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Customer Service Software: Why Does Your Business Need It?

Are you a mid-sized company striving to be a big industry player? Or a big whale in the industrial ecosystem striving to be even bigger and better? How do you plan to achieve these goals? Well, the answer is – by delivering exceptional customer service!

The next obvious question is how to do that? By deploying the right customer service software for your business. It is no secret that customers need to be at the heart of any business (that want to succeed). Customer service software plays a pivotal role in that by creating positive memories for your customers across their journey with your brand.

Benefits of Customer Service Software

There are various benefits of having the right customer service software for business – both at an organization level as well as for the agents. Let us have a look at some of them in detail:

1. Self Service for Customer Empowerment

Customers do not like to wait to get answers. Period. Talking about the millennials in particular, they actively seek options to avoid talking to a customer service agent. They would rather find answers to their own queries. A customer service software powered by self-service capabilities such as an IVR or chatbot integration will solve that purpose. Get out of the customers’ way and empower them to resolve their queries faster.

2. Automation to Reduce Agent Workload

Customer service executives are bombarded with a lot of queries on a daily basis. It becomes difficult for them to answer each of them individually. Automating this process will not only save their time but will also allow them to use that free time to tackle priority issues. Configuring time and event-based rules to set in motion certain actions when an event occurs or some time has lapsed. For instance, a customer drops you an email during the non-business hours. Send out an automated email to the customer with the ticket number and possibly an estimated time within which an agent will contact them. Acknowledging the email will send out a confirmation to the customer and they will not feel like being left in dark.

3. Be on the Preferred Channel

Do not force the customers to come to you, rather go where they are. Be present on all the possible channels that your target audience and customers use. Customers can be unforgiving when not served well. If we talk about millennials, in particular, they expect excellent service across channels. Good customer service software needs to support multiple channels such as:

Voice: It is the most commonly used medium of communication. Since the time call centers came into place, customers have been calling in to inquire and seek help.

Email: Sending out an email is easy and convenient at the same time provides the customer with written proof of the conversation. That implies the customer service executives not only need to be prompt with their response but also need to maintain consistency with their response. A customer service software which provides email templates and can automate this process solves that problem

Social Media: According to social media statistics, 47% of adults believe that social media is an effective channel for customer service. Banking in on that, a customer service software which supports platforms such as Facebook, Twitter, WhatsApp, WeChat, Viber or LINE is what a business needs to improve customer engagement and overall customer experience
Chat: Be proactive with delivering exceptional customer service by allowing the customers to chat with you in real-time. This can be done via web-chat, in-app chat, Facebook messenger, Twitter DMs, or using WhatsApp for customer service. The executives can initiate a chat to help the customers navigate through the issue for faster resolution

4. Measure to Improve

For things and processes to improve, one needs to identify the gaps and the possible areas of improvement. A customer service software packed with the right set of reporting and monitoring tools solves the purpose. Some of the key features to achieve that are:

Live Monitoring and Dashboards: Monitor the real-time operations to ensure process optimization as well as taking spontaneous yet well-informed decisions. Configure the important KPIs that you would want to track and observe the performance of the executives on them
Channel Reporting: Recognize your most effective communication channel in terms of customer engagement as well as the return on investment using the channel specific reports. Based on the data, allocate the resources to the channel is most preferred by your customers and tweak the strategy for channels with low performance but high potential.

Once all this data is available to the managers, it empowers them to take better decisions. At the same time, identifying the pain or gap areas also helps in preparing a good training plan for the customer service executives which will actually yield results.

5. Happy Customers

The end goal of all the customer service or support initiatives is to reduce the customers’ effort which in turn will lead to higher customer satisfaction. With the right customer service software, this becomes easy. If the customer can reach you from any channel of their choice, is always kept in the loop about the status of their query and most importantly, can most of the times get answers on their own, without the need to ask for help – all these factors lead to a positive customer experience and increased brand loyalty.

How Travel Agencies Benefit With Virtual Call Center Software?

Travel is rising with a boom and according to ADI, it is predicted that it will hit $98.02 billion this year. People travel to find a break from their work schedule and they want a surpassing experience at every stage of their journey.

Today’s customers are equipped with multiple options to choose from and it will only take a click to switch to your competitor’s offer. Travelers seek information online rather than going to an agency and a virtual call center can help you achieve consistency while you retain your customers.

