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to respond to dozens of customer queries in a day, where agents can sometimes make mistakes such as a typo, or relaying outdated information.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.
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.
