Nextiva
Nextiva is a platform for managing all your business conversations in smooth.
Categories
Nextiva Consultants
Nextiva Features
Ticket and Case Management
Ticket Creation User Experience
User Experience of creating and submitting a ticket
N/A
Ticket Response User Experience
User Experience of responding and receiving a response
N/A
Workflow
Route tickets based on values of fields, changes to ticket status and time based conditions
N/A
Response Automation
Respond to common requests with standard reply
N/A
SLA Management
Service Level Agreement Management
N/A
Attachments/Screencasts
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
N/A
Ticket Collaboration
Share and collaborate on tickets with multiple customer service representatives
N/A
User Experience of creating and submitting a ticket
User Experience of responding and receiving a response
Route tickets based on values of fields, changes to ticket status and time based conditions
Respond to common requests with standard reply
Service Level Agreement Management
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Share and collaborate on tickets with multiple customer service representatives
Knowledge Share
Knowledge Base
Provides a repository of information that can be used by those seeking support.
N/A
Searchable Articles
Makes articles in the knowledge base searchable on the web.
N/A
Community Forums
Enables users to engage with other users to solve common issues.
N/A
Interactive FAQs & Forums
Allows site administrators to participate in forums and update FAQs accordingly.
N/A
Provides a repository of information that can be used by those seeking support.
Makes articles in the knowledge base searchable on the web.
Enables users to engage with other users to solve common issues.
Allows site administrators to participate in forums and update FAQs accordingly.
Internal Use
Customization
Archives conversations in a separate location for later reference.
N/A
Conversation Archiving
Enables employees to denote potential customers.
N/A
Lead Development
Establishes a knowledge base for employee reference during conversations.
N/A
Knowledge Base
Provides a central location for help requests, helping employees respond sooner.
N/A
Team Inbox
Allows for the creation of profiles for contacts and customers.
N/A
Customer Profiles
N/A
Archives conversations in a separate location for later reference.
Enables employees to denote potential customers.
Establishes a knowledge base for employee reference during conversations.
Provides a central location for help requests, helping employees respond sooner.
Allows for the creation of profiles for contacts and customers.
Insight
Surveys
Provides opportunity for customers to give feedback through a survey.
N/A
Reporting
Enables administrators to create customized reports reflecting customer satisfaction.
N/A
Visitor Activity
Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
N/A
Help Desk
Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.
N/A
Provides opportunity for customers to give feedback through a survey.
Enables administrators to create customized reports reflecting customer satisfaction.
Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.