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Ameyo Callversations

Creating the Next Generation Outsourcing Centers in Bangladesh

 

Topics: contact center contact center software contact center technology

What is a Help desk Ticketing System and Why is it Important?

Organizations work hard towards maintaining their bottom line. Since the time organizations have started understanding the what and how of customer experience, they have been promoting a customer-centric culture. Simply put, customer-centricity refers to putting the customer at the center of what you do. Even, Gartner has declared Customer Experience as the new battlefield. Acknowledging the need to improve customer support and satisfaction is not enough. The organizations need to put in place the right measures to achieve the goals of delighting their customers.One of the most important ways of doing that is by having a Help desk Ticketing System. 

Topics: Helpdesk customer support help desk ticket management service helpdesk case management

How to Delight Customers & Streamline Helpdesk Support with Smart Ticketing

Customer support is an integral and pervasive part of the business and it is crucial for the helpdesk support team to deliver the best service possible to customers. But this is easier said than done! Picture a day in life of a customer support representative (CSR) and imagine the level of stress that an overflowing inbox with support tickets can result and eventually hamper the work efficiency.

Topics: Customer Service Customer Experience Software Customer Support Helpdesk

How To Drive Your Organization Towards CX Maturity

As per a Mckinsey report, “70% of buying experiences are based on how the customer feels they are being treated.” This means that customer experience matters more than ever before. CX consulting firm Walker also forecasts that by 2020 customer experience will take over price and product as the key brand differentiator. This is forcing enterprises to take CX more seriously. But despite all the talk, the ground reality suggests otherwise. A recent Forrester study claims that “the average customer experience (CX) is getting worse, not better”. The primary reason for this gap is that enterprises fail to engage their employees “more intimately with the CX process”.

Topics: cx strategy Customer Experience Software Omnichannel Customer Experience, ROI cx maturity

How to Overcome Technology Challenges In Omnichannel CX

 

Topics: challenges Customer Experience Software call center technology call center improvement Customer Support omnichannel solution omnichannel software ticketing system, sentiment analysis

Disrupting the Banking Sector:  FinTech vs Traditional Banking

The banking sector has seen its fair share of controversies and scandals. This has led to the public losing confidence in the traditional banking system. As if right on time, the Financial technology (Fintech) entered the market and is gaining a strong foothold in the industry. So much so that, there have been claims of it being one of the biggest disruptors for the traditional banks in the recent past. 

Topics: banking experience financial institutes FinTech banking sector fintech vs traditional banks

Chabots-Ready to Overtake Customer Service in a Big Way (Infographic)

Lately, if you have contacted with your broadband provider or your bank, there is a very good chance you may have interacted with a bot, rather than a human agent. Chatbots are taking over customer service in a big way. And there is a good reason for that. The technology wonder is not only going to save enterprises billions of dollars, it is also expected to transform the  customer service landscape. AI powered Chatbot for customer service enables businesses to engage with the customers better and has an incremental role is improving customer experience (CX).

Topics: customer experience chatbot customer satisfaction customer experience trends AI

Re-Inventing Ticket Management System with AI

For a business or service provider, nothing is more painful than being slammed for slow and inactive customer support by their customers. And this is even more true in the era of social media. Any negative experience and a customer is more than ready to tag the company or service provider on social media channels complaining about the issue. Slow and delayed response not only leads to negative customer experience, it can also impacts sale and revenue of a business. After all, social media reviews have a profound influence on buying decisions of tech savvy customers.

Topics: customer experience customer experience strategy ticketing system, ticketing management heat maps AI sentiment analysis

Role of IT in Delivering Omnichannel Customer Experience (CX)

What is the definition of a true omnichannel customer experience? The answer is consistency. Customer today are more powerful than ever before. They demand greater degree of personalization, wider choices in communication channel and quicker response time. However, in the absence of cross department or cross-channel communication, omnichannel channel customer experience can be dampened. This is mainly because of poorly integrated systems.

Topics: customer experience omnichannel solution