next4biz CSM Features
What are the features of next4biz CSM?
Channels
- Multi-Channel Coverage
- Open Listening
Design
- Personalization
- Inbound Identification
- Regulatory Compliance
Usability
- Supporting Documents
- Two-Way Communication
Reporting
- Priority Case Alerts
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next4biz CSM Categories on G2
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Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. | Not enough data | |
Customization | Allows users to customize chat colors, text, logos, and branding. | Not enough data | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
Integration | Integrates with other customer service software to improve support and enhance functionality | Not enough data | |
Reporting | Provides analytics tools that reveal important business metrics and track progress | Not enough data | |
Dashboards | Displays important metrics relating to performance | Not enough data |
Ticket and Case Management
Ticket Creation User Experience | User Experience of creating and submitting a ticket | Not enough data | |
Ticket Response User Experience | User Experience of responding and receiving a response | Not enough data | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions | Not enough data | |
Automated Response | Respond to common requests with standard reply | Not enough data | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) | Not enough data |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions | Not enough data | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives | Not enough data | |
Customer/Contact Database | Central repository for account and contact information | Not enough data |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | Not enough data | |
Email to Case | Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | Not enough data | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live | Not enough data | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | Not enough data | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. | Not enough data |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. | Not enough data | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. | Not enough data | |
Community Forums | Enables users to engage with other users to solve common issues. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Communication
Pop-up Chat | Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | Not enough data | |
Notifications | Delivers notifications to both sides of the conversation. | Not enough data | |
Targeted Emails | Sends automated emails to further engage clients and potential clients. | Not enough data | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. | Not enough data | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. | Not enough data |
Internal Use
Customization | Allows users to customize chat colors, text, logos, and branding. | Not enough data | |
Conversation Archiving | Archives conversations in a separate location for later reference. | Not enough data | |
Lead Development | Enables employees to denote potential customers. | Not enough data | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. | Not enough data | |
Team Inbox | Provides a central location for help requests, helping employees respond sooner. | Not enough data | |
Customer Profiles | Allows for the creation of profiles for contacts and customers. | Not enough data |
Administration
Database Management | Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. | Not enough data | |
Data Workflows | Operationalizes data delivery workflows to easily scale repeatable preparation needs | Not enough data | |
Issue Management | Provide workflows to create and escalate issues related to risks and requests | Not enough data | |
Integrations | Integrates with live chat, chatbots, help desk, or other customer service software | Not enough data | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
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 | Not enough data |
Compliance
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. | Not enough data | |
Data Governance | Ensures user access management, data lineage, and data encryption | Not enough data | |
Compliance | Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. | Not enough data | |
Auditing | Perform ad-hoc or ongoing IT audits at different levels of the company. | Not enough data |
Data Security
Risk Data Attributes | Identify risk data attributes such as description, category, owner, or hierarchy. | Not enough data | |
Data Transport | Protects data with some form of encryption as it leaves your secure or local network. | Not enough data | |
Access Management | Allows administrators to set user access privileges to permit approved parties to access sensitive data. | Not enough data | |
Multi-Factor Authentication | Requires a second level of authentication, such as sms messaging or customized tokens, to access data. | Not enough data |
Channels
Multi-Channel Coverage | Software incorporates multiple digital communications channels. 13 reviewers of next4biz CSM have provided feedback on this feature. | 90% (Based on 13 reviews) | |
Open Listening | As reported in 13 next4biz CSM reviews. Allows incorporation of inbound contacts from non-marketing channels. | 81% (Based on 13 reviews) |
Design
Personalization | Based on 13 next4biz CSM reviews. Outbound communications are segmented and personalized. | 87% (Based on 13 reviews) | |
Inbound Identification | Based on 13 next4biz CSM reviews. Inbound contacts are identified and handled based on history. | 88% (Based on 13 reviews) | |
Regulatory Compliance | Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. This feature was mentioned in 13 next4biz CSM reviews. | 90% (Based on 13 reviews) |
Usability
All-Employee Access | Permits use by job roles outside of service department | Not enough data | |
Supporting Documents | Based on 10 next4biz CSM reviews. Allows linking of useful information such as screen shots | 83% (Based on 10 reviews) | |
Two-Way Communication | As reported in 10 next4biz CSM reviews. Provides direct contact between CSRs and customers outside of milestones | 78% (Based on 10 reviews) |
Reporting
Priority Case Alerts | Informs stakeholders of activity on escalated or high-value cases This feature was mentioned in 10 next4biz CSM reviews. | 88% (Based on 10 reviews) | |
Trend Analysis | Evaluates frequency of types of complaints | Not enough data | |
Performance Monitoring | Includes a dashboard or other means of performance monitoring | Not enough data |
Knowledge Management
Knowledge Base | Enables the creation of an internal repository of knowledge articles | Not enough data | |
Publishing Workflows | Provides workflows for writing, editing, approving, and publishing knowledge article content | Not enough data | |
Analytics | Helps users understand which knowledge articles are working and identifies areas of improvement | Not enough data |
Customer Support
Intelligent Search | Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query | Not enough data | |
Suggestions | Analyzes customer support tickets or conversations to suggest relevant knowledge articles | Not enough data | |
Decision Trees | Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues | Not enough data |
Generative AI
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data |
