Gone are the days of customers having to repeat their requests to multiple people across multiple channels. Now you can resolve cases faster the first time with guided case management and intelligent knowledge bank.
Capture cases from multiple channels – email, SMS, social media, mobile, online, in-person and more – on a single, unified platform.
Automatically assign leads to service reps depending on domain expertise and availability.
Use customizable , smartcall scripts, to make the service request process smarter. Enable call center agents to ask relevant questions, and offer intelligent solutions to increase first time resolution rates.
Enjoy outbound predictive dialing, inbound call distribution (ACD) and interactive voice response (IVR) along with context-sensitive screen pop ups, integrated reporting, and easy escalations.
Design service processes including automation & approvals, and guarantee SLA compliance using multi-level escalations and assignments.
Whether it’s the call center, online support or email, CRMNEXT equips your service channels with the power to resolve customer requests faster and smarter. Aided by a unified platform, ensure your team has the latest information about the customer. Streamlined feedback management, a continuously evolving knowledge bank, and task-oriented training programs enforce consistency and superior customer support.
Send consistent, well-crafted communications to customers with personalized messaging.
Share solutions, tutorials and product updates with teams worldwide, create workspaces for critical troubleshooting documentation to minimize resolution times, and get real-time alerts on updates of existing information.
Automate the feedback process and get accurate and real-time feedback to improve the quality and effectiveness of service processes.
Capture service requests by partners and automatically assign them to teams. Enable partners to maximize business opportunities and improve partner loyalty.
Create customized reports through a simple user interface while getting actionable insights into service rep performance with dashboards.
For too long businesses have stood in the way of their customers. With CRMNEXT, you can now step aside while customers help themselves to your products and services on their terms. Create end-to-end customer journeys to provide instant gratification experiences that truly make service a differentiator for you.
Integrate frontend and backend systems with an easy-to-use visual process designer to create smart self-service journeys
Provide customers with a quick and easy way to create or edit service requests, find solutions, and check status updates anytime and from anywhere
Digital experiences are optimized across all channels and devices, ensuring a great user experience and continued use.
