 650-556-9440 | www.support.com
©2016 Support.com, Inc. Support.com, the Support.com logo and Guided Paths are trademarks
or registered trademarks of Support.com, Inc. in the United States and other countries. All other
trademarks are the property of their respective owners.
Support.com Cloud SeeSupport gives you
“Eyes On The Problem”