Consider this – it has been sometime that you have set up your business; calls have started pouring in to avail your products and services. For the initial months, your reps are able to handle calls from customers and prospects with ease. However, as time progresses, you are utterly flabbergasted when you realise that these calls can be handled much more efficiently.
Once this realisation hits you, the most palpable question is – How can you attend numerous calls speedily and at the same time take customer experience and agent experience several notches higher?
This is a problem that most startups and small & medium businesses grapple with, once the products/services become crowd-pullers. And trust us when we say that we seriously understand the authenticity and magnitude of this problem.
Which is why Ameyo Emerge and Freshdesk have decided to come together to make things simpler for businesses wrestling with customer experience and agent experience dilemmas. This integration will allow brands to deliver superior customer engagement and attend to the ever-growing customer demands.
The heart of the problem is that customers these days have very less attention spans and are not patient enough to share details such as email id or order id, when they want to track, cancel or modify their orders. They expect your agents to have all the information with them once they call up your contact center.
Now, what If I told you that you will be able to identify your customer as soon as he/she calls up your contact center, without asking for any information from him/her? Yes, that is precisely what Ameyo Emerge and Freshdesk integration will help organizations to achieve.
How, you ask?
With Ameyo Emerge’s intelligent routing capability, an incoming call lands to the most skilled agent available. Thereafter, the agents can provide personalised experiences with the plethora of information at their fingertips, due to seamless integration with Freshdesk.
Furthermore, with the CTI Widget offered by Ameyo Emerge, Freshdesk users can address customer issues immediately in no time. The unified interface of the calling technology will streamline the ticketing system workflow, and thereby reduce the complexity of switching between platforms.
So, how will the Integration be a Blessing for Agents?
All the commotion around fetching customer details with minimum customer involvement, while on a call, will be a passé. With this integration, agents will be able to get customer details from the OMS (Order Management System) using CLI (Caller Line Identification/Phone Number), or the Order Number (if provided by the customer).
Once the customer’s details are found in OMS, agents can search for the contact on Freshdesk using the fetched customer details. If the contact is found, a ticket page pop-up will appear with pre-populated customer details & IVR menu selections, for example – complaints, new orders, or queries regarding delivery etc. Otherwise, agents can easily create a new contact on Freshdesk with the fetched details on OMS.
If the call is regarding a previous ticket, agents can simply close the newly opened ticket and open the previous ticket. During a call, agents can also jot down notes on Freshdesk notes. Moreover, agents can use the dispose button on Freshdesk Ticket page, with additional notes. The selected disposition first changes to ‘disposition dropdown’ on Freshdesk UI, and then pushes this selection to Ameyo. Disposition in Ameyo is done with the selected values.
Once the call ends, the selected disposition, note and voice logs, with all the call details are pushed to Freshdesk from Ameyo Emerge using API. Voice logs with call details are added as ‘notes’ on Freshdesk.
With this integration, organizations can foster increased agent efficiency with high ticket volume management, along with comprehensive reporting capabilities. The unique synchronization eliminates the need to submit the call disposition outcome on multiple platforms, thus removing human errors and maintaining consistency.