Who Uses This Software?
Businesses needing multi-channel customer support software that allows agents to help customers over multiple communication channels, managing all of their interactions in one place.
Average Ratings3 reviews
- Overall 4.5 / 5
- Ease of Use 4.5 / 5
- Customer Service 4.5 / 5
- Features 4.5 / 5
- Value for Money 4.5 / 5
- Starting Price US$10.00/month
- Free Version No
- Free Trial Yes
Cloud, SaaS, Web
24/7 (Live Rep)
- Founded 2008
About Nextiva CRM
Nextiva Service CRM is a multi-channel customer support and customer experience software that allows agents to help customers over multiple communication channels, managing all their interactions in one place. With Artificial Intelligence tools, an intuitive rules engine, and database builder, businesses can automate workflows to save time and effortlessly gain insights from the data. Comprehensive experience scoring and patented SmartTopic technology give companies a holistic view of customers.
Nextiva CRM Features
- Calendar/Reminder System
- Document Storage
- Email Marketing
- Internal Chat Integration
- Lead Scoring
- Marketing Automation Integration
- Mobile Access
- Social Media Integration
- Task Management
- Territory Management
- Customer Segmentation
- Feedback Management
- Knowledge Management
- Multi-Channel Data Collection
- Predictive Analytics
- Sentiment Analysis
- Survey/Poll Management
- Text Analysis
Nextiva CRM Most Helpful Reviews
Reviewed on 21/03/2019
Accessible Enterprize-level Software
Comments: Overall I think we can say we are big advocates for the Nextiva software. It’s been important to our growth over the last 3 years and they are always developing new products that adequately address problems in many businesses. I appreciate both the quality of their work as well as how they work with their clients. It’s a partnership and they are very good at clear communication, clear expectations and fulfilling their side of the agreement. When issues arise, as they can, these are handled quickly and without any major impact to the business. They understand our business and our needs and are working alongside us to improve at all times. It’s a great culture, they have great people and the culmination of this has had a positive result for us.
Pros: We work with Nextiva for a number of their products. We first made the move to their VoIP service and had such a great experience we have since started using many of their other products, including email marketing, cloud storage and a few others. The Nextiva set up works very well for us as we’re able to get a service level that we didn’t think was possible for a business of our size. It’s important to us as we still need a customized set up but don’t have the budget for a huge implementation. Nextiva’s platform enables us to add on as we need and it has integrated really well with our existing systems and processes. From a training and onboarding standpoint, our team has been able to get up to speed quickly and that means we can realize the benefits of the technology investments fast. Our sales team is especially happy with the mobile app and the ability to work remotely with ease. It’s really made a difference to them and their performance. We are very happy with the overall offering and pricing of Nextiva’s products and they are a preferred partner because of it.
Cons: There was only one time that we had issues with Nextiva and that was due to a staffing issue they had on their side. It was an isolated issue with a new employee who was removed very quickly. We do not believe that this situation was reflective of the company and they were able to remedy very quickly.
Reviewed on 16/01/2019
Amazing service & platform
Comments: The overall experience with Nextiva was excellent. I can highly recommend them as a software service provider. The entire process was streamlined and professional. The staff were very knowledgeable and were able to guide the team here through all the necessary steps, they made smart recommendations that allowed us to avoid future problems, and they even made it enjoyable. We’re now working on the NextOS system and it’s been amazing to see how the team have adapted and how it’s impacted their work output. There are many process and procedure benefits to improving customer communication, tracking and projects and NextOS is allowing us to unlock a lot of value we didn’t know we could provide. People are happier and customers are noticing the difference. Until recently, I hadn’t really recognized just how important tools and systems are to our employees and what a negative environment had arisen as a result of the broken nature of our old services. Now that we’re working with the latest in AI and Machine Learning, we are seeing a real shift in the company culture. It’s super exciting what this system can do and we’re seeing it first-hand.
Pros: There are so many pros to Nextiva’s platform. We have been able to increase our business productivity, profitability and our communications processes, all with one new system. Nextiva have created an all in one platform that’s addressed our major communications issues and there have been a number of flow on benefits that we didn’t expect. It was really fast getting set up, our staff were able to learn the tools and get up to speed much quicker than expected. A lot of the implementation work was actually completed by the Nextiva service team, saving our team so much time and energy. Our costs have gone down, which is amazing and completely beyond our expectations. It’s really worth checking out. In the sales process we were able to understand and unpack which features we could use all with a simple demo call. It was all a lot easier than we expected. Oh I forgot to mention, we’re also using the Nextiva phone service. It’s been a while but we still love their VOIP product and the quality of the line from Nextiva is perfect, much better than our old provider. It’s worth having a look at if you need to explore phone services and want a more cost effective option without losing all the features and benefits.