Major Challenges for Travel & Tourism

Lack of Omnichannel Strategy

Customers need quick answers on all the channels. They can post a comment or raise a query on Facebook, Twitter, Email, Chat, Voice or WhatsApp and they require instant result because there’s another world of travel industry available online and customers can choose them over you.

Constrained Business Hours

Working with multiple geographies often comes down to business hours. Travelers may want to book their tickets post business hours and unavailability of agents or no response may reflect badly for the business and you may lose customers.

Operational Failover

Each interaction is important in the travel industry and operational failover may cost you a huge loss. The loss of customer data could mean the loss of business. Network outage or natural disaster increases the risk of losing the game in the industry.

Virtual Call Center Benefits

Let’s see how a virtual call center software helps the travel industry to overcome these challenges effectively.

Real-Time Updates

Let your customers know the status of their hotel reservation, flight tickets, etc. in real time. Customers would like a refund on their cancellation tickets, this needs attention. Provide ease of retrieving details about the travel destination.

For instance, John is looking for packages to plan his travel, Brian, the agent of travel industry sends him timely alerts via SMS and email ensuring that John is updated with exciting offers available. Brian can strike a chat with John, informing him about exciting offers to make his decision making journey smooth.

Engage on Social Media

Virtual Call Center tools like Unified Agent Desktop let’s you be at top of customer experience game. Customers engage through different channels like social, chat, email, and expect you to acknowledge their queries instantly. Agents can manage multiple interactions on UAD without having to switch between multiple screens.

When John posts a query about a cancellation/refund on Facebook, Brian can easily revert back to John and solve his problem without visiting the Facebook page. Once Brian logs in to agent’s screen, he can see all the queries raised by customers through different channels and reply instantly.

Scale As You Grow

Expand your business as you grow in the market without worrying about overheads for infrastructure or hardware set-up. Increasing or decreasing the business size as per current needs and managing the expenses becomes easy when you invest in cloud technology as it allows you to make changes in your business according to high/low call volume.

Work Beyond Business Hours

Agents can work from remote locations and you do not need to define business hours. Virtual Call Center Software has the data stored on cloud which is easily accessible, provided you have a strong internet connection.

John visits your website at 08.00 PM and he needs to book his travel for business instantly. He will expect to be answered about travel packages immediately. Here, Brian comes in the picture with John’s historical data which is integrated with CRM and observes that he is a priority customer, he resolves John’s query instantly while working from home and gets a happy customer for his agency.

No Data Loss

Your sensitive data is saved on cloud and you do not need to worry about the flow of your business. Travel industry agents get multiple queries each day and one day of operational failover can cause a huge loss. Virtual Call Center provides built-in recovery mechanisms that ensure backup of your data on cloud.

The world is moving towards internet driven technologies and travel industry is no far behind. Virtual Call Center Software makes you internet ready with all the features you need to drive your business to success. It is an easy, affordable and secure solution for your industry, make it digital today.

Also, the call center agents can provide the support to their customers even if they are working from home. With the Call Center Mobile App, agents can handle inbound and outbound calls with their smart phone.

Why Social Media Is a Key Part of an Omnichannel Customer Experience

How many social media accounts do you have right now? More than one, isn’t it? As technology advances, so is our openness to integrate social media in our daily activity. One social media account is not enough anymore as we want to be more exposed to information and interact with companies in different ways. What is more, if we think from a business perspective, it becomes pretty clear that the customer service industry has started to play an important role and is becoming highly competitive. Customers are more demanding nowadays and they expect a resolution to their problems extremely fast. Furthermore, it is very easy to possess knowledge today which gives customers more power than before. Now, you cannot play games and trunk the information, hoping that your clients won’t notice it. Everything is at one click distance and it is just a matter of time for them to figure out the game you try to play.

Interact with customers across multiple channels with Ameyo Omni

This has brought businesses to the stage when they need to be omnipresent and provide flawless customer experience on all channels if they want to stand out of the crowd. Whether the customer is shopping using a desktop or mobile device, via telephone or while going to your bricks and mortar store, he needs an integrated customer experience. This is what omnichannel marketing is all about. If you want your omnichannel strategy to work, you need to integrate an engaging mobile marketing, an amazing social media campaign, and a top-notch website. It’s like in marriage. You can’t have one without the other.

