New SuiteApp Meets the NetSuite SuiteCloud Platform Development Standards and Documented Best Practices
Redwood City, Calif. – May 18, 2016 – Support.com Inc. (NASDAQ:SPRT), makers of award-winning Support.com® Cloud software (formerly “Nexus®”) for Support Interaction Optimization and a leading provider of tech support and turnkey support center services, announced today that the Support.com 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 to improve productivity of support teams, reduce customer effort and increase overall customer satisfaction.
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 Built for NetSuite program is designed to give NetSuite customers additional confidence that SuiteApps have been built to meet these standards.
The Support.com Cloud SuiteApp helps leading brands in software, electronics, manufacturing, telecom, retail, Internet of Things (IoT) and other connected technology industries deepen their customer relationships, by delivering better support experiences throughout the customer journey. 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, enabling customer support representatives to close cases faster and with less customer effort.
- Optimized process guidance is delivered via Guided Paths® within a Support.com tab. Guided Paths provide rich step-by-step, contextual knowledge that is easy to build and maintain.
- Advanced remote access tools including screen co-browsing, on-screen assistance and SeeSupport – remote video support using the customer’s smart phone as a camera – are available within the Support.com tab.
- Complete history of each support interaction and notes are captured and presented within the overall case history to offer quick access to prior steps taken and to help improve resolution times.
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. “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 Business Development for Technology Partners at NetSuite. “The Support.com Cloud SuiteApp is an ideal complement to NetSuite for companies who want to leverage their CRM for their customer support organization.”
NetSuite’s SuiteCloud is a comprehensive offering of cloud-based products, development tools and services designed to help customers and commercial software developers take advantage of the significant economic benefits of cloud computing. Based on NetSuite, the industry’s leading provider of cloud-based financials / ERP software suites, SuiteCloud enables customers to run their core business operations in the cloud, and software developers to target new markets quickly with newly-created mission-critical applications built on top of mature and proven business processes.
The SuiteCloud Developer Network (SDN) is a comprehensive developer program for independent software vendors (ISVs) who build apps for SuiteCloud. All available SuiteApps are listed on SuiteApp.com, a single-source online marketplace where NetSuite customers can find applications to meet specific business process or industry-specific needs. For more information on SuiteCloud and the SDN program, please visit www.netsuite.com/developers.
Support.com, Inc. (NASDAQ:SPRT) is the leading provider of cloud software and services to deliver next-generation technical support. Support.com helps leading brands in software, electronics, communications, retail, Internet of Things (IoT) and other connected technology industries deepen their customer relationships. Customers want technology that works the way it’s intended. By using Support.com software and services, companies can deliver a fantastic customer experience, leading to happier customers, greater brand loyalty and growing revenues.
Support.com, Inc. is an Equal Opportunity Employer. For more information, visit https://www.support.com/about-us/careers.
© 2016 Support.com, Inc. All rights reserved. Support.com, the Support.com logo and Nexus are trademarks or registered trademarks of Support.com, Inc. in the United States and other countries. NetSuite, the NetSuite logo and Built for NetSuite are service-marks or trademarks of NetSuite Inc.
Public Relations Contact:
104 West Partners for Support.com
Sarah Thorson, 720-407-6078
Investor Relations, Support.com