Cons: I was involved throughout the entire process and I can honestly say there are no cons I think can of. Sorry, that’s not exactly helpful but for our business it was just a great fit technology wise.
Reviewed on 10/01/2019
Making a tough transition easy
Comments: In general, the business has been really happy with the Nextiva system, the final costs, timing and functionality all fit what we asked for upfront. As an older business, we know that this is a rare result and we appreciate that Nextiva was able to honor our requirements and make sure the solution was exactly as we needed it. Technology today is extremely more complex than when our business was founded and there is often a lack of respect for the simplicity, and often antiquated nature of how we did things (and sometimes still do) with Nextiva we felt that our contacts were able to meet us where we were and ensure that we got what we needed without all the time and energy spent on talking about ideals and how it “should be” we don’t have that luxury and as a profitable business we don’t need to and are unable to work in the same way as younger more dynamic organizations. We still have to service our customers and keep things stable and maintain high quality service. Nextiva was instrumental at improving where we needed to focus, and they did it without interrupting our core business. Our customers will gain from these investments and our business is better set up for continued growth and prosperity in 2019.
Nextiva have really made a hard transition much easier. Our systems were way out of date and we needed a high level review and rebuild of our existing coms set up. Not a small feat. The system we had been working with had not been updated for about ten years, at least, and the result was a Frankenstein. We had integrated various tools to drag out the lifespan of the existing system. The Nextiva team were able to come in and assess the situation as well as build a solution that covered all our needs. We were involved in the process and the result was an ideal case, something that we thought wouldn’t be possible given timing and budgetary constraints. Nextiva really came to the table with a complete and fitting solution. I can’t say how they do it but their team are really well versed in the technology. They understand the issues with making a transition and they’re obviously experienced they are able to foresee and offset issues before they come up. They are a full stack solution. I can’t recommend them highly enough. Another benefit of Nextiva is they have developed tools that are super easy to learn. This is big for us as we have to invest a lot of time and energy into training our staff on new software and technology.
. When tools are easy to learn and use as a first timer, it saves us a lot of money. We found the team were able to jump into the system, get online and get to work without any interruption at all.
Cons: The only con I can really think of is the lack of ability to integrate with some of our older systems. We had some tools we wanted to keep that we had updated only a couple of years ago. Unfortunately, due to their limitations we were unable to keep them as a part of our set up. It’s unfortunate as they were expensive and supposed to last for a long time. Plus, training and implementing new tools takes a huge effort so where we didn’t think we needed to we would have preferred to keep things the same. However, I think it’s a tough call because in our case there was the fundamental VoIP service that needed to be switched out and then all the services that connected onto that had to work too. In some cases, Nextiva was able to integrate but in others we had to launch another solution. I don’t think they were unreasonable; it was just a natural downside of large upgrade.
Reviewed on 30/12/2018
Full service coms software solutions
Comments: Overall the change went quite smoothly. I was very impressed with Nextiva’s customer service from when we first began to talk to them, through to the support team we are using for question now we are using the software. All of the staff we have dealt with were professional, friendly and helpful. I think it’s the level of service that differentiates Nextiva from other service providers with similar products. We had a few teething issues with our staff as they were learning how to use the system, but we got through all the training and have been really pleased with the features of the CRM. There are a lot of features that have had a really positive impact on our staff, and now that they are comfortable with the change and the software, their feedback has been really positive. The internal wiki in particular has really helped with increasing staff knowledge and prompting them when they are helping a customer, and the internal chat is a tool that we didn’t know we needed – much easier for our staff to communicate while they are talking to customers. We used to be put customers on hold if we needed to get input from other staff members, so it’s a lot better experience for our customers now. Once we went live with the new systems, Nextiva have continued to be responsive and helpful.
