Ameyo Fusion CX is a 360-degree Customer Engagement platform with omnichannel interaction capabilities and a built-in helpdesk management system. It empowers its users with a single view of cross-channel customer interactions, end-to-end ticketing journeys, integrated knowledge base, holistic reporting, and monitoring dashboards.
At Ameyo, we invest in the right set of technology to enable our customers to keep up with the customer service standards. Every update that we introduce in our product(s) aims to free our users from tech challenges and glitches and ensure that customer journeys are made absolutely hassle-free. Scroll down to see what’s new in the 4.12 GA release!
New Product Updates with Enhanced Capabilities
1. Customer Resolution in Channel Addition Framework
A customer may reach a business via various interaction channels, and the business should be able to identify that this is the same customer reaching out through different channels. Identifying the customers on their various interaction channels enables businesses to have a contextual discussion across various communication platforms.
To ensure this, we’ve handled Customer Resolution in the Channel Addition Framework (a framework that allows businesses to add multiple communication channels to Ameyo). In addition, automatic mapping has been introduced in the system that also helps identify a customer having multiple accounts on a specific channel.
Let’s try to understand this with an example. Suppose ‘Joe’ in ‘Google Play Store’ is identified as ‘1234’, while in ‘Instagram’ his unique identifier is ‘5678’. With this enhanced CAF configuration, this can be easily resolved with automapping in the backend while reducing agents’ efforts, time, and iterations.
2. Enhancement in Acronym Feature
This new enhancement allows agents to send standard messages to customers for their common queries across all the social media, email, and other chat channels. Acronym feature will now function in improved ways:
- There will be a list of acronyms for an agent to search through, to get the right acronym in no time.
- There will be keyboard shortcuts for acronyms.
This enhancement in the acronym feature will also ensure shorter chat handling and ticket resolution time while easing agents’ work with no need to remember acronyms.
3. Hierarchical Visibility of Custom Ticket Statuses
New enhancements allow Ameyo Administrators to create multiple custom statuses, duplicate them across all the queues, or even control the visibility of each status in each queue. For instance, In any complex business process, a ticket may be passed between multiple teams before it can be resolved, or the request completed.
In such scenarios, the ticket transfer to another team might also be triggered by an agent’s setting of a particular status. So Here, to ensure both ease-of-use and aesthetics, the agent should only be able to view the ticket status available for them, not the statuses used by other teams or queues.
4. Facebook Review Management
Ameyo has introduced an enhancement that supports automatic ticket creation for any reviews left by customers. Businesses can now view any reviews and ratings left by customers and respond to them, ensuring enhanced customers’ experiences.
5. Enhanced Customer Experience via Twitter
Businesses want their customers to engage with them via their preferred social media platforms. Twitter is undoubtedly one of the most popular communication channels for many businesses. Earlier, agents could ‘Like’ a Twitter post via their unified interface; but with this enhancement, agents can also ‘Unlike’ a post on Twitter via their unified interface, ensuring an enhanced customer experience.
6. Edit/ Delete Social Media Responses
Social media is an essential avenue for businesses to build their brand value and prove their dedication towards a great experience for their customers in today’s world. Due to its ease of visibility, potential customers can also see any bad reviews or feedback. Thus, the quality of agents’ responses must be beyond reproach.
With this new enhancement, Ameyo now enables agents and supervisors to edit or delete responses made by the agent on social media, helping you ensure all public responses are up to the notch. It is available in native channels, like Facebook and Twitter, and CAF channels, like Instagram, Google Play, and YouTube.
7. WhatsApp Infrastructure Monitoring
WhatsApp for Business APIs is an important channel of communication between businesses and their customers because of the customer service and outreach features provided and the market penetration of WhatsApp. These APIs are an independent solution offered by Facebook and delivered via their Business Partners, including Ameyo.
Ameyo now provides a dedicated dashboard to monitor several metrics such as messages sent per second, latency, error rates, DB queries per second, etc. Administrators can utilize this dashboard to quickly view API performance, identify potential problems, or even configure alerts and notifications for any issues or threshold breaches, enabling them to take any remedial actions.
8. WhatsApp Template Sending Failure Notification
Sometimes it may happen due to different scenarios that a WhatsApp template sending attempt fails. There can be multiple reasons for such failures – the customer number is not registered on WhatsApp, the daily notification sending limit got exhausted, wrongly configured template, and more. This latest enhancement will allow businesses to capture and show these failure reasons and send notifications to users.
9. WhatsApp Template Language Selection
WhatsApp has recently (v2.27.8) changed the way the language of the template message is selected, as WhatsApp does not provide translations for templates automatically but instead requires translations from the business and then sends the alternate version of the template, based on the language specified.
With this new enhancement, Ameyo can now specify the language in which the template needs to be triggered, with the following deterministic approach-
1) if the agent or rule engine configuration specifies a language, use that
2) else as per customer preference
3) else from hierarchy configuration
4) else the default language
10. Video Attachment Support in WhatsApp
This enhancement allows businesses to send video templates to their customers and ensure improved engagement. The businesses can now create and send video templates (max file size should be 16 MB) to better understand their services and products. The admin can perform configurations in the rule engine and create rules for sending out the video templates. These templates, however, can only be added or removed by a support engineer. While earlier, only text, image, and document templates could be created and sent to the customers via the WhatsApp platform.
11. FB Messenger l Showing Chats from Different Pages of a Single Account
Businesses with multiple brands under one umbrella manage other brands under a single account. These businesses create various pages under a single account because of which the agents do not get to know the page name from which the chat was initiated.
With this new enhancement, Ameyo provides an option where the agent gets a system-generated message displayed in the chatbox that tells the page’s name from which the chat has been initiated. It is cost-effective and provides a good experience.
Want to get an overview of this month’s releases? Check more on 4.12 updates.
