Hierarchical visibility of Custom Ticket Statuses
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 the setting of a particular status by an agent. For example- in a refund request, the contact center agent must first verify that all proofs have been submitted, after which the ticket status can be set as "Proof Verified" and transferred to the Accounts department for the actual refund, who in turn mark the ticket as "Refund Initiated".
Here, in order to ensure both ease-of-use and aesthetics, the agent should only be able to view the ticket status available for them, and not the statuses used by other teams or queues.
The Ameyo Administrator can now create multiple custom statuses, duplicate them across all the queues, or even control the visibility of each status in each queue.
Enhancement in Acronym Feature
Businesses always look out for newer and more efficient ways to improve the productivity of their contact center agents. In order to provide a great customer experience, they want to make their customers’ waiting time shorter by using acronym features in their daily operations. For this, they may analyze the types of queries they’re receiving and may figure out the common ones that can be resolved by a standard resolution. For queries that require a standard answer, businesses provide their agents with some templates and educate them to use these templates.
With this enhancement, an agent would be able 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 ensure shorter chat handling and ticket resolution time while easing agents’ work with no need to remember acronyms.
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, Ameyo has 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.
Access to Custom Fields
Arm your field agents to edit the custom fields related to a particular ticket while providing service in the field. This helps the field agent to add precise details for the ticket that they are working on.
For instance, the field agent for water purifier servicing needs to update the parts to be replaced in the ticket information. As the existing information gathered by the customer service agent on call mentions replacement of Part A only but while on the visit, the field agent found fault in part B as well. For precise tracking on customer query, custom fields storing information for parts to be replaced need an update in this particular case.
Explore More Fusion CX →Provide End-to-end Context to Field Agents
Make it easy for the field agent to resolve customer queries faster by allowing them to access the ticket details and attachments such as attached calls, call notes, messages, and previous interactions with the customer. While the field agent is providing a service in the field, they can easily access the interactions between backend executives and the customer, enabling the field agent to derive the context of the conversation. With a detailed understanding of the ticket, the field agent will be able to resolve customer problems without any delay.
For instance, if a customer has reported a broken microwave processor, the agent can listen to the call recording and access the microwave pictures to be better prepared for the query handling and resolution.
Explore More Fusion CX →