1. Quick Add Solutions
When responding to customer queries we often find we reuse the same snippets and templates over and over again. To make the process more efficient, you should use Topics & Solutions to organise your predefined copy for use in customer cases.
NetSuite’s Knowledge Base can be used to feed FAQs onto your website or to advise employees; but in this instance, we suggest that you use them to standardise your case handling and email responses.
Topics act as a Category for the different Solutions which help when finding and adding Solutions to email responses.
To add a Solution, begin by going to Lists > Support > Solutions > New.
Setting a descriptive Title is really important here, so users can find the solution easily when adding it as a snippet to a Case response. In this example we will be adding a “Customer Returns Information Snippet (Standard)” Solution that could be used to drop the standard process information into an email to respond to a customer return request.
The “Status” must be set to Approved to allow use of the Solution on Cases and can be used for employees to create drafts before management approval. Checking “Display Online” will make the Solution available for Website Content.
The “Abstract” acts as a brief description, and will be displayed on the Solutions list to help identify each distinctive Solution. The “Description” section is where you can define the Snippet you’d like to appear in the case email. This area is HTML editable to help maintain your Email Templating, but can also just be added via the Rich Text Editor. CRMDSK Tags are also available in Solutions which are able to incorporate live NetSuite information in the copy.
As mentioned earlier, Topics help to categorise the Solution and can be used as a filter searching for Solutions to add to case responses. Other Solutions can be added to “Related Records” too to allow links through to similar responses.
Once saved the Solution can be used in the “Outgoing from Support Rep” section of NetSuite cases. This means that by clicking on the Solution it will automatically be added to the body of the email, saving time and ensuring consistent communication standards from all employees.
It is possible to add multiple solutions to a single message and therefore construct formulaic and consistent replies to different variations of queries.
2. Using Rules and Criteria
As a basic customer support system, NetSuite will supply all queries in one place with a Round Robin approach to sharing them out between support reps. However, if certain Case or Customer fields would be great filters for focusing who receives which queries they should be incorporated as Rules. For example, using Case Types (as discussed later) to better define what the customer is asking and associate it with the equivalent department is a lot more efficient than bouncing it between support reps until it finds the right knowledge base.
Rules can be added by going to Setup > Support > Case Rules and they work similarly to a Saved Search. For example, if you wished to associate merchant customers with a senior support group, a Case Field Rule could be added that declares if Merchant Account checkbox is TRUE on the customer record, then apply that case to the Case Territory with a senior support group added as members.
3. Efficient Case Capture Forms
Ecommerce Retailers can make use of a link between Website Capture Form and NetSuite to drag queries straight from the customer into the system. Unfortunately lots of retailers tend to stick to the default form that doesn’t make the customers do a bit more of the leg work for them.
Directing cases to the right people not only helps the customer get the right answer but saves the business huge amounts of time. With groups or territories set up, it makes sense to make your customer select a case type that adds their case to the relevant territory.
A good Case Capture Form can help tailor a customer’s query to your system and guide it towards more formulaic responses to help save time. NetSuite can allow the user to attach Files, which is a great way to encourage customers to add screenshots, while it is also easy to add an auto-reply to confirm to the customer the issue has being received.
Multiple forms could be added to help your website to categorise different queries and direct them directly to the equivalent group, or a rule set up to send all with a Case Type of “Returns Query” directly to the Returns Department.
4. Defining Unique Case Types
Case Types are used to help process and understand the type of customer query the business has received. However, the NetSuite default types are fairly basic; comprising of: “Question”, “Concern” or “Problem”. Tailoring the types to better suit your business is an efficient way to help focus your Customer Support.
Evaluating the current types of queries you tend to receive, and defining them within categories could help you better direct incoming cases. For example, the three types could be split into “Sales”, “Product”, “Website”, “Order Management” and “Return’s” “Questions”, “Concerns” and “Problems”.
Using unique Types can help break down the lists of Cases, and associate them to the relevant Support Groups; but then also can be used for Online Forms to encourage the customer to direct queries better too. A list like the following could make identifying cases much easier.
For more information on implementing Customer Service & Support features for your NetSuite account, contact Keystone Data today.