Pros: When we reached out to Nextiva, we weren’t entirely sure what level of solutions we were after. We knew our phone system needed an upgrade as it was very old and starting to get unreliable, but we weren’t convinced of the benefits of a CRM system instead of the manual customer service work flows we were using. I felt like the team at Nextiva really took the time to understand our business and help us work out what we really needed. We investigated multiple options and providers, but were really happy with the suggestions that came from Nextiva and felt that out of all of the providers we talked to, their suggestions were the best fit for us and our staff. They had the services we needed, at a price we could afford. We were initially looking at purchasing new phones, but Nextiva suggested hiring them, which was the option we ended up going with. It’s cost effective, and easy to upgrade in future if required. It was good that they helped us figure out the best option for us. The CRM system is very logical and our staff have found it relatively easy to learn and use. It’s standardized our processes, and has helped our support team become more efficient. There are a lot of great tools within the system which have made their jobs easier, and we’re really impressed with the level of reporting we can get without having to perform complicated queries. It’s also good to know that there are additional functions we can add on easily later when (or if) our business requires them.
Cons: Implementation, while reasonably straightforward, was still quite a lot of work for our business and we underestimated how much effort it would be to get our staff to adapt. We had to train them on how to use new phones (all staff), and (for our customer service team) the new CRM system. There was plenty of support from Nextiva, but our customer service staff found it a struggle to balance the training requirements for the new system against maintaining high service levels for our customers. Some of our staff were quite resistant to change as had worked in our business a long time. We used the ‘super user’ approach to training; Nextiva trained a few of our staff, who then supported the roll out to the rest of the team. It went well overall, but if we were to do it again, we would probably hire temps to fill the gaps while our staff trained to help with workload management. Our old process and system were mostly manual, and so it was a big learning curve for some of our staff that didn’t have great computer skills.
Reviewed on 30/11/2018
Nextiva - a great software partnership
Comments: We’ve been Nextiva customers for at least 5 years. It’s been a long road with them and we were one of the early adopters. A lot of what could be classed as “negative” I think in hindsight was due to the rate of growth and common young business realities. However, we stayed with Nextiva due to the service. The staff are trained well and encouraged to support clients to the best of their ability. They give the resources required to do a good job, which is really costly but so important. As they grew this part didn’t change, they’ve been able to maintain their amazing service model for many years. As they have released new products into the market they’ve given us demos and previews and asked for feedback, which we are happy to provide. It’s very obvious that they’re trying to build the right technology and want to make sure it’s addressing the core of a problem. They’re obsessed and it makes their products the best on the market. This is why we are always open to trying each new product. There is always something to learn and we don’t know how it could positively impact us. Once you partner with Nextiva you get the impression you’re being brought into something much bigger and it’s really exciting, and fun too.
Pros: The benefits of working with a company like Nextiva are really endless. First of all, they have great solutions for business communications and management tools. They are well crafted to address problems and they’ve been honed over many years and with many clients. The experience this organization has is baked into everything and that means the service is amazing too. They can see a problem and solve it before you’re even aware. It’s really amazing to see how they work. The team we work with has an intimate understand of our businesses specific needs and can proactively offer ideas and options for tools we may need in future. We’re not guessing and shooting in the dark anymore. Our technology roadmap has a solid foundation and a clear future. There are some newer tools, like the NextOS platform, that will be even more amazing than some of their originals like VoIP. With the NextOS platform, they have looked at their clients and what their needs are and developed something that’s truly cutting-edge. Making AI and Machine Learning available to small-medium sized businesses is something they can really be proud of and it’s going to have so many positive outcomes. It’s so much more than a CRM and it touches the entire business from frontline workers, to analysts and project managers, all the way up to the CEO.
Cons: This technology is quite demanding on a business. It calls for visionaries and trailblazers to envision how it could benefit, and then they must spearhead the work. Once live, the tools push for efficiencies and the transparent reporting makes it clear if there are people who are not pulling their weight. This can result in lots of organizational change. It’s important to understand how to handle this sort of information and enable your organization to adapt in the best way. Otherwise, I can imagine, there could be some negative outcomes too or at least unexpected one. Essentially, those that don’t like efficient and productive systems will not enjoy the way these tools change the business. It’s as simple as that. They also make the whole go-live process very streamlined and simple. You’re not left to work out how to launch like with some technology services. With Nextiva, they’re there with you every single step of the way. They do everything in their power to make it a successful experience. We did a project with another company a year or so ago and we realized we were used to the amazing Nextiva service which it turns out is actually quite rare. Really we just need Nextiva to be providing all our software! At least that’s my solution to the problem!