Jessica D.

We were fairly confident in our products, but we found it was really hard to track customer interactions and queries as we are required (just due to general customer expectations) to maintain multiple ways to get in touch with us. We found that while we were giving our customers really good service, it was hard to get a viewpoint of what the customers really wanted from us. If you asked our team dealing with chat on the website, they would have a different view of what our customers wanted than the teams dealing with customers via the phones. Capturing and collating and analysing all this data was becoming quite an expensive and also an inefficient option. We started researching what solutions there were, and stumbled across Nextiva.

Their NextOS system seemed like it could actually help us, given that the entire focus was related to making it easier for businesses to interact with their customers. By using NextOS, we were able to decommission 6 other systems which we were using to manage relationships with our customers. For the first time we have an entire clear picture of each customer's journey and interactions with us, and can get reliable data out of the platform. Implementation went much better than we could ever have imagined; we let Nextiva come up with a plan based on their experience, and they supported us every step of the way. Nextiva make a lot of big promises when you are talking to them about what they platform can do for you, but we've actually found that their platform delivers exactly what we need.
It's a Platform that would suit really large companies, as well as small-medium sized companies like ours. Because it's an off the shelf product it's at a really good price, but it feels like it's helped us operate like a much larger company. Overall, we're really impressed. If you are looking at Nextiva, I would recommend do your homework and ask as many questions as you can think of until you feel comfortable they seem to pride themselves on their service, and we found them really easy to work with. No question was too little or too silly, and it meant we went into the transition with a high level of confidence.