An Finish To Buyer Help Frustrations? Meet NextivaONE

“Are you able to please provide you with an answer to the each day frustrations we’ve got simply attempting to work collectively and serve clients?”

This can be a widespread chorus that Tomas Gorny, co-founder and CEO of Scottsdale, Arizona-based Nextiva, has heard from 1000’s of various clients over time.

Nonetheless, his clients usually are not uncommon of their issues.

Analysis reveals that the highest 5 challenges and frustrations going through customer support departments are:

1. That brokers should ask clients to repeat themselves when they’re transferred or change channels,
2. The dearth of visibility into the method, problem progress and the entire buyer relationship,
3. The inconsistent service high quality ranges that clients expertise throughout completely different channels,
4. The dearth of proactive communication that would pre-empt many points and buyer queries, and
5. That it takes so lengthy to resolve a buyer’s downside.

Fascinatingly, the identical analysis additionally discovered that when clients have been requested to listing their largest frustrations when coping with customer support, they produced a remarkably related listing to that of enterprise leaders and brokers. In addition they shared the identical high frustration: Having to repeat data when transferred or switching channels.

As you’d anticipate from a number one participant within the enterprise communications area, Gorny and his crew have spent loads of time listening to clients after which serious about these points. Consequently, they’ve been in a position to distill these frustrations down to 3 actionable parts:

1. Staff who help clients do not need to use a number of purposes to interact with their clients in all places they need to work together. Doing so requires display screen switching and dangers information loss and inaccuracy.
2. In addition they do not need to use quite a few further purposes to speak and collaborate with their inside colleagues when addressing a buyer’s problem.
3. They’re additionally annoyed by the dearth of in-app performance that might enable them to ask clients for suggestions on the decision of their points, measure their efficiency and monitor buyer sentiment.

Figuring out these parts has helped Nextiva develop a brand new utility, NextivaONE, which goals to handle these points and extra.

Particularly, the NextivaOne utility:

• Delivers a threaded and extra conversational method to service, one which is not primarily based on tickets however reasonably on conversations, whatever the channel or channels that clients use to get in contact;
• Facilitates information sharing throughout a corporation, whether or not that is transcriptions of interactions, essential information, notes or attachments, so important information that’s required to serve a buyer, at any level on their journey, is on the market to anybody and everybody, guaranteeing that nothing falls by the cracks;
• Allows brokers by in-line teaching in order that even probably the most inexperienced agent can resolve probably the most complicated question with nearly zero studying curve.
• Makes gathering suggestions immediately accessible by constructing a buyer suggestions device into the center of their utility, so there isn’t any longer any want for an agent to change to a different utility to conduct a buyer survey; and
• Connects brokers with their colleagues by way of in-built inside communication instruments that enable brokers to keep away from switching purposes when reaching out to colleagues for assist concerning a buyer’s problem and, thus, retains frustration and information slippage to a minimal.

Reflecting on this listing, it strikes me that what Nextiva have executed is develop an utility that begins from the place of …… if we enhance our agent’s capability to do a very good job, it’s going to inevitably result in an enchancment within the buyer’s expertise.

That is echoed by Chris Reaburn, Nextiva CMO, who says, “Our clients need to do one of the best for his or her clients, and NextivaONE is right here to facilitate that.” He says that it “requires a re-focusing on the worker expertise. Glad groups make completely satisfied clients, and making help groups completely satisfied is what NextivaONE is all about.”

It is scary to suppose that the typical agent nonetheless makes use of round 8 or 9 completely different apps on this age of related know-how when fixing buyer issues. Nonetheless, please spare a thought for brokers who report that they’ve to make use of in extra of 15 completely different apps to do their job and ship nice customer support.

NextivaOne goals to take away the friction, frustration, inefficiencies, and errors that include the “frackenstack” methods that many customer support brokers should take care of each day. That may be a step in the proper route.