Customer Support Ticketing System
Streamline your customer support with an automated ticketing software that converts the customer queries coming from multiple channels into tickets
What is a Ticketing System?
A ticketing system or customer support ticket system automates the management of customer interactions from different channels. A help desk ticketing system not just brings in conversations from multiple channels (email, social, phone, video, Google’s Business Messages, webchat, and SMS), but also maintains the context of the conversation in a unified manner which makes customer support seamless and effective.
An omnichannel ticketing software increases business efficiency, allowing the customer support representatives to track, prioritize, and resolve customer support queries within a single intuitive interface. Regardless of where the conversation starts, the contact center agents get a holistic view of all ticket-related information in one place.
How does a Ticketing System Work?
A ticketing system records all the interactions coming from different channels and creates a ticket for each interaction in the ticketing system. These tickets can be referred by both the customer and the agent to initiate or process any query at any stage of the customer’s journey.
All the tickets are logged in the ticketing system to preserve the conversation context. These tickets can be merged and split as per the use case requirement.
Why do you need a ticketing system?
Adding a ticketing system to your helpdesk allows your agents to work more efficiently in the following ways:
Managed Omnichannel Interactions
Help desk ticketing system empowers you to offer omnichannel customer support by managing conversation from multiple channels such as email, voice, video, social media, in-app chat, webchat, and google’s business messages.
Improved Efficiency
A ticketing system ensures that your agents are focusing on important tasks such as resolving customer complaints and helps you automate other tasks like ticket assignment, ticket creation, etc., to improve efficiency.
Integration Capabilities
An efficient cloud ticketing system integrates with various CRMs– in-house as well as a third party to ensure easy access to information for the agents. Also, with all the relevant customer information, the agents can have qualified conversations with the right context and resolve issues faster.
Self-Service Enablement
Help desk ticketing system empowers you to offer omnichannel customer support by managing conversation from multiple channels such as email, voice, video, social media, in-app chat, webchat, and google’s business messages.
Track & Measure Performance
A ticketing system ensures that your agents are focusing on important tasks such as resolving customer complaints and helps you automate other tasks like ticket assignment, ticket creation, etc., to improve efficiency.
Increased Customer Loyalty
An efficient cloud ticketing system integrates with various CRMs– in-house as well as a third party to ensure easy access to information for the agents. Also, with all the relevant customer information, the agents can have qualified conversations with the right context and resolve issues faster.
Why Ameyo’s Ticketing System?
Omnichannel Ticket Management System
Ameyo offers a unique and flexible ticketing system that allows you to manage tickets, interactions, and conversations across channels with complete interaction history across all touchpoints, along with escalations, and highlighted open tickets in a single window
Enterprise-Grade Ticketing System Features
Ameyo provides comprehensive enterprise-grade ticketing features with Unified Agent Desktop, Omnichannel Customer Support, Integration with leading CRM Applications, Ticket Prioritization, and SLA Management
Enterprise-Grade
Security
Ameyo provides a PCI DSS compliant, and ISO/IEC 27018 and ISO-27001 certified multi-layered secured remote call center environment to ensure data security and customer privacy
A Comprehensive List of Ticketing System Features that you Shouldn’t Miss
Importance of a Ticketing Systems for the business can be encompassed in the following pointers
Omnichannel Support
Quality Monitoring
Intelligent Routing
CRM Integrations
Unified Agent Desktop
SLA Management
Reports & Dashboards
Single View of Customer
Automate Ticket Assignment
Lite Ticket Creation
Link Ticket Creation
Self Service Enablement
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Linked Ticket Creation
Ameyo supports a parent-child ticket hierarchy that allows businesses to manage tickets containing multi-departmental issues. With linked tickets, one ticket becomes the master/parent ticket while the other linked tickets become the child tickets.
This helps the agents working in different departments to gather the interaction history and context by referring to associated tickets.
Lite Ticket Creation
A lite ticket is created when the ticket is resolved in the first contact and no additional actions are required to resolve the query. This saves agents’ additional time in closing the ticket and updating its status.