Why Social Media Is a Key Part of Omnichannel Customer Experience

Michele Williams, a marketing manager at Resumes Centre shares: “When I think of retail shopping, it has changed dramatically over the past years. People will no longer just go to the mall and spend hours going from one shop to the other to buy a gift. They will do their own research before and check on social media for reviews and know already the available deals. Therefore, I strongly believe that omnichannel customer experiences need to integrate social media if they want to be successful. Everything happens on social media nowadays which means that business owners should acknowledge the power this tool has for their customers.”

1. Social media helps you offer amazing customer service

When you develop an omnichannel marketing strategy, you know very well that you must meet your customers’ expectations and provide the highest possible standards. Social media is part of your customers’ lives. Thus, you should use it for your own benefit. Usually, when a potential customer enters on your website, he will immediately look for the Facebook or Instagram button. Even though you display your products on your website, customers will also check your social media account. They will check the pictures your brand was tagged or browse in your photos gallery to see different perspectives of your product.

What is more, whenever your customers want to ask a question about your products or website, it will become easier for them to use social media. Considering that everyone spends many hours on social media every day, it will become more convenient to contact you on social media instead of browsing on your website and find the contact page. Just thinking of a situation like this, it becomes clear that social media is a key part of the omnichannel customer experience, and it enables businesses to offer amazing customer service, irrespective of their niche.

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2. Social media helps you build trust

If you are not on social media, you don’t exist. Whenever customers hear about a new product, the first thing they do is check for the company on social media. They will immediately go to the reviews section and start reading what others say about the brand and products.

Social media helps you build trust and make customers loyal to the brand. It is not enough to offer an amazing website which works great on mobile as well. People will try to reach you in different ways and social media is one of the handiest methods they use today. Therefore, your multichannel customer experience needs to take social media seriously and offer a seamless interaction with your clients via this tool also. If your customers have a problem, don’t redirect them to your website to give them more details. Show that you are close to them and have a social media expert team who can provide support 24/7 and handle any questions with maximum responsibility.

This is how San Pedro Fish Market and Restaurant replied to a negative feedback by one of their customers on their official Facebook page:

3. Social media helps improve brand awareness

Studies show that customers, generation Z in particular, will like a brand better which offered them a seamless customer interaction, rather than a better price. Therefore, it is the experience which makes the difference for them, and not the price they have to pay for that product or service. What is more, social media becomes one of the most direct channels of communication for the digital generation. This means that social media should be part of your omnichannel customer experience as it will help you increase your brand’s visibility.

Social media opens direct channels of communication. Customers love to share their experiences and talk about the products they tried. The service “Weight Watchers” is a great example of this. They are a community of like-minded people who use social media to share their experiences, find updates about their favorite products, and get answers to their questions. This is a clear example of how social media can increase brand visibility, at half the price of other traditional marketing methods.

Final Thoughts

Once your customers notice that you take social media seriously and put efforts into replying promptly and solving their problems in a professional manner, the results won’t take long to come. Loyal customers mean increased sales and profits. What is more, satisfied customers are the biggest promoters for any business. Social media makes it easier to deliver amazing customer experience. You cannot talk about omnichannel customer experience if you don’t include social media interaction also. Social media’s potential is infinite. From increasing your brand awareness to breaking cultural and linguistic barriers, it can play an essential role both in your business development, but also in your customers’ lives.

Author’s Bio: James Scott is an independent blogger and a marketing consultant to small businesses. He is especially passionate about team building and management, having run Best College Service for a number of years.

How E-Commerce Contact Center Can Deliver Better Customer Support

According to statista, E-Commerce will reach $4.88 trillion in sales by the end of 2021.

And 67% of millennial are using an online platform to do shopping. E-commerce has seen a rising boom in the market ever since it has evolved and continues to be the first priority for customers.

Organizations are looking for a faster way of communication to maintain consistency and provide value to customers across channels. In the E-commerce industry, delivering exceptional customer support becomes a priority. You cannot miss even a single interaction and avoid one call because one escalation can cause big losses.

So, how do you deliver customer support that adds value to customer’s journey? Consistency is the answer. Handling customer interactions with an effective customer management system help the businesses to grow exponentially.

