Does anyone use NetSuite for Customer Support cases? I'm just thinking how that actually works. I know you can manually log cases and if you email via the case all email communication is logged on the case but what about customer support calls? How can a case get automatically created via like a shopify website case support? Do people commonly use NetSuite or is it preferred to use a third party like Talkdesk instead?

@Jackie Yang the native netuise support cases is a bit outdated but can work for some organizations. There are many 3rd party tools that are much more user friendly and have many out of the box features with more modern communication channels (like Chat, VOIP phone support or texting)

@MGBC I just mean like a customer on our website (which is a shopify website) like if they like talk to our AI agent how can a case be generated into netsuite?

Oh i see, this would need to be an intetgration between Shopify and netsiute. I imagine you might already have Shopify integrated with Netsuite using Celigo or the netsuite connector for orders and fulfillments?

@MGBC we currently use talkdesk but costs are getting too high and the company is wondering if we should just use NetSuite for customer support instead but I'm just like I don't really know how it would capture or log calls, or what we would use then to capture/log calls, designing emails, it seems like it would be a pretty big uplift but not sure

The actual support module in netsuite is not very big to setup and get working. And it works okay. It is a bit clunky to navigate and work with for agents, but it does a decent job. You can customize the case/ticket catpure form and outgoing emails (they are similar to any of the email templates in netsuite). I think the biggest challenge you will have is the AI agent/support chat feature you have currently. I assume this is something from TalkDesk that is embedded in your website, so once you stop using TalkDesk this would go away as well. So you'd need to re-create that using a Shopify App/Customization then integrate the converstaions into Netsuite as cases. The rest of it is pretty straight forward. I would recommend that you setup the support feature (or have someone help set it up). and then have a few agents test it out with basic email capture, and manual case entry and see if they think it is a usable tool for them

@MGBC thank you so much for your help!