Automating Ticket Assignment
Create workflows by setting business rules to automate support ticket assignment. Ameyo customer support ticketing system software allows you to filter and assign the tickets to the right agent based on the routing rules configured by the business.
For instance, workflows can be created on the basis of preferred language, location, product, persona, etc.
Driving Contextual Conversation
Ameyo support ticket management software allows you to associate interactions about an issue from any channel with a ticket. For instance, if a customer emails you regarding late delivery, and then calls your support agent about the same issue, the agent can map both the interactions and merge them into one ticket for the same customer or account.
SLA Management
Ameyo Fusion CX standardizes your customer support process by letting you define the service level agreements. Notify your agents when an SLA is about to be breached using time-based and event-based triggers. An alert or notification can be sent to the manager in case of an escalation along with a message to the customer about a possible delay. With an online ticketing software, view the SLA status and set the criteria for each SLA to streamline the ticket management operations.
Ticket Prioritization
Helpdesk ticketing systems allow you to choose and prioritize the support tickets that require immediate actions. Automate ticket prioritization based on the heat map created on the basis of certain parameters like time to SLA breach, a number of not replied messages, sentiment analysis, change in ticket status, or rule engine setting.
Integration with Leading CRM Application
Seamlessly integrate your ticketing system with in-house or third-party CRMs to get real-time information. Ameyo’s helpdesk ticketing system integrates with all the major CRMs along with other systems such as email marketing tools or lead management software, enabling the agents to be well-informed while dealing with customers and eliminating the need for them to repeat themselves.
No Missed Interactions
With a comprehensive ticketing system, you can cater to the tickets that get created automatically after business hours. All the missed tickets will reflect on the supervisor’s dashboard which can be further assigned to the agents using appropriate routing logic.
With Ameyo’s ticketing system, you can design your workflow to automate replies for the tickets/interactions that are coming in after office hours. Tracking missed interactions will help you serve your customers better.
CUSTOMER SUCCESS STORY
“In more than 6 years of our association with Ameyo, it has helped in significantly improving our customer success and engagement rates.”
KRISHNENJIT ROY
VP-TECHNOLOGY, BANKBAZAAR
Ameyo Helped us in Attaining our business goals
Ameyo paved the way for us by automating solutions to our requirements. We have been able to monitor our execution of the business processes, consequently expanding our presence and attaining our business goals
National Life & General Insurance Company
Supportive and Cooperative Team
Ameyo Engineers, Account Managers, and Project Manager are supportive and cooperative. They immediately attend to our requests and very patient in understanding our requirements.
Jeffrey Montiano
IT Manager, Admerex Solutions
Our Customer Satisfaction Improved Greatly
Ameyo ensured the proper monitoring of issues is done because of which ‘Chili’ has increased customer satisfaction greatly
Nitish Kumar
Manager, MTML
Advanced Capabilities to Improve Customer Experience
Ameyo assisted us to enhance our customer experience with its advanced capabilities.
Ian Madrid
General Manager SP Madrid
Ameyo customized the Solution as per our Requirement
“We wanted a flexible solution with customization as our organization progressed. Ameyo understood our business well and programmed the call flow and the telephony. I think it’s incredible.”
Sharmistha Majumdar
General Manager, Customer Service – Spoton
Empowered us with an end-to-end System
“Ameyo empowered us with an end-to-end system that was easy to use. Furthermore, we were delighted with the capability of the solution to match to our specific business processes and enhance our customer experience”
VIKAS KAPOOR
ASSOCIATE DIRECTOR-IT INFRASTRUCTURE, JABONG
The Ameyo Advantage
Leader in Customer Experience & Contact Center Solutions
Honorable Mention in Gartner Magic Quadrant for 3 Years
Awarded Frost & Sullivan Asia Pacific CCI Leadership Award
Deloitte Technology Fast 500 ASIA PACIFIC, 2014
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