next4biz CSM Features

Platform (6)

Mobile User Support: Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Customization: Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration: Integrates with other customer service software to improve support and enhance functionality
Reporting: Provides analytics tools that reveal important business metrics and track progress
Dashboards: Displays important metrics relating to performance

Ticket Creation User Experience: User Experience of creating and submitting a ticket
Ticket Response User Experience: User Experience of responding and receiving a response
Workflow: Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response: Respond to common requests with standard reply
SLA Management: Offers tools for managing and tracking service-level agreements (SLAs)
Attachments/Screencasts: Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration: Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database: Central repository for account and contact information

Customer Portal: Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case: Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support: Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration: Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Voice: Make and receive calls directly in the application. Track and record calls for analysis.

Knowledge Base: Provides a repository of information that can be used by those seeking support.
Searchable Articles: Makes articles in the knowledge base searchable on the web.
Community Forums: Enables users to engage with other users to solve common issues.
Mobile Optimization: Optimizes the customer self-service experience on mobile devices
Personalization: Gives the user targeted, personalized results based on their activity or preferences

Pop-up Chat: Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Notifications: Delivers notifications to both sides of the conversation.
Targeted Emails: Sends automated emails to further engage clients and potential clients.
In-App Messaging: Allows for live chat to be enabled within the app for customer help.
Co-Browsing: Allows agents to join a customer's browser session and navigate through the website with them.

Customization: Allows users to customize chat colors, text, logos, and branding.
Conversation Archiving: Archives conversations in a separate location for later reference.
Lead Development: Enables employees to denote potential customers.
Knowledge Base: Establishes a knowledge base for employee reference during conversations.
Team Inbox: Provides a central location for help requests, helping employees respond sooner.
Customer Profiles: Allows for the creation of profiles for contacts and customers.

Database Management: Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable.
Data Workflows: Operationalizes data delivery workflows to easily scale repeatable preparation needs
Issue Management: Provide workflows to create and escalate issues related to risks and requests
Integrations: Integrates with live chat, chatbots, help desk, or other customer service software
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Performance and Reliability: Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took

Policies and Controls: Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc.
Data Governance: Ensures user access management, data lineage, and data encryption
Compliance: Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA.
Auditing: Perform ad-hoc or ongoing IT audits at different levels of the company.

Risk Data Attributes: Identify risk data attributes such as description, category, owner, or hierarchy.
Data Transport: Protects data with some form of encryption as it leaves your secure or local network.
Access Management: Allows administrators to set user access privileges to permit approved parties to access sensitive data.
Multi-Factor Authentication: Requires a second level of authentication, such as sms messaging or customized tokens, to access data.

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives