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next4biz CSM Reviews & Product Details

Next4biz CSM is an AI-powered, omnichannel, and workflow-based customer service solution designed to help businesses efficiently manage customer inquiries, complaints, and service requests. As a no-code platform, Next4biz enables organizations to design and adapt their customer service processes independently without relying on technical teams. Next4biz offers seamless omnichannel support by integrating with various communication channels, including call centers, email, social media platforms (Instagram, Facebook, Twitter, etc.), live chat, WhatsApp, self-service portals, and complaint platforms. This unified approach ensures consistent and efficient customer service across all touchpoints. The platform leverages artificial intelligence to enhance service quality and efficiency. The Ticket Resolver feature automatically identifies resolution steps based on ticket content and executes the necessary actions. Sentiment Analyzer classifies tickets by analyzing the sentiment within their content. Customer Sentiment Insights provide a deeper understanding of what customers think about products or services. Future Teller predicts ticket volumes in each category, enabling better workforce planning. Additionally, the Generative AI Chatbot offers automated support through live chat, WhatsApp, and direct messaging channels and is customizable to your business needs. Next4biz is also workflow-driven, allowing businesses to create tailored workflows for various resolution processes. These workflows are dynamically initiated based on ticket categories, customer segments, priorities, or other predefined attributes. Service levels and escalation hierarchies can be defined for each workflow step, enabling organizations to automate complex processes while maintaining complete control over resolution timelines. By combining AI-powered capabilities, omnichannel functionality, and workflow-driven service design, Next4biz CSM empowers organizations to deliver exceptional customer experiences while reducing operational complexity.

Seller

Next4biz

Discussions

next4biz CSM Community

Languages Supported

Arabic, Azerbaijani, German, English, French, Italian, Javanese, Korean, Dutch, Polish, Portuguese, Russian, Spanish, Turkish, Vietnamese, Chinese (Simplified)

Overview by

Fatma Çopuroğlu (Digital Marketing Manager)

Pricing

Pricing provided by next4biz CSM.

Standart

$60.00

1 Users Per Month

View More Pricing Information

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next4biz CSM Media

next4biz CSM Demo - Agent Script - Dictate the Agent How To Do

Provide a step-by-step guide for customer service agents to handle customer interactions effectively. Offer pre-defined scripts or allows agents to create custom scripts with prompts to guide them through different scenarios, ensuring consistent and professional customer interactions.

next4biz CSM Demo - Donate the Agent Increase FCR

Help customer service agents improve First Contact Resolution (FCR) rates. Provide agents with a user-friendly interface that offers guidance and prompts to efficiently resolve customer inquiries during the initial contact. Access to relevant customer data and case history to help agents quickly ...

next4biz CSM Demo - Custom Form For Different Type Of Tickets

Allow customer service teams to create and utilize tailored forms for different types of tickets or inquiries. Provide a customizable way to collect specific information from customers based on the type of ticket, ensuring that agents have the relevant details to effectively address customer need...

Empower customer service teams to create personalized dashboards that display key metrics and performance indicators relevant to their specific needs. Offer a flexible and configurable interface for users to design and customize dashboards with widgets, charts, and graphs that provide real-time i...

next4biz CSM Demo - Design Your Own Panel

Enable users to create their own customized panels or sections within the application interface. Provide a user-friendly interface that allows users to drag and drop widgets, components, or modules to design their own panels tailored to their specific needs and preferences.

Discover a unified and seamless experience for customer service teams to manage customer interactions across multiple channels, such as phone, email, chat, social media, and more. Allow agents to access and respond to customer inquiries from different channels within a single interface, ensuring ...

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Busra U.

Customer Relations Manager

Mid-Market (51-1000 emp.)

5/8/2024

"customer service management is now much more effective with easily designable processes"

5/5

What do you like best about next4biz CSM?

The Next4Biz app is definitely user friendly. All interfaces are designed to be easy to use. With special field definitions within the system, process-oriented workflow definition and many other benefits, you can track existing business processes more easily and report this whenever you want. In addition to the system setup, all employees in the team are very ready to support in case of a problem. They can resolve any issue that cannot be resolved online in a transparent manner with a face-to-face visit. If I have to name especially Murat Yarangumeli and Sedat Altuntaş, they are very good at their job and solution oriented. And besides this, they always maintain their cheerfulness while working together. If you want tracking, convenience and much more in your business processes, you should try Next4Biz CSM. Review collected by and hosted on G2.com.

What do you dislike about next4biz CSM?

There is no feature I don't like in this application. Review collected by and hosted on G2.com.

berker d.

Mid-Market (51-1000 emp.)

4/26/2024

"Amazing Self Building Experience with Hands on Customer Support!"

5/5

What do you like best about next4biz CSM?

Without IT support, we can change a lot of things easily and immediately. this allows us try new things quickly and saves much time. Also, its possible to create new channels for any kind of operations in the company.

Very easy implementation processes for new features.

And the customer support team is very good. Review collected by and hosted on G2.com.

What do you dislike about next4biz CSM?

Next4biz CSM allows data for reporting in excel form. If you have a large data set, unfortunately excel cannot save the day. (they provide api's for data transfer and we can use these data for our analyses or dashboards)

Dashboard usabilities can be improved. Review collected by and hosted on G2.com.

What problems is next4biz CSM solving and how is that benefiting you?

we use CSM mainly on our customer call center and we gather all touchpoint channels on next4biz.

we have specialized customer groups according to their contact methods or their role in our organization.