Challenges faced by E-Commerce Industry

Higher Ticket Handling Time: Tracking customer’s history and managing ticket through all channels become a challenge when there is a large volume of customers coming in with their queries. Customers do not like to be told to wait on hold while agents are fetching the information and an angry customer needs to be prioritized.
Losing the Context of Interaction: Customers seek support from businesses on mobile, chat, social and messaging platforms. Agents end up asking the same question being unaware of the context and customers end up being frustrated.
Low Agent Productivity: Calls are routed to agents for mundane queries and they spend most of their time in providing repetitive answers that reduce their productivity and hampers the efficiency.

Organizations are seeking to provide end-to-end seamless customer experience and overcome these challenges with an effective solution. This can only be possible by implementing a strategy that allows the organizations to monitor customer behavior and ensure a customer service that solves customer’s queries at once. An effective contact center solution in place will eliminate all the challenges and make the agent’s life smooth.

Here, we’ll cover some ways that will help your E-commerce brand to deliver wow experience to the customers:

Quick Customer Support

Mike placed an order to surprise his brother and is expecting a quick delivery. He calls in to check the order status which says that it will be delivered in 3 days and he gets really excited. The delivery gets delayed which leads to Mike’s frustration. With a Contact Center Software, it’s easy to notify Mike about the delivery status, thus avoiding escalation.

Millennial do their work on mobile phones, sending prompt notifications through SMS and email using in-app feature allows agents to resolve customer’s queries.

Integrate to Maintain Context

Mike calls in to raise a refund ticket because expired medicines were delivered. So, agents understand that he is already not satisfied with the service. Asking him the same question might escalate the case therefore, customer’s information can be populated in an integrated CRM that allows agents to have an intelligent view of previous interactions.

Manage Customer’s Queries with Ease on Single Screen

Agents spend a lot of time in toggling off between the tabs. While talking to Mike, agents will see the urgency of ticket resolution. They can avoid SLA breach because all tickets are assembled on one screen without having to switch between multiple tabs. Merge tickets with similar context and split tickets that need to be addressed separately to maintain consistency of customer support.

Along with Mike’s ticket, she/he can also be informed about pending tickets on Unified Agent Desktop.

Engage on Social Media

E-commerce industry cannot ignore even one interaction on any channel. When Mike chooses to post a review on your Facebook page complaining about his refund claim, it needs to be resolved immediately. Mobile phones have made it easy for customers to reach on social media instantly.

Build a personal relationship with customers and delight them with a quick response that will drive loyalty. With a smart contact center solution, you can notify Mike about his ticket status while interacting personally.

Let the fingers do Talking

Mike has spent 3-5 minutes on your product page. Trigger a chat to guide him in the right direction. Chat support does what a call or email can’t. Personal interaction with the customer will resolve his query and you can create a LITE Ticket that does not need further actions because most of the queries can be solved via in-app or web-based chat.

Just one click and the chat messenger window can surprise Mike with the information that he was looking for. Send him relevant links to your product page while carefully monitoring his journey.

E-commerce industry works on strategic planning and if you will not create value for your customers, someone else will. The right customer support software embedded in your system will benefit manifolds. Provide amazing mobile experience to the millennial with Contact Center Software and create a brand value that let’s you walk one step ahead of the technology.

7 Live Chat Software Benefits You Didn’t Know About

How long does it take for you to respond to customer’s query? A few minutes delay and you have an escalation in your list. Do not wait for your customers to ask questions, strike a conversation today to let customers feel valued with Live Chat Software. Customers looking for support will appreciate your online presence and you can provide a personalized experience to them with your prompt response.

Attract new visitors on your website and delight existing ones while engaging them in a live chat. Gone are the days where you would shoot an email to all visitors and get ignored every time, live chat enables you to increase your customer base and give them a real-time product update when they choose to.

What is Live Chat Software?

Live Chat allows you to offer the best real-time customer service. Solving customer’s queries becomes simple and effortless. A customer can click on the chat widget embedded in your web page with live chat tool. In-app Chat, Web Chat, and Chat Messenger bring a whole new model for sales reps.

Booking appointment with doctors, online shopping, ordering food or claiming refund becomes seamless when an agent is available to handle live chat interactions across media. With a live chat software in place, trigger chat on the web pages that the customers are scrolling through, adding insight to their knowledge and help them land a decision quickly.

