Here’s the one challenge that every customer support representative faces, possibly multiple times in a day.
“Which Support Ticket Do I Solve First for Maximum Work Efficiency?”
This is the eternal dilemma for every agent work on a daily basis. With the increase in the number of interaction channels and mediums, the amount of data inflow has increased exponentially over the last few years. It has become a challenge to prioritize the huge influx of tickets, and a great deal of time is lost in the decision making process. Agents need to mentally crunch multiple factors to decide on which ticket to address and prioritize on the critical & important ones. In case a critical ticket (like processing request from a high value client) is missed out, it would result in the loss of an opportunity.
Imagine if there was a customer experience system which could take these various variables into account and automatically prioritize case management tickets for you to take action upon. No more wasting time on manual decision making when prirotizing service-related tickets. Ameyo Heatmap empowers agents to focus more on addressing the most frequent customer issues more efficiently.
Ameyo Heat Map for Smarter Case Management
Launched recently as part of the FusionCX, an all-in-one omnichannel customer experience solution, heat map assists the agents by delivering the next best ticket by assessing various factors like ticket status, ticket priority, etc. The heat map solution takes such factors which are relevant based on the industry and creates a color coded heat index. The heat index represents the importance or criticality of the ticket and how urgently it needs to resolved. Below is a picture of the agent interaction history and various tickets raised against them. The tickets give details of source, customer & agent name, ticket SLA’s, and others – along with the associated color-coded heat index. The heat index – red, orange, yellow, or Green in color – signify the importance and criticality of the tickets in the descending order.
Auto-Prioritize Service Tickets: How Heat Map Index Works
Ameyo enables businesses to customize various key factors which are important as per their industry to be injected into the heatmap for analysis. For example, in case of banking industry, the net worth of an individual is an important factor and will have to be taken into consideration – whereas it might not be that relevant for a business operating in Food Delivery industry.
By default, FusionCX analyzes factors like status, SLA, Priority, Number of Unanswered Queries, and Customer Sentiment to help agents with the next best available ticket to be addressed. The business assigns a weightage to each of factor based on varying degrees of importance – and as per the status of the ticket – these factors are internally rated on a scale of 0 to 1 (with 1 being top-priority). Post this, a value between 0 and 1 is passed to the system to assign a heat index color code.
The below table gives a glimpse into the weightages and how a ticket is assigned a color code:
|
|
Weightage |
Subfactor (0 to 1) |
||
Status |
10% |
New |
Open |
Closed |
SLA |
40% |
FA |
FR |
Resolve |
Priority |
30% | High |
Medium |
Low |
Unanswered Queries |
5% |
0 -1 |
1-3 |
>3 |
Sentiment |
15% |
Based on text analysis, a value between 0 to 1 is assigned |
||
Heat Index |
Green (0-0.25) |
Yellow (0.25-0.50) |
Orange (0.50-0.75) |
Red (0.75-1.0) |
Imagine a customer (of high priority) reaches out to the customer service team for the very first time regarding a particular problem he is facing. A support ticket is created by the front office for the back office to act upon. When the ticket is opened and a response is provided (considering the customer query has no aggravated text and is pleasant) – the heat index ranges more than 0.50 and is color coded orange. The tickets are refreshed in real time and the heat index gets updated every 5 minutes. As soon as action is taken, the heat index is changed and the color code is assigned accordingly. The Smart Mode feature available within the ticket list view, sorts the tickets according to heat index, enabling agents to spend more time solving customer queries and delighting customers.
The Heat Map feature eliminates the need for the customer experience executives to decide on which ticket to address though advanced intelligence thereby delivering enhanced performance and high ticket coverage. The heat index ensures that no critical tickets are lost in translation, ensuring great customer service experience and optimization.
What’s Your Smarter CX Strategy?