(for ex, we have a package and this package has a sender and also a receiver customer. an issue can be taken from these 2 customer groups at the same time)

at this point, CSM allows us to manage these groups separate but together. every issue held by in related group but also have relations with other groups.

so, we know about where is the pain point and who will be affected by that. and we can proactively do something about this situation. Review collected by and hosted on G2.com.

Berna E.

Senior IT Business Analyst

Enterprise (> 1000 emp.)

6/5/2024

"Excellent service with variety of functions"

5/5

What do you like best about next4biz CSM?

As a leading automotive company, we gladly use Next4Biz CSM for years and there has been no such situation that its features could not help. Application offers us to customize our needs by simple actions which can be taken by admin users. In most of the cases, we do not need to get in touch with customer support, we are able to change categorical and organizational designs in the system quickly. Even though we require help from customer support of Next4Biz, they always provide fast responses. They also have great tech and business team who is always result-oriented and friendly. I highly recommend the application. Review collected by and hosted on G2.com.

What do you dislike about next4biz CSM?

There is no such feature that I dislike. Review collected by and hosted on G2.com.

Furkan Y.

Customer Service Executive

Mid-Market (51-1000 emp.)

5/9/2024

"Ease of communication."

4/5

What do you like best about next4biz CSM?

The Nex4biz CSM module has a highly streamlined communication network. It assists you in creating workflows to provide recommendations and solutions to your customers. It helps your team members who provide service with the Assistflow feature in terms of training. Review collected by and hosted on G2.com.

What do you dislike about next4biz CSM?

I don't like the constant need for customization to measure performance within the CSM module. I would suggest that they provide default methods to measure user performance in various ways. Review collected by and hosted on G2.com.

What problems is next4biz CSM solving and how is that benefiting you?

We easily manage complaint handling and integrate it with ERP systems. With specific configurations, we provide information to our customers about their complaints without the need for manpower. By adding knowledge bases to our website, we enable our customers to have information about us. Review collected by and hosted on G2.com.

İS

İlyas S.

Çağrı Merkezi Müdür Yardımcısı

Enterprise (> 1000 emp.)

5/10/2024

"Capable and useful"

5/5

What do you like best about next4biz CSM?

We have been using it for a long time and we are very satisfied. Because it is a system that we can develop in line with our needs and feed from more than one place. The most important thing for a user is ease of use. We think that it is a very important system and that it is very useful for all our friends who use this system to be able to see many different information on a single screen without having to use a different screen. It allows development for our newborn needs. Next4biz is a company that constantly develops and improves. Review collected by and hosted on G2.com.

What do you dislike about next4biz CSM?

There is nothing about it that I don't like. I am writing because this field is required. Review collected by and hosted on G2.com.

What problems is next4biz CSM solving and how is that benefiting you?

It provides easy and fast access to customer information, records, orders and service records. It allows regular use in customer communications (sms, e-mail). It records all customer interactions and allows easy reporting. Apart from these, it can provide opportunities for our brand in line with our wishes with its many features. It is our greatest assistant in critical situations such as managing customer demands and informing them regularly. Review collected by and hosted on G2.com.

Semih D.

Head of Product

Enterprise (> 1000 emp.)

8/6/2024

"Great education platform"

4.5/5

What do you like best about next4biz CSM?

Next4biz supports new comers with plenty of education materials and becomes easy the on boarding process. Review collected by and hosted on G2.com.

What do you dislike about next4biz CSM?

Sometimes it tooks more time to develop features than expected. Review collected by and hosted on G2.com.

Ali G.

Product Owner Lead

Information Technology and Services

Enterprise (> 1000 emp.)

8/9/2024

"great platform, great customer experience"

5/5

What do you like best about next4biz CSM?

A platform that informs you with very detailed and carefully prepared educational materials and contents and is always with you. Review collected by and hosted on G2.com.

What do you dislike about next4biz CSM?

I don't have an opinion yet, but very detailed trainings, although good, can take a lot of time. Review collected by and hosted on G2.com.

BEGUM S.

Mid-Market (51-1000 emp.)

4/29/2024

"Next4Biz"

5/5

What do you like best about next4biz CSM?

I can reach out quickly when I have a problem. They try to solve every problem of mine with great care. Review collected by and hosted on G2.com.

What do you dislike about next4biz CSM?

Sometimes we may have to wait for proper sprinting for improvements. Review collected by and hosted on G2.com.

Verified User in Airlines/Aviation

Enterprise (> 1000 emp.)

4/29/2024

"Big, efficient, effective"

5/5

What do you like best about next4biz CSM?

The CSM program is a very comprehensive and large program. I can say that there is no deficiency regarding CSM in it. Although the program has very detailed features, it has a compact structure. It can be used in a SME or a global company.

Since the program has comprehensive features, it can also be used as a BPM system. It serves many processes and workflows within the company. Review collected by and hosted on G2.com.

What do you dislike about next4biz CSM?

I can say that there is nothing major that I am not happy with. Review collected by and hosted on G2.com.

Alev Y.

Yetkili

Enterprise (> 1000 emp.)

4/26/2024

"simple,fast,design"

5/5

What do you like best about next4biz CSM?

We have been using nex4biz since 2017. It is great that it is a simple and functional application. It also benefits our processes thanks to rapid integrations. Review collected by and hosted on G2.com.

What do you dislike about next4biz CSM?

There is no feature that I don't like, it is great that it is an application that is open to development. Review collected by and hosted on G2.com.