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Drive Exceptional Customer Support with an Advanced Helpdesk Software

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What is a Help Desk Software?

Helpdesk software is the main ingredient of amazing customer support. Without which your customer support is not just incomplete but also, practically ineffective. With the right helpdesk ticketing system, businesses can streamline customer conversations across multiple channels into one place, keep track of all customer requests, and engage with them on the channel of their choice to answer all their customer support queries effectively.

Who Needs Helpdesk Software

Who Needs Helpdesk Software?

Customer support department is the backbone of any customer-centric organization. However, having a service desk software is more than that. The best software for customer support is the one that allows your agents to prioritize queries, create tickets for every interaction while providing omnichannel customer support. Whether you are a startup, a mid-sized business or an enterprise, if customer experience is your priority – you need to have a customer helpdesk software solution in place.

How Can Businesses Use Helpdesk Software?

Benefits of Helpdesk Software

Support-Faster

Support Faster

A helpdesk software allows your agents to manage support queries from phone, email, social media, WhatsApp and chat by creating ticket for every interaction while providing data from previous conversations. 

Boost Efficiency

Boost Efficiency

A heldesk management software allows agents to prioritize tickets using sentiment analysis and other pre-defined parameters while automating your customer support process. Thus, allowing the agents to focus on more critical matters

Omnichannel-Support

Omnichannel Support

Since a helpdesk ticketing system automates ticket creation, you can offer support to your customers on their preferred channels such as voice, email, live chat, WhatsApp, Facebook, Twitter, Google’s business messages, etc.

Monitor-to-Improve

Monitor to Improve

Track important metrics that you need to measure agents’s performance with a good customer helpdesk software. Analyze the data to identify the gaps and draw actionable insights to improve your customer support process.

Encourage-Collaboration

Encourage Collaboration

A helpdesk management solution allows agents to view, pick, and work on tickets. Supervisors can see the tickets that are unassigned and assign them to agents. With visibility of who is working on which ticket/customers the team can work together to delight the customers.

Remote Customer Experience

Improve Customer Satisfaction

By automating and streamlining your support tickets, a heldesk software eases the agents’ burden and enable them to serve the customers better. A happy customer is a loyal customer and your best brand ambassador.

Why Ameyo's Helpdesk System?

360-degree-customer-view
360-degree View of Customer

Ameyo offers your support agents with a unified view of all the customer interactions on a single screen without having to toggle between tabs.

security
Enterprise-grade Security

Ameyo’s provides the most secure cloud-based customer engagement platform that is PCI DSS compliant with certified public cloud environments across India, APAC, Africa & ME

Flexible Deployment Options
Flexible Deployment Options

Set up a cloud-based helpdesk software or on-premise or a hybrid model based on your business requirement and growth plan.

Want to stay ahead of your Customer Support Problems?

Try the Best Helpdesk Solution for Your Business

Trusted by 2,000+ brands across 60+ countries

Create Customer Support Tickets for Multiple Channels

Create Customer Support Tickets for Multiple Channels

A customer helpdesk software allows you to manage your customer support across multiple channels. You can create a ticket for every interaction. Offer multi-channel support to your customers via chat, website, WhatsApp, Google, phone, and email, etc with Ameyo.

LEARN MORE ABOUT OMNICHANNEL TICKETING »

One-Stop Interface for all Activities

One-Stop Interface for all Activities

Use Ameyo’s unified agent desktop to allow your agents to carry out multiple actions in one window. The editable customer information popup, the ability to view complete ticket history to understand customer behavior along with communicating with other agents and supervisors in real-time while being active on multiple interaction channels not only saves the agent’s time but also increases their productivity.

LEARN MORE ABOUT UNIFIED AGENT DESKTOP »

Choose which Tickets to Serve First

Choose which Tickets to Serve First

Save your Agents’ time using auto ticket prioritization with configurable settings. Ameyo creates a Heat Index value for each ticket based on various fixed and dynamic parameters such as time to SLA breach, interaction sentiment, ticket status change, rule priority to help the agents prioritize which tickets they should attend to first, and improve customer satisfaction.

LEARN MORE ABOUT SENTIMENT ANALYSIS»

Automate Ticketing Operations

Automate Ticketing Operations

Automate internal & external ticketing actions based on dynamic triggers for time elapsed (time-based) or the occurrence of an event (event-based). Automate workflows for timely resolutions of tickets keeping the customer in the loop at each status change. Agents can also use canned email templates, public/private notes, and replies to social media posts while attaching files with tickets to boost agent productivity.

