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 CustomersDecrease Customer Effort and FrustrationIncrease Customer Satisfaction

Benefits For Your AgentsStay 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 CentersFast and Easy to Deploy – No IT NeededStreamline Training and Reduce Service Delivery Costs

Quick Process Improvement UpdatesImprove First Touch Resolution (FTR)Lower Support Costs and Agent ChurnMinimize Unnecessary Field Visits

Key Features

,C L O U D

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”