Customer service automation with Next Matter

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Solution for quality and efficiency

Customer service is always a big topic and a cornerstone for each business. Research shows that customers are more willing to forgive product issues if customer service is top-notch. Failing support discourages further use, no question about it.

That’s why automating customer services lies at the bottom of great quality and customer satisfaction. Workflows run smoothly, steps are completed in a predictable sequence, your support agents are reminded about their upcoming tasks and deadlines, and nothing falls between the cracks. This way the services offered are efficient, streamlined, and fair and you’re getting great reviews online.

With Next Matter you can build tailored workflows that are:

• Customized: you can shape the workflows to match your process, and not vice versa
• Dependable: you can trigger them automatically and run them for hundreds of customers at the same time
• Verifiable: every instance is an exact mirror of what happened, when, and who was assigned to the task. You can also check how long each person spent on a task
• Transparent: you can see the entire process as a flowchart. This way you can tweak and streamline it
• Holistic: you can build steps and forms for internal as well as external use

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Workflows for customer service

Can’t see the workflow you need? Let us know!

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Features that do the trick

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Building workflows

Our clients make use of the following features:

• Forms and external steps: build comprehensive forms for clients to fill in their details without logging in. Learn more…
• External API to build integrations: integrate any software that works with REST API and send data to and out of workflows, track shipments, and backup data. Learn more…
• Instruction steps: create detailed instructions for teams on how to proceed and what actions to take. Learn more…
• External portal: build customer hubs so that specific forms can be found in no time
• Integrations and templates: connect to external tools using REST API and build workflows with ready-to-use presets. Learn more…

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Running workflows

• Deadline and task notifications: notify team members that a deadline is approaching and inform them about assigned tasks. Learn more…

• Automated emails: send confirmation or invoice emails to clients automatically based on triggers or conditions. Add permanent or one-off attachments. Learn more…

• Webhook triggers: start workflows automatically whenever a trigger comes from an external tool (such as a new ticket in Zendesk). Learn more…

• Front plug-in: speed up your work by opening Next Matter inside the Front app. Learn more…

• Zendesk integration: start workflows automatically when a Zendesk ticket is created and send data to and from tickets. Complete tickets from within Zendesk. Learn more…

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Streamlining / Optimizing workflows

• Data breakdown: see how long teams and users spent on steps to see what can be improved. Learn more…
• Data export: export data from instances to an external database. Learn more…

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Next steps