What is Self Service Customer Services?

In today’s world, where all kinds of interactions are now more digitalized, customer services management is now being provided mainly over digital channels. Nowadays, rather than receiving service face to face or over the phone, customers prefer to solve their problems over digital channels on their own. Next4biz Self Service is a “customizable” extension that can be added as a window to the web pages of an organization where the customers can post their own issues, follow up step by step, communicate with the customer representatives, and find answers to all kinds of questions. Customers who use Next4biz self service are able to issue their requests over the web page of the organization themselves and have their issues solved instead of reaching to call center.

How can you reduce unnecessary calls with Next4biz?

In the area of customer services management, the unnecessary calls are generally called “Frivolous Calls”. Customers make frivolous calls to follow up on their current issues, speed up the solution process or ask plain and simple questions about products and services. Next4biz makes it easier for organizations to offer their services with a high FCR rate thanks to its automatic notification messages, self service customer portal and process based structure. In addition, digital agents, supported by an artificial intelligence module, increase the speed of the resolution beyond the limited capabilities of humans.

Can you manage customer services on a single screen?

Next4biz is an end to end holistic platform where all central and fieldworkers of an institution and the stakeholders that they get support from (outsourced call center, cargo and courier companies, technical services, dealers and agencies, etc.) can be a user and where you can manage all of the activities under customer services management over it. It also has the flexibility to be easily integrated with ERP, CRM and all other corporate applications and systems. In this sense, it presents the possibility of holistically managing all processes that can be used in all institutions from all sectors and on every scale in terms of customer services management by consolidating them in a single screen. It also allows you to access integrated data from anywhere and monitor it on a single screen. Next4biz is compliant with BDDK, SEDDK and KVKK and it allows the designing of all workflows according to sectoral and institutional expectations. Thanks to its no code architecture workflows and forms that are designed according to the changing needs can be changed easily with the drag and drop method.

What are the differences between Omnichannel and Multichannel communication?

While multichannel means listening to customers from many channels, omnichannel is integrating all channels and managing them as a whole. The most important difference between omnichannel and multichannel communication approaches is being able to monitor the interactions in all channels simultaneously. Thanks to that you will be able to provide services with a call center customer representative who knows what your customers have written about your brand on social media and the e-mails they have sent.

What are the benefits of using artificial intelligence in customer services?

The artificial intelligence module developed by machine learning technology listens to the issues that the customers have and categorize them automatically. If the solution to the issue is available in the knowledgebase then it provides the solution to the customer, then solves and closes the issue without human intervention. This improves operational efficiency, reduces issue resolution costs and increases First Call Resolution (FCR), thereby raising customer satisfaction levels.

What is the extension that Next4biz can be adjusted and designed without coding?

All functions of Next4biz are managed on a specially designed configuration interface. All settings and customizations are made over this interface that is used as the management panel. Creating customer interfaces, developing data fields, creating workflows, defining work rules, etc. functions can be accomplished without using code. In Next4biz CSM coding is only needed for integrations.

Which reports can I use to follow up on customer services?

Next4biz’s ready-made dashboards, operational process analysis and follow-up reports are prepared to meet all sector standard reporting needs. These reports can be detailed and customized step by step from the highest strategic point to the minuscule detail. It is possible to make descriptive analyses such as root cause analyses, difference analyses, relational analyses, etc. with a filtering interface that allows access to all data fields in addition to read-made reports used in analyses.

Having an issue assigned to the immediate supervisor in the case of being unable to solve a customer record that is created in a category that is defined with processes in a time that is connected to a service level agreement (SLA) defined for a step in the workflow or not being able to solve it on time is called escalation. Next4biz ensures that there are no delays before and after the escalation by having the users or user groups that got the issue assigned informed by automatic messages. Thanks to the customizable escalation hierarchies, it is possible to assign a different escalation supervisor to each workflow according to their subject and step from bottom to top in a gradual manner. The escalation system ensures that issues are resolved without delay in accordance with the service level agreements (SLA) by having all organization users adopt a more sensitive manner towards all customer issues.

What is Customer Complaint Management?

Even the biggest organization get complaints from their customers. It is possible to extend the customer life cycle with effective customer complaint management. Customer complaint management requires monitoring customer complaints from a different channel and creating solutions towards these complaints. Also, customer complaint management helps to define the subjects that require improvement and to develop better products or services.

Can I Get Integrated with Marketplace Applications?

Organizations want to take their places in the popular marketplace platforms to be able to present their products to a larger audience. Thanks to marketplace application integration with Next4biz; companies of all scales are able to create solutions by automatically turning customer requests and complaints from marketplaces into issues in Next4biz and managing them. This ensures that you do not have to log in to each marketplace application one by one and follow up on customer requests separately.

