Support.com, a provider of tech support and turnkey support center services, announced today that its Cloud SuiteApp has achieved the Built for NetSuite status. The new SuiteApp enables organizations to expand NetSuite with a host of customer support capabilities that deliver guidance and advanced troubleshooting tools.
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 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;.
- Optimized process guidance is delivered via Guided Paths, providing rich step-by-step, contextual knowledge;
- Advanced remote access tools, including screen co-browsing, on-screen assistance and SeeSupport remote video support using customers' smartphones as cameras.
- Complete history of each support interaction and notes captured and presented within the overall case history to offer quick access to prior steps taken .
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, in a statement. "The ability to synchronize 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, in a statement. "The Support.com Cloud SuiteApp is an ideal complement to NetSuite for companies who want to leverage their CRM for their customer support organization."