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Customer Service Management

CSM Hero

Unify all channels in one backoffice with Omnichannel; accelerate and cut costs with AI bots and agents; gain end-to-end control with Workflow & SLA; stay agile with no-code and manage everything from a single screen with integrations.

Omnichannel Communication

All channels on a single screen

Omnichannel How it works
What do you gain?
  • Unified history: All touchpoints in one view.
  • Deduplication: Related tickets merge automatically.
  • Bot ↔ Human: Context is transferred seamlessly.
  • Consistent SLA: Same control across channels.
Example scenario

A customer starts on live chat and then switches to phone. The agent sees the chat history, customer profile and actions taken. The conversation continues where it left off; the “repeat yourself” loop disappears.

AI Agents and Bots

AI-based agents and bots help manage customer requests coming from communication channels with AI, reducing your costs.

AI trained specifically for you!
How AI Bots & Agents Work
AI bot training
ChatBot training methodology

Workflow & SLA: End-to-end control

Workflow & SLA How It Works

Design workflows, SLAs, escalations, checklists and forms for each category. Manage tickets end-to-end.

AI Analyzers and BI Dashboards

AI Sentiment Analysis

Detect issues before satisfaction drops. Alerts and dashboards update automatically for negative conversations.

AI Category Summary

Summarizes what happens most for each category: recurring patterns, likely root causes, and improvement suggestions.

AI Ticket Summary Coming soon

Topic, actions taken, and next steps at a glance. Saves time in handoffs and audits.

AI Ticket Forecast

Forecast volumes and backlogs, plan staffing, and catch SLA risks early.

Built-in BI

Pre-built dashboards for volume, SLA, FCR, sentiment, performance, and channel health.

BI Integration

BI integrations for advanced analytics with Turboard, Power BI, Tableau, and Qlik.

No Code No Cry: Less IT dependency

Customer service teams design and change what they need. No code is required beyond integrations.

0 lines of code
Workflow
SLA
Escalation
Form
Business Rule
Message Template
Agent Script
Bot Menus
Others
No Code No Cry

Integrations

Works bi-directionally with dozens of systems across hundreds of organizations. developers.next4biz.com documentation site is always with you

Channels
Communication
Native connectors for live chat, WhatsApp, email, call center, social media, reviews, and marketplaces. Everything flows into a single conversation; context stays intact when customers switch channels.
Identity
SSO / LDAP
Enterprise identity with SAML 2.0 / OAuth2 / OpenID Connect and LDAP/Active Directory. Optional SCIM support for user and group sync.
Core
ERP / CRM / OMS
Two-way sync via REST APIs and webhooks. Agents see up-to-date customer/order/product context; bots use the same data.
Embed
iFrame / JS
Embed self-service, chat, and ticket views into your portal with iFrame/JS. Roll out fast without disrupting the existing digital experience.
Analytics
BI
Built-in dashboards with Turboard; ready APIs for Power BI / Tableau / Qlik. Feed your reporting layer from a single source.
SDK
Mobile & Web
SDKs and UI components for consistent self-service/chat on web and mobile. Standardizes in-app support flows.

Security, Methodology and Support

Design, adaptation, integration, testing and go-live. We and our partners are with you.

Security
Data residency options across Turkey/Europe/US data centers. Regular security assessments and data protection practices support your KVKK/GDPR/CCPA compliance goals. Learn more at Security & Compliance.
Methodology
Guidance for onboarding, configuration and integrations. Roadmaps and training standardize fast go-live, followed by iterative improvements. Learn more at Implementation Roadmaps & Trainings.
Support
24/7 technical support with clear SLAs for maintenance and incident response. A global partner network adds capacity for implementation and integration projects. Learn more at Maintenance & Update.

Customer Testimonials (1/2)

Flexibility
Customer Service Manager / Retail
Single center...
We can manage all problems from a single center, view all history of our customers.
Integration
Customer Channel Experience & Complaint Management Department Manager / Banking
Faster service in less time...
We recognize our customers, view their request history, and can provide faster service in less time.
What changed
Customer Service Manager / Retail
User-friendly and easy interface...
With its user-friendly and easy interface, our staff's error rate has been minimized.
End-to-end
Customer Service Manager / Fleet Leasing
Root cause analysis...
Next4biz facilitated root cause analysis by analyzing workload distribution and offered shorter solution paths.
Why Next4biz
Customer Service Manager / Retail
Transparent, fast and effective...
It enables managing customer requests transparently, quickly and effectively.
What changed
Business Development Manager / E-commerce
Very simple to use...
Next4biz is not as complicated as other ticketing applications. Since it's very simple to use, we can set everything up ourselves.

Customer Testimonials (2/2)

Flexibility
Customer Channel Experience & Complaint Management Department Manager / Banking
Measuring and managing customer feedback...
Measuring and managing customer feedback is an important capability that Next4biz provides us.
Integration
Customer Service Manager / Retail
Form designs...
The ease of preparing form designs, these forms being measurable and escalatable was very useful for us.
What changed
Process Manager / Telecommunications
Employees being happier, more transparent, measurable...
Thanks to BPM, employees being happier, more transparent, measurable also became one of the biggest features we brought to the company.
End-to-end
Customer Experience Manager / E-commerce
Next4biz has a structure that is not dependent on IT.
Next4biz has a structure that is not dependent on IT. This is also one of Next4biz's most important and time-saving features.
Why Next4biz
Customer Channel Experience & Complaint Management Department Manager / Banking
A flexible application...
A flexible application that we can direct as we wish; shape and make practical.
Why Next4biz
Customer Service Manager / Retail
We can access all our customers' data.
We started and successfully continue the integration with Next4biz. We can access all our customers' data.
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