Nextiva

We are new to Nextiva with 13 users as of August 2020. I want to start out by saying everyone I have talked too have been very pleasant and professional.

From the start, the sales process was great. I could tell Nextiva wanted my business. After signing the documents needed to get started, I was placed with “Onboarding”. I was never told how long onboarding would take, however to my surprise it took much longer than expected, about a month. A target date was established for going online, September 7th. That did not happen for another 2 weeks.

Although, we are currently using the system, I found out today that my lines have not been submitted to be ported yet, even after submitting the proper documents 4 weeks prior. Basically “On Boarding” felt very cumbersome and took a long time with little communication. I was hoping to be on the new system within in a couple of weeks.

Customer service so far has been terrific and the service itself has been very good with a lot of great features to upgrade what we had.
I would recommend Nextiva.

I just had an excellent support experience with Serhii Nazarenko of Nextiva. He went above and beyond in 1.) quickly fixing the issue I called about, and 2.) helping me better understand the relevant advanced functions for managing my business’s call load during these difficult times. Thanks Serhii!

So set up really wasn’t a con because of two great women in customer service that helped me get all my phone up and running while we were in clinic seeing patients. Big thank you to Daria M and Anna B they deserve a raise for the patience and time they spent with me today. The app is great so when not in the office I can still receive messages and call patients back. Really looking forward to the app benefits.

I took over managing our phone system and had no idea how it was set up. Needless to say , I have had to call support frequently. I love it when Justin Smith is my support person. He makes the call go smoothly, always has answers and shows me how to do things on my own. Whenever Justin is on the line, I know that the call will be productive. He goes above and beyond.
With that said, everyone is very helpful at Nextiva. I have never had any issues at all. Justin just always does something to stand out a bit.

Quinn was incredibly helpful and responsive with my set up issues. I had to go through 2 techs before getting to Quinn who was able to resolve my Smart Label keys. Overall my experience has been great and I can tell that Nextiva cares about their customers. The only downside with the service is that you won’t have the ability to configure Labels for your Custom Keys / Extensions. Supposedly this is going to be corrected with a future firmware update, but there is no current timeline for when it will be released.

Love the 24/7 support! Justin Speilbach stayed on the phone with me aide in enabling the features and settings I desired for our phones. Very patient and attentive. Nextiva’s support is phenomenal. The support team will always follow up with you until any problem is resolved. Con: I did feel that the Onboarding and Implementation processes were rushed. I know they put us on the “Fast Track” but it is very hard to rush into something new when you, as a customer, are still realizing each feature that Nextiva offers has potential or efficient use in different areas of the company.

I have given Nextiva a thousand opportunities to do better but they consistently disappoint. We have had more issues in the past year than I can even count. Contacting support is a giant time suck. I usually start by attempting to send a chat request. Oftentimes my message will go unanswered and then the chat will close due to inactivity. Other times if I’m actually lucky enough to get a human response, I will be transferred back and forth between departments and have to continually re-explain my reason for contacting. I have also tried getting support over the phone and lately will sit on hold for 10 minutes or more before opting for the call back option, knowing that there’s no guarantee I will actually receive a call back. On top of all these issues, Nextiva recently decided that only clients of a certain size qualify for a dedicated account manager. For all our years as a customer, we had our own account manager who, if we were lucky, could assist us in resolving issues in a more timely and efficient manner. Now that we have none, I’m forced to spend hours of my work days desperately trying to find someone within Nextiva who can help me, and usually the reason for my contact is some mistake or failing caused internally by Nextiva. If it was up to me we would not continue business with them.

I spoke with Miguel in customer service. He spent a significant amount of time on the phone with me. He helped me set up my account and walked me through the features that I will be using most often. We established the app on my mobile device, he walked me through the voicemail feature, and faxing. I highly recommend nextiva. Friendly & professional staff willing to help.

Thank you so much Jason ( Oleg Stogov ) and Konstantin ( unfortunately, I don’t know your last name ) for your attention, understanding and problem solving!  You resolved our issues in short time, all our phones with extensions are working now, next time when we will open a new account, hopefully we will work together again!

Very good customer service!