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
We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot
We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot which is enabling Human Line Conversation. Our customers interact with Ameyo’s VoiceBot by perceiving it as a Liveperson, so they respond in a similar way. Moreover, we can able to achieve a 40% cost saving on operational costs due to automated calls.
Thanks a lot for the Wonderful Product.
Special Thanks to the team for patiently handling our request & delivering beyond expectations.
Kumar Konar
Collection Head
Ameyo helped Gulf African Bank make their business more efficient and profitable by offering them unique solution
At GAB we have had the pleasure to use the system for about 2 years now. Overall, it has been able to meet the desired expectations that we had as well as improved our quality of service.
Phidelis Mwarenge
Contact Center Team Leader
Metro Edge Technologies increases its productivity by 60%
Ameyo’s Remote Contact Center Solution has helped us increase our productivity by 60%. It is a very effective solution that helps our agents
Kingsley Bennett
CEO
Khan Bank chooses Ameyo because of its highly efficient, flexible, and secure solution
The implementation scale was huge with lot of complexity. It was a major task for us to comply with security requirements and other business requirements. The project team worked effortlessly, satisfying all the requirements.
Bilegt Tumurkhuyag
CX Senior Specialist
Unitel embarks on a journey of digital transformation with Ameyo
Since deploying Ameyo solution – IVR interactions increased almost 20%, taking from physical and costly agents to self-service. The way we configure the IVR system is very smooth and drag & drop and doesn’t involve IT & engineers.
Tulga Otgonbayar
Chief Information Officer
Globiva’s overall conversions have gone up by 12-15% using Ameyo’s Omnichannel Solution
Globiva’s overall conversions have gone up by 12-15% using Ameyo’s Omnichannel Solution. It provides tremendous data utilization and configuration capabilities that makes it a choice for premium service providers. We are using this solution for our international as well as domestic processes for its shortest response time and amazing dialer capabilities.
Vikram Singh Nathawat
Director and Co-Founder
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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