Live Chat Software Benefits

Each interaction is important. Live Chat Software can be saviour for agents because now they can easily interact with customers and respond to their queries instantly. Customers do not have to wait in queue to be answered. Let’s go by the facts, customers expect a response without any delay and you can avoid escalations with live chat tools.

From large enterprises to e-commerce platform to healthcare, live chat has surpassed all other technologies because it is 100 times faster and effortless channel.

Let’s get started with the benefits to impact your business positively.

No Opportunities Missed

Let your fingers do the talking and take your customer’s journey to decision making in a few clicks. Miss no opportunity because live chat software allows you to automate actions on customer’s behavior. A visitor has spent 3-5 minutes on your page, it’s time to strike a conversation and turn them into a prospect.

Collect customer’s data to generate more leads and understand the buyer’s psychology on the basis of the most visited page of your website. Does your customer want to order a cake? Give them the option of customization and convert the lead into an opportunity real quick.

Immediate Customer Support

Customer’s attention span is a big challenge and they have no time to wait in the queue to get a response. They need quick support. So, how do you do live chat? Consider this data! 42% of customers wish to connect with a human being on chat instead of a chatbot, so you know where to invest your agent’s energy. With the inbuilt app, start customer interaction and assist customers using live chat software.

Does a customer want to know about delivery status? Send them the ticket update with relevant information to keep them interested in your business with chat messenger or in-app chat.

Insight Into Customer’s Journey

Not sure which product/service is performing the best? Get insight into customer’s journey and track their pain points. You will have the metrics to work upon with real-time data. Learn from customer’s queries and walk in their shoes to understand their requirements.

Customize your services and deliver what customers are expecting from you. Allow your agents to do target based messaging and target the audience on the basis of customer behavior.

Agents can drive the context from previous chat history and preserve the context throughout the customer journey.

Omnichannel Conversations

Are you available on social media? Which channel works the best for you? Have you built a chat messenger on social platforms?

Customers can arrive in from different channels and trust me, they can bring in huge business for you. Dedicate your services to cater to the needs of growing traffic from different channels like Facebook Messenger, Twitter DM, etc. Agents can handle multiple interactions on one screen in real time and prioritize customers with live chat.

A customer posts negative feedback on your Facebook page, turn it into a positive review by engaging with them instantly via live chat and ensuring to resolve their problem in first go. There you have a happy customer turned into promoter.

Enable Self-Service

Let customers explore. Yes, do not limit your services to agent-customer interactions. Customers should be equipped with a knowledge base repository to find the information that they are looking for. This works two ways, customers have instant answers to their queries without having to wait in the queue, agents can dedicate their time to more critical issues while 80% of customer queries are resolved with Smart IVR system.

Live chat tool with relevant tutorials, self-help guides and videos will guide the customers to find quick answers to their questions. Hence, less time invested in solving repetitive queries.

Reports and Analytics

How do you measure your metrics? Live chat tool can produce the results that you never thought were important. Agents can understand the pain points of customers and drive the interactions more effectively once they are aware of the problems. You can identify the challenges that your sales reps face while resolving these queries and focus on the data driven results.

Agents can also monitor their performance through conversion rate and customer satisfaction and follow the historical pattern that suits business specific needs.

Do you receive customer query about discounts available on different products? Analyze the data and avail exciting offers for existing customers to ensure customer satisfaction.

Customer’s Feedback

What your customers have to say about your services? Customer’s voice can make or break the deal for your business. Have you considered customer’s feedback on different platforms? Get closer than ever to your customers and make them feel valued. Collect customer’s feedback on chat, spare them from email spamming and analyze the results to get better insight into customer’s vision.

A Twitter DM should be acknowledged and the negative feedback should be reverted to in a specified time. Value your customers to generate value for your business.

Live chat gives the real-time insight into your business and you can track agent’s performance with live chat tools. A well-informed user is happy and they like to be responded to instantly. Do not keep your customers waiting to resolve their queries, proactively respond with live chat software effortlessly and increase first call resolution rate significantly.

(Also Read: Why Do You Need Live Chat Software to boost your sales strategy.)