LEARN MORE ABOUT HELPDESK AUTOMATION »

Improve Visibility of SLAs & KPIs

Get Insight on Key Helpdesk Metrics

With Ameyo’s advanced helpdesk monitoring reporting tools supervisors can get visual reporting to gain insights on ticket status trends, the status of received, resolved tickets for a defined time period, and a comprehensive view of agent efficiency with key performance metrics. The one-stop dashboards with drilled down real-time view of the operational metrics allow the managers to keep an eye on various SLAs and take action before it’s too late.

LEARN MORE ABOUT HELPDESK REPORTING »

Ameyo-integrations

Maintain Conversation Context

Merge multiple customer interactions with the same context into one conversation with service desk software. This helps to maintain the context of the conversation and assist the helpdesk agents to better understand the complete history by getting a single view of all the interactions across the helpdesk management software and improve the quality of customer support.

LEARN MORE ABOUT INTEGRATIONS»

Features of a Helpdesk Software Made for Excelling Customer Support

omnichannel-call-center
Omnichannel Ticketing
Automation-rules-1
Automation
collaboration
Collaboration
Routing-Algorithms
Ticket Routing
Single View of Customer
Single View of Customer
Click-to-Call
One-click Integrations
Sentiment-Analysis
Sentiment Analysis
Ticket Resolvers
Ticket Resolvers
voicebot
AI enabled bots
Customized Reports
Reports and Dashboards




Ameyo Other Vendors
Strong CCI & Helpdesk Capabilities Only Helpdesk Capabilities
Limited IT Involvement High IT Involvement
Single Vendor Management Multiple Vendor Management
Easy Custom Integrations Highly Complex Custom Integrations
Omnichannel Routing Static Interaction Routing
Agent Quality Monitoring No Capability
Enterprise-grade Support Limited Support for Complex Use Cases
Unified Interaction & Ticket Reporting Only Ticket Based Reporting


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Brands Choose Ameyo

Star Star Star Star

Sankar Rao A.

Director - Products Ola

Ameyo software is being used as a CTI for Ola customer and partner support. The software has met the expectation of Ola and we were able to extend it to meet Ola's unique requirements.
Star Star Star Star Star

Shivam M.

Sr Network Engineer

Our connectivity increased with retry time and campaign settings.Working with AMEYO has a great experience mostly in terms of Customer support on any issues identified. Ameyo is economical. Its flexibility with interating different CRM and it will keep stable.
Star Star Star Star Star

Ehab M.

Head of Electronic Banking

Easy to use and customize application with excellent support team
Star Star Star Star Star

Mitesh S.

System Support Engineer

I like this software because of the capability to handle large numbers of call flows. I like the efficiency of this software like how it works and gave us the option to supervise the agents activity on a real time basis and the proper reports which helps alot to conclude many things.

The Ameyo Advantage

Leader in Customer Experience & Contact Center Solutions

Work from Home Ready with Ameyo’s Unique Offerings

Honorable Mention in Gartner Magic Quadrant for 3 Years

Work from Home Ready with Ameyo’s Unique Offerings

Awarded Frost & Sullivan Asia Pacific CCI Leadership Award

Work from Home Ready with Ameyo’s Unique Offerings

Deloitte Technology Fast 500 ASIA PACIFIC, 2014

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FAQs

With a helpdesk software the business can benefit in the following ways:

  • Improving customer support management
  • Automating their ticketing operations for all communication channels
  • Have contextual conversations using a single screen with all the relevant information
  • Take your customer support to the next level with self-service options
  • Have complete visibility of operations for real-time monitoring & reporting
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Sentiment analysis runs on the Natural Language Processing (NLP) technology and helps in evaluating the emotion in a conversation. This is particularly helpful for the customer service executives to gauge the mood of a customer and tweak their conversational tactics accordingly for higher customer satisfaction.

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Ameyo Fusion CX, the all-in-one helpdesk ticketing system allows you to automate ticketing distribution along with prioritizing them based on pre-defined parameters. You can also set time and event based rules to trigger a series of actions based on a number of events or time elapsed since an event occurred.

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Some of the must-have features for cloud help desk software are :

  • Omnichannel Support
  • Ticket Resolvers
  • 360-degree view of the customer
  • Self-Service Options
  • Knowledge Base
  • 24X7 Uptime
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The supervisors can view and manage contact center operations via the app but not agents in customer service helpdesk software.

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