Audaxium Blog

In my opinion, excellent customer service is defined by engaging the customer to ensure all their needs are met and their questions and concerns answered.  Especially when you haven’t heard from them in some time. When you need to continuously keep tabs on which customer needs to be contacted or reached out to, providing such customer service may be difficult without automation.  This is particularly true when using the support management module in NetSuite. What happens when you’re waiting for the customer to reply?

For example, when your customer opens a support case with you, you’ll reply and then wait.  You’ll want to remind them that you’re waiting to hear back, and doing this manually can be tedious.  Maybe you want to automatically notify your customer that your customer representative is working on your case.  Or, maybe you’d like to send one final reminder before you close the case.  These are just small number of areas where automation can help take the work off of your support reps.

We recently completed a project for a client who needed this type of automation.

The application offers flexible configuration points to meet the needs of the business.

• Configurable waiting period before triggering message to customer.
• Configurable secondary action after message is sent.
• Customizable message content with ability to personalize to customer.
• Expandable to support additional automation based on different types of case status.
• Case locking by NetSuite after another set period.

Would you like to find out more about this solution? Contact Audaxium for more information.

The team at Audaxium would like to wish everyone a very happy holidays.

This past year has seen us help many NetSuite users, become more productive, launch web stores, and improve customer satisfaction.  In the new year we’ll continue doing that and have a few more exciting announcements.

May you have a great 2010.

There are a lot of NetSuite customers out there.

There are a lot of NetSuite customers out there who are using NetSuite’s support tools to keep their customers happy.

But how many of you are measuring just how well your support reps are doing at increasing customer satisfaction? After all, that is the goal isn’t it?

It’s perfectly possible to use a NetSuite custom record, a couple of saved searches, a form, and, optionally, a script to automate things, to track and report on satisfaction.  Once a case is closed, the system can send out an email to the customer contact asking for their feedback. The customer clicks, fills in a simple form, and they’re done.

If you don’t know how to set this up, give us a call and we can walk you through it, or set it up for you.  If you do know how to do this, then just go set it up!

Consider tracking the rep who is assigned to the case, the customer, the contact who created it and the product or other main category you use to manage cases.

Also allow your customer to put in some comments and you’ll now have a great way to see how your support team is doing and hand out some pats on the back, cupcakes, or cold hard cash for those reps that exceed at keeping customers happy.