Ameyo, The First ISV From India To Become Microsoft’s CIF Supported Channel Provider

Microsoft Dynamics 365, an enterprise resource planning (ERP) & Customer Relationship Management platform, committed to enhancing the productivity of customer service organizations has launched its Channel Integration Framework.
Dynamics 365 Channel integration framework is a cloud-to-cloud extensible framework to integrate third-party channel providers with MS Dynamics 365 Unified Interface Apps.
The framework was launched in lines of standardizing seamless integrations with third party channel providers & channel aggregators by exposing a standard set of Javascript API’s. We are elated to inform you that Ameyo, a contact center industry leader and one of the biggest players in the Asia Pacific region, is one of the first ISVs from India to support Channel Integration Framework with MS Dynamics 365. This integration draws synergies from Ameyo’s focus on improving the Customer & Agent Experience and a state of the art technology stack of Microsoft Dynamics. It will help Sales and Services teams and contact centers to have context-aware interactions with customers & prospects. It also provides them with easy options to create, update and delete an existing object. A standardized integration now makes it possible to plug and play Ameyo contact center capabilities into MS Dynamics 365 platform.

Advantages of the Ameyo-MS Dynamics 365 CIF Enabled Integration

Ameyo and MS Dynamics 365 CIF enabled integration offers following benefits for your business:

Multiple Identity & Access Management

The agents can login by SSO using Dynamics OAuth or use Ameyo Credentials.

Two-way Synchronization

The framework is extensible for the configuration of communication between Ameyo and Dynamics 365 Unified Interface Apps. The two-way communication enables Agents to have inbound and outbound interactions(Click-to-Call, Bulk Dial) with updated customer information and also seamlessly sync Call Activity data ( Dispositions, Notes, Call Recording Link, Phone call activity association) into MS Dynamics 365.

Faster Time to Market

Seamless development and faster go lives as per your business context and process workflows. One can simply plug and play Ameyo capabilities into Dynamics 365. It is also available on AppSource for quick execution.

Supported by Leading Web Browsers & Operating Systems

Ameyo CIF integration provides flexibility and works seamlessly with Google Chrome and Microsoft Edge browsers.

Ameyo CTI Screen Pop

Ameyo Screen Pop displays customized customer information as per business requirement and aids agents to have contextual interactions with sales & Customer Service hub objects. Screen Pop data can also be easily customized as per Business needs.

About Ameyo

Ameyo (also known as Drishti-Soft Solutions Pvt Ltd) is an Omni-Channel customer experience platform that helps businesses Connect, Serve and Support their customers across the customer journeys.
Ameyo’s flagship solution, Ameyo FusionCX is an industry first in the customer experience market to bring customer service CRM (Customer Intelligence and Case Management) and Omnichannel contact center suite on a single platform. Its Products include Omni Channel Contact Center Software, Self Service across channels including Bots, Customer Intelligence, Analytics and Personalization, Digital Sales, Collections Automation and is available on Premise, Private cloud or Public cloud.
With years of proven experience in the extensively challenging and fast-paced Customer Experience Management domain, Ameyo enjoys a wide range of customers on a global level with over 2000+ customers in 60+ countries across Banks, Financial Services, Telecom, Travel & Tourism, E-commerce, Insurance etc.

How Helpdesk Ticketing System Benefits Customer Service

Are you delivering to customer’s expectations? Working in the customer service domain is challenging, customers are looking for perfection and if you lose in this game, someone else will win it. Customers want quick and proactive response to their queries. How would customers behave if in the run of delivering faster you start to compromise on quality? Another big loss. Customers now have the power to make or break your business. Helpdesk ticketing System will solve all your problems in one go.
Do not believe it? Check my series on ‘Personalize Your Ticketing System With Easy Help Desk Customization’ to understand what you are missing on in your business.

So, What is Help Desk Ticketing System?

Help Desk ticketing system or customer support desk enables the businesses to resolve customers query without any delay. Automating ticket management process helps the reps focus on critical issues faster and engage customers while building trust. With helpdesk ticketing system you can track, prioritize and solve customer support tickets on one screen and eliminate the redundant task.

Why Helpdesk Management System?

Providing customer support becomes easy with help desk software, each time a customer seeks support, a new ticket is created and agents are notified with customer’s details instantly. How would you rate your customer experience if your recharge failure is refunded in 15 minutes. Let us understand the process involved in generating this refund and why helpdesk system is the backbone for contact centers