USEÂ CASE
Offboard customers end-to-end without switching screens, thanks to CRM integrations, AI inbox optimizer, and the Next Matter sidebar app.
The offboarding process doesn’t have to leave a bad impression. In fact, it can leave such a lasting impression that your customers keep you top of mind and share positive feedback with others. It all starts using the following key aspects of a successful offboarding.
Empower support reps to orchestrate offboarding end-to-end, without leaving their home support (CRM) system
Parse inbound emails using AI, launch offboarding automatically, and prefill support emails for speed
Whatever successful offboarding looks like to you, you’ll build it in here – decisions, follow-ups, integrations, and more
With a highly-customizable workflow automation, it’s possible to capture this process fully, and enable front line support reps to run it end-to-end, without leaving their CRM or ticketing system
Using CRM integrations and Next Matter's sidebar app, you can manage it all from one place.
Trigger new workflow instances directly from help desk tickets
Prescribe actions, track case workflow status, capture decisions, and more using the sidebar app – no need to leave your CRM to get things done
Send data from Next Matter to your CRM, to update communication threads, and update ticket statuses
Eliminate 80% of manual grunt work using the AI Inbox Optimize to parse emails for triage and prefill email templates automatically
Leverage Next Matter’s AI Inbox Optimize to parse inbound customer service email and trigger creation of the appropriate support workflow automatically. For instance, an inbound email mentioning “lost keys” will automatically recognize the issue and queue up a “Key Replacement Workflow” automatically.
At the same time, Inbox Optimize gathers relevant customer data points, summarize the issue, and pre-fill an email response template. Once the Service Rep approves the template, both the email is sent, and the automated workflow is triggered.
Use email automation and decision steps to make rescue attempts, or proceed with the offboarding
Make a rescue attempt! But if the customer is convinced, confirm the conditional action to proceed with the offboarding.
Document and timestamp every action taken, and retain all relevant documentation. Status changes will be sent to your CRM and updated in your database
Keep your customer informed with automated email updates throughout every stage of the process – without drafting a single email. Log all customer communications as conversations in their CRM contact record.
Close accounts, update your database, and orchestrate return of any leased materials
No turning back? No problem. Align all the relevant teams and stakeholders in parallel steps to process the offboarding and close the customer account
Arrange collection and return of any lent inventory (keys, rented equipment, etc.) with shipping service integrations (DHL, FedEx, UPS)
Use the CRM integration to update the custom record and mark the customer account as “closed” automatically.
Ready to level-up your customer support game for customer offboarding? Choose how you'd like to get started below.
