It is always exciting to interact with our customers and know their thoughts about our product line. It gives an opportunity to collect their feedback and check out all the possibilities to bring out a better version of our products accordingly. While it helps us get the reality check done with different industries and teams using the same product with a lot of different aspects, it also gives a sheer scope of embracing a number of expectations and molding them all together to re-shape our products for unbeatable usability across industries.
Here we are with yet another set of such amazing product updates to help you work, monitor, and earn more with a great customer experience.
Interact with your customers via Instagram Direct Messaging
With the latest product release, Ameyo gets you to interact with your customers via Instagram Direct. This, certainly, is going to catch your eyes if you have a good customer base of millennials who find it more convenient to talk to a business via Instagram.
With this feature in place, you will be able to interact with your customers via Instagram Chat, create tickets out of these interactions, track these tickets, and take necessary actions on them. In order to make it easier and faster to analyze for a business, we’ve introduced ‘Instagram Chat’ under different monitoring and reporting screens. We got so many requests for this particular update and we hope it will work for your business too.
Hide or delete customer posts from your social media page
Social media is an open platform for your customers to appreciate your services and products as well as for deteriorating your brand reputation in a few clicks. At times a business is unable to meet the expectations of their customers or encounters a bad customer experience due to delayed delivery, faulty product delivered, delayed customer support, or any other known or unknown reason. Such scenarios are really critical for any business nowadays as customers can make you or break you in seconds on social media. For instance, assume a customer booked an Ola cab and forgot his belongings in the cab. He tried connecting to the driver but due to bad network, was unable to reach him. He then tried calling Ola’s customer support to connect him to the driver but he was put in a waiting queue. All this collectively made the customer frustrated and ruined his customer experience. He ended up writing a post on Ola’s Facebook Page using foul language. This post could get viral in no time and could drag the company’s brand reputation substantially down.
To avoid these defaming posts and comments, Ameyo comes up with a feature that allows businesses to hide or delete posts and comments by their customers. The details about the deleted post or comment will be stored with certain important parameters, such as:
- Details of the post
- Details of the agent who deleted the post
- The time of post deletion
This is a configurable feature and is again incorporated on demand and is likely to help your business too.
Easy searching of tickets even when the ticket source id is removed from the subject
There has been a provision of global ticket searching corresponding to a call within Ameyo. However, in some cases, we realized that if the subject of a ticket is changed or the call or source id is mistakenly removed from its subject, the ticket could not be searched.
Considering such scenarios, we’ve come up with this solution which includes the call or source id of a ticket within the ticket body or messaging instead of its subject. This small update brings a lot of sense to ticket searching in uncommon circumstances.
Amendment in call disposition method
In Ameyo, there are two levels of dispositions – Disposition Class and Disposition Code. This two-level disposition is really helpful for contact centers in every domain and saves a lot of operational time for agents. However, the existing disposition method works with a single drop-down where the agents have to search for the disposition class as well as for the disposition codes in order to dispose off the call.
To make it even faster and easier for the workbench users, we have introduced an amendment to this method by bringing in two dropdowns instead of one. With this new update, the user doesn’t need to search and scroll for the relevant disposition class and code provided in the common dropdown. With two dropdowns – one for disposition class and another for disposition code in place, the users can save their time and improve their productivity.
Locale language support for BYOB approach
When you’re providing customer support from your official website, requests can arise from anywhere – in any language. For this, it is important that the chat feature should understand the language that is selected by the customer. Earlier, webchat used to understand the language but with bot integration cases, the language was not understood by the bot. To solve this, we realized the need for locale support for BYOB approach to ensure that the bot is understanding the language preference of the customers and can pass it to Ameyo as well.
For instance, suppose there is a website named XYZ that uses a chat interface for customers developed by a Bot provider. When the chat is initiated by the bot, it asks for the customer’s preferred language (and says type 1 for English or type 2 for Arabic). Let’s say the customer chose Arabic and continued the chat, now when the chat is transferred to an agent, the Bot should be able to pass the language selection information as well as all the system-generated messages in the selected language.
Efficient supervision with visibility of voice player while scoring a call
With this new update, supervisors and analysts will have access to the call recording player in the QA modal while scoring the call at the same time. This eradicates the need of closing the QA modal and listening to the call recordings and increases the efficiency of the analyst or supervisor to score the calls.
These were some of the major highlights of new features and updates that we’ve brought up in our latest release. We’re sure you’ll definitely love them and would like to know more about them. Having one or more of these features in your contact center, you can get to see improved efficiency and productivity with significant ease in getting hands on them.
We’ll keep you updated on more of such amazing features and updates coming up in the system in our subsequent releases. Hope you felt like investing your time in something good reading this blog, stay tuned for the next one!
