Frequently Asked Questions
Find answers to the most common questions about NexusX CRM.
General
What is NexusX CRM?
NexusX CRM is an open-source customer relationship management system designed specifically for customer support teams. It includes built-in quality assurance tools, customer surveys (CSAT, NPS, CES), AI-powered features, and an external chat widget - all without per-user licensing fees.
Is NexusX really free?
Yes! NexusX is open-source under the MIT license. There are no per-user fees, no feature restrictions, and no vendor lock-in. You only pay for your own hosting infrastructure (servers, domain, etc.). Compare this to HubSpot ($90/user/month) or Salesforce ($165/user/month).
How does the QA system work?
Our QA system automatically monitors ticket closures for resolution proof. When an agent closes a ticket, the system scans customer messages for keywords like "thank", "resolved", "fixed", etc. If no proof is found, the ticket is flagged for QA review. This helps ensure tickets aren't closed prematurely and maintains service quality.
What makes NexusX different from other CRMs?
Three things set us apart:
1. Built-in QA System - No competitor has automatic closure validation and resolution proof detection.
2. Customer Effort Score (CES) - We support CES (1-7 scale) for churn prediction, something no other CRM includes.
3. No Per-User Licensing - Pay for infrastructure only, not software licenses.
1. Built-in QA System - No competitor has automatic closure validation and resolution proof detection.
2. Customer Effort Score (CES) - We support CES (1-7 scale) for churn prediction, something no other CRM includes.
3. No Per-User Licensing - Pay for infrastructure only, not software licenses.
Technical
What are the system requirements?
NexusX requires PHP 8.0+ and MySQL 8.0+ (or MariaDB 10.4+). It runs on any web server that supports PHP (Apache, Nginx, LiteSpeed). Recommended: 4GB RAM, 2+ CPU cores, and SSD storage for optimal performance with large datasets.
Can I self-host NexusX?
Absolutely! That's the point. You can host NexusX on your own servers, a VPS, or any cloud provider (AWS, DigitalOcean, etc.). Your data stays on your infrastructure, giving you full control and compliance with data privacy regulations.
Does NexusX support multiple tenants?
Yes! NexusX has native multi-tenant support. You can run multiple separate customer organizations from a single installation, each with isolated data, custom branding, and their own settings.
Is there an API?
Yes! NexusX includes a comprehensive REST API with JWT authentication. You can integrate with other systems, build custom integrations, or develop mobile apps. The API is documented at /api_docs.php.
Surveys
What survey types does NexusX support?
NexusX supports three survey types:
• CSAT (1-5) - Classic customer satisfaction rating
• NPS (0-10) - Net Promoter Score for loyalty measurement
• CES (1-7) - Customer Effort Score, unique to NexusX, measuring how easy it was to resolve the issue
• CSAT (1-5) - Classic customer satisfaction rating
• NPS (0-10) - Net Promoter Score for loyalty measurement
• CES (1-7) - Customer Effort Score, unique to NexusX, measuring how easy it was to resolve the issue
How are surveys triggered?
Surveys can be triggered automatically when a ticket is marked as resolved. You can configure per-tenant which survey type to use, whether to require keyword validation, and customize the survey appearance. Manual survey sending is also supported.
What is Customer Effort Score (CES) and why should I care?
CES measures how much effort a customer had to expend to get their issue resolved. Research shows CES is a better predictor of churn than CSAT or NPS. A low CES score (easy resolution) correlates with higher customer retention and loyalty. NexusX is the only CRM with built-in CES support.
Chat Widget
How do I add the chat widget to my website?
Simply add two lines of JavaScript to your website:
<script src="https://your-crm.com/widget.js"></script>
<script>NexusWidget.init({apiUrl: 'https://your-crm.com'});</script>
Can I customize the widget appearance?
Yes! The widget can be customized with your brand colors, positioned anywhere on the page, and configured to match your branding. You can also set custom greeting messages and operating hours.
Where do chat messages go?
All chat conversations are automatically saved to the NexusX CRM with full customer context. Agents see the chat history in the ticket view, allowing them to provide personalized support without asking customers to repeat themselves.