Powerful data analysis and customer satisfaction metrics tools track every step of every support interaction. Scorecards and dashboards help you spotlight your best processes, find and remove bottlenecks, and even pinpoint flaws in the products you’re supporting. Most importantly, Nexus Interaction Analytics provide the information you need to continually optimize your library of Guided Paths.
Clickable dashboards let you better understand customer satisfaction drivers down to individual support interactions and enable you to take pro-active action to avoid churn. You can also analyze customer support rep or agent performance so you can discover who is delivering rock star service, learn from them, and leverage that knowledge across your entire support center organization.
Nexus data capture dives down to specific products, revealing trouble spots at the device level, including OS, apps and hardware. Product managers get the information they need to make their products even better.
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Provider Slashes Costs
with Rapid Deployment
Drag-and-drop functionality lets you build the right steps in the right order to create Guided Paths perfectly tailored to your specific support needs. Feedback loops let you quickly take what you’ve learned and incorporate it into new or revised Guided Paths for continuous improvement.
Problems deploying frequent changes are a thing of the past. Once you build a Guided Path, publish it with a click of a button. Instantly, every support team in every location is working with the same approved and up-to-date solution. Now, not only are you delivering consistent customer service no matter which agent gets the call, but training and coaching time are drastically reduced.
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