NexfabraCustomer Service
Requests, complaints and resolution tracking
Customer Service
Bring customer requests from every channel into one record; every request has a clear owner, time and outcome.
Requests arriving by phone, email or web form merge into a single record, with the customer’s past orders, service records and earlier requests on the same screen. Agents never make customers start from scratch.
In Nexfabra you define request types and resolution steps around the way you work, and business rules automatically escalate overdue requests to their owner and manager.
What this solution can do
One record per requestRequests from any channel link to the customer’s 360° history.
Assignment and priorityRules route requests to the right team by type and priority.
Time limits and escalationRequests past their resolution time move up automatically.
Resolution reportingVolume, resolution time and recurring topics tracked with dynamic reports.
What it delivers
- No request is left without an owner
- Customer history in front of every agent
- Recurring issues become visible
Related solutions
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See Nexfabra in your business
Let’s review your processes together and show, in a live meeting, how Nexfabra would be composed for your business. No pressure, no commitment — understanding first.