Preview attachments in Field Agent App
The Ameyo Field Agent mobile application enables last-mile service/ collection use-cases for the business. This application is installed on the field agent's mobile phone, which often, is a very basic entry-level smartphone, with limited memory.
In such scenarios, it can be very inconvenient to first download any attachments in the ticket and then remember to delete them once viewed, due to the limited storage capacity of the phone, as the field agents may lack the technical skills necessary. It can even be a compliance risk as the attachment may contain sensitive information.
To overcome this potential inconvenience, Ameyo now enables agents using the Field Agent app to preview any or all attachments in the ticket, without the need to download them.
FB Messenger l Showing Chats from different pages of a single account
There are businesses that have multiple brands under one Umbrella brand and are managing other brands under a single account. These businesses create multiple pages under a single account. The agents do not get to know the page name from which the chat was initiated. Thus, Ameyo is providing an option that has good experience as well as cost-effectiveness. When the agent receives a chat message, a system-generated message is displayed in the chatbox that tells the page from which the chat has been initiated.
Once the chat is disposed of by the agent, the Source Page field, on the ticket info screen, specifies the name of the page from which the chat was initiated. The Source Page can be clicked on and the user will be directed to that FB page.
The same data is also available in the chat history table.
Explore More Fusion CX →Showing actual time of a Facebook post and comment in ticket messages
Businesses need to revert to customers’ messages within a certain period of time. For agents, knowing the actual time when the ticket was created by the customer allows them to acknowledge accordingly.
In the case of a FB post, both the actual time - when the post was created by the customer on FB, and the time when it was created on Ameyo’s app server are displayed on the agent’s screen.
The time displayed against the post is the time when the post was created on Ameyo’s app server. When the agent hovers over this time, the time when the post/comment was created by the customer on FB is displayed as a tooltip. This will help agents to send responses to customer queries in an appropriate manner.
Edit/ Delete Social Media Responses
Social Media is an important avenue for businesses to build their brand value and prove their dedication towards a great experience for their customers. Due to its public nature, any potential or existing customer can view previous conversations with other customers, both good and bad. It thus becomes imperative that the quality of agents’ responses should be beyond reproach. However, an agent's day s very hectic, requiring them to respond to dozens of customer queries in a day, where agents can sometimes make mistakes such as a typo, or relaying outdated information.
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.
This feature is available in native channels, like Facebook and Twitter, and CAF channels, like Instagram, Google Play, and YouTube.
Facebook Reviews Management
The Facebook Recommendations feature, available to official Facebook Page/ Fan Page owners, enables customers to provide ratings to the page and leave reviews. These reviews and ratings are then displayed in the Reviews tab, providing businesses to gain their customers' trust and boost sales and NPS.
Ameyo now supports automatic ticket creation for any reviews left by customers, so that you can now view any reviews and ratings left by customers and respond to them, ensuring enhanced customers' experiences.
Multiple Chat Channels in a single campaign
Businesses that offer multiple entry-points to their customers on their website(s)/ mobile applications(s)/ social messaging platform(s) from which to initiate a chat conversation, often utilize the same group of agents to cater to these requests. In such scenarios, the Agent should clearly be able to identify the entry-point of the customer so that the context of the conversation can be maintained.
Ameyo now enables configuration of multiple chat sources into the same campaign, so that the same group of agents can respond to customers across multiple accounts of the same type (different websites, different Facebook accounts, different Whatsapp for Business accounts), while being able to clearly identify the source.
Default chat messages in the selected language
Many businesses allow their customers to select their preferred language over the website or mobile application chat. The customer can then proceed to chat with the chatbot or live agent in their preferred language, however, default system messages such as <Agent> has joined the chat, or the next available agent will join the chat, were standard across all languages.
These default system messages can now be customized for each supported language, to adapt to the region or language-specific mannerisms, for a more personal touch.
Download all Attachment Functionality
There is a possibility that a customer uploaded multiple attachments with a ticket. In such scenarios, the agent may want to download these attachments. Earlier, the agent had to download these attachments one by one, which was a tedious task.
Now, the capability to download all attachments with one click has been provided. The agents can download all attachments from one place. A download icon has been provided in the ticket listing bar, through which the agents can download attachments in the zip format.
This will help to save time and improve efficiency.
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 were able to ‘Like’ a Twitter post via their unified interface, with this enhancement in place, agents can also ‘Unlike’ a post on Twitter via their unified interface. This will ensure an enhanced customer experience.
Video Attachment Support in WhatsApp
This enhancement allows a business to send video templates to their customers and ensure improved engagement. Earlier, only text, image, and document templates could be created and sent to the customers via the WhatsApp platform. Now the businesses can also create and send video templates (max file size should be 16 MB) for a better understanding of their services and products.
The admin can perform configurations in the rule engine and create rules for sending out the video templates.
