An End To Customer Support Frustrations? Meet NextivaONE

“Are you able to please give you an answer to the every 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.

Nevertheless, his clients aren’t uncommon of their issues.

Analysis reveals that the highest 5 challenges and frustrations dealing with customer support departments are:

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

Fascinatingly, the identical analysis additionally discovered that when clients had been requested to listing their greatest frustrations when coping with customer support, they produced a remarkably comparable listing to that of enterprise leaders and brokers. Additionally they shared the identical high frustration: Having to repeat info when transferred or switching channels.

As you’d anticipate from a number one participant within the enterprise communications house, Gorny and his group have spent plenty of time listening to clients after which eager about these points. Because of this, they’ve been capable of distill these frustrations down to 3 actionable parts:

1. Staff who help clients do not wish to use a number of purposes to have interaction with their clients all over the place they wish to work together. Doing so requires display switching and dangers information loss and inaccuracy.
2. Additionally they do not wish to use quite a few extra purposes to speak and collaborate with their inside colleagues when addressing a buyer’s difficulty.
3. They’re additionally pissed off by the dearth of in-app performance that may 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 deal with 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 relatively 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, making certain that nothing falls by the cracks;
• Permits brokers by in-line teaching in order that even essentially the most inexperienced agent can resolve essentially the most advanced question with nearly zero studying curve.
• Makes gathering suggestions immediately accessible by constructing a buyer suggestions software into the center of their utility, so there is no such thing as a 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 difficulty and, thus, retains frustration and information slippage to a minimal.

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

That is echoed by Chris Reaburn, Nextiva CMO, who says, “Our clients wish 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. Comfortable groups make comfortable clients, and making help groups comfortable is what NextivaONE is all about.”

It is scary to assume that the typical agent nonetheless makes use of round 8 or 9 totally different apps on this age of linked know-how when fixing buyer issues. Nevertheless, please spare a thought for brokers who report that they’ve to make use of in extra of 15 totally 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” techniques that many customer support brokers must take care of each day. That could be a step in the proper route.