Customer Service Management

Q: How to Manage Customer Experience?

Effective customer experience management is based on establishing solution oriented communication and interaction at every step of the customer journey. This is critical to provide a consistent and constructive experience infrastructure beginning with the first contact with the customer. You can plan every step of the process by designing holistic workflows with the artificial intelligence supported Next4biz Customer Experience Management platform and ensure immaculate customer experience at the touchpoints with your customer.

Omnichannel communication
AI powered complaint categorization
User interface and agent script design for categories
End-to-end complaint management with workflows
Knowledge base and self service
No-code architecture, extensive reports
Integration capabilities
GDPR, CCPA, KVKK compliance

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Omnichannel Communication

Single-screen customer service

Call center, social media, email, live chat, chatbot, complaint sites, web forms, and more are all integrated into one place.

“Recognize customers in every channel, and manage all communication on a single screen.”

Workflows & Escalations

Categorize tickets and create custom forms and workflows for each category,
Create category-specific ticket records in communication channels,
Direct issues to the relevant workflows based on their categories.

“Track issues end-to-end across all units, suppliers, and partners with workflows.”

AI-Powered Customer Support

Deep learning AI,

Analyzes,

Categorizes and resolves customer issues,

Or redirects them to the relevant workflows.

“Employ artificial intelligence to provide more efficient after-sales services.”

Agent Scripts

Enable agents to,

Ask the right questions in the right order,
Obtain complete information,
Give the right answers,
Provide options.
And even use this collected data in the ticket resolution.

“Increase consistency and FCR in customer communication with agent scripts.”

Customer Self-Service

Enable customers to submit & track their own issues with a self-service interface, which can be embedded into your website, online transactions, internet banking, and customer portal. Automatically notify your customers about the status of their complaints via SMS, email, and mobile notifications.

“Reduce contact and call center workload.”

Reports and Analysis

Record and track all the necessary metrics needed in customer service such as,

FCR
Root Cause Analysis
Customer satisfaction
Surveys and analyzes
Delay and escalation reports
Communication channel performance
The performance of all stakeholders, including units, departments, personnel, suppliers and shipping companies.

“Create your own reports or integrate them with corporate reporting systems.”

Flexibility with No-Code Architecture

Design your customer service process without any technical support; Forms, workflows, business rules, service levels & delay management rules, self-service, and many other configurations.

“Adapt quickly and easily to changing customer demands.”

Single-Screen Customer Service

Ensure two-way integration with ERP, call center operator, e-commerce, internet banking, corporate applications, authorization, email and SMS systems, mobile applications, other CRMs, and more. Meet “single-screen” customer service management and avoid switching between applications.

“Access integrated data anywhere, anytime!”

What You Need to Know About Customer Service Management

Customer service management is the sum of the strategies used to manage the communication and interaction of organizations with their current customers and target audiences. In a general sense, customer service management enables organizations to quickly follow up on customer issues, standardize their customer service processes, strengthen customer loyalty and increase sales and profitability. Customers are the fundamental asset of organizations. If your existing customers are satisfied with the product or service they receive, it increases the possibility of gaining new customers. In fact, a high level of customer satisfaction is a prerequisite for a sustainable customer journey. The most important element in the success of enterprises from all sectors and of all sizes is creating a culture focused on maintaining customer satisfaction and managing the customer experience so as to make this state sustainable.

Effective customer experience management is based on establishing solution-oriented communication and interaction at every step of the customer journey. This is critical to provide a consistent and constructive experience infrastructure, beginning with the first contact with the customer. You can plan every step of the process by designing holistic workflows with the artificial-intelligence-supported Next4biz Customer Experience Management platform and ensure a flawless customer experience at every touchpoint.

The most important development in customer service management in recent years has been the management of customer issues using business processes that have been defined according to their categories. Thanks to Next4biz CSM’s categorical process design, issues that cannot be solved on the first level are managed “end to end” with workflows. In this way, the solution is standardized and made transparent while a permanent solution is being created. The performance of all work groups in the solution process can be followed-up step by step and reported.

In today’s world, where all kinds of interactions are increasingly being digitalized, customer service management is frequently provided primarily through digital channels. Rather than seeking service face to face or over the phone, modern-day customers prefer to solve their problems via digital channels on their own. Next4biz’s Self-Service feature is a customizable extension that can be added as an iframe to the organization’s website. With this Self-Service tool, customers can post their issues or requests, follow up step by step, communicate with customer representatives, and find answers to all kinds of questions rather than needing to reach out to a call center.

In the area of customer service management, unnecessary and redundant calls are generally a frequent problem. Customers make these calls to follow up on a current issue, speed up the solution process or ask simple questions about products and services. Next4biz makes it easier for organizations to achieve a high first contact resolution (FCR) rate thanks to its automatic notification messages, self-service customer portal and process-based structure. In addition, digital agents, supported by an artificial intelligence module, increase the speed of issue resolution beyond the limited capabilities of humans.

Agent scripting is an issue input structure that directs customer representatives step by step in a categorical sense. Answers to the customer’s questions, questions to ask the customer, and information required from the customer is provided on the customer representative’s screen in the appropriate order, depending on the customer’s answers. Thus, you get the chance to direct customer dialogues in a standardized and centralized manner. By using this tool, you will be able to shorten the orientation process of customer representatives and develop a continuously updated product and service knowledge base while standardizing communication and provision of solutions.

Next4biz is an end-to-end holistic platform that allows all employees, and the stakeholders that support them (outsourced call center, cargo and courier companies, technical services, dealers and agencies, etc.) to be users and enables you to manage all customer service management activities in one place. It also has the flexibility to be easily integrated with ERP, CRM and all other corporate applications and systems. In this sense, it presents the possibility of holistically managing all customer service processes for any organization, from any sector and of any size, by consolidating them on a single screen. It also allows you to access integrated data from anywhere and monitor it on a single screen. Thanks to its no code architecture, workflows and forms that are designed according to the needs of the business can be changed easily with the drag and drop method.

While multichannel means listening to customers from many channels, omnichannel involves integrating all channels and managing them as a whole. The most important difference between omnichannel and multichannel communication approaches is whether or not you’re able to monitor the interactions in all channels simultaneously. Thanks to the omnichannel approach,your customer representatives will know what your customers have written about your brand on social media and the emails they have sent to your organization.

The artificial intelligence module developed by machine learning technology “listens” to customer issues and categorizes them automatically. If the solution to the issue is available in the knowledge base, it provides the solution to the customer, then solves and closes the issue without human intervention. This improves operational efficiency, reduces issue resolution costs and increases FCR, thereby raising customer satisfaction levels.

All functions of Next4biz are managed on a specially designed configuration interface. All settings and customizations are made over this interface, which is used as the management panel. Functions such as creating customer interfaces, developing data fields, creating workflows, defining work rules, etc. can be accomplished without using code. In Next4biz CSM, coding is only needed for integrations.

Next4biz’s ready-made dashboards, operational process analysis and follow-up reports are prepared to meet all sectors’ standard reporting needs. These reports can be detailed and customized step by step from the highest strategic point to the most minuscule detail. You can perform descriptive analyses such as root cause analyses, difference analyses, relational analyses, etc. with a filtering interface that allows access to all data fields in addition to ready-made reports used in analyses.

Next4biz offers organizations many new reporting features that are rapidly becoming indispensable. Thanks to these reports, all operational processes function more efficiently. The detailed reports help you to monitor and develop your processes in areas such as issue handling performance,monitoring resolution times, etc. After creating instant and periodic process analysis reports with Next4biz, you can download all reports to your computer in Excel format. If you use a specific reporting tool, this tool can be integrated into Next4biz.

When a customer issue is unable to be resolved, assigning that issue to a supervisor is called escalation. The issue is assigned to a category that is defined with processes connected to the service level agreement (SLA) defined for a step in the workflow. Next4biz ensures that there are no delays before or after the escalation by informing the users or user groups assigned to the issue via automatic messages. Thanks to the customizable escalation hierarchies, it is possible to assign a different escalation supervisor to each workflow according to the issue topic, moving up the hierarchy step by step from bottom to top. The escalation system ensures that issues are resolved without delay in accordance with the service level agreements (SLA) by having all users adopt a more sensitive, timely approach to all customer issues.

Even the biggest and most successful organizations get complaints from their customers; however, that’s not an indicator of failure. It is even possible to extend the customer life cycle with effective customer complaint management. Customer complaint management requires monitoring customer complaints from different channels and creating solutions for these complaints. Customer complaint management also helps in defining the areas that require improvement and developing better products or services.

Many organizations want to stake their claim on popular marketplace platforms to be able to present their products to a larger audience. Thanks to marketplace application integration with Next4biz, companies of all scales can create solutions by automatically turning customer requests and complaints from these platforms into issues in Next4biz and managing them. This ensures that you do not have to log in to each marketplace application one by one and follow up on customer requests separately.

Next4biz alone is all you need to manage customer issues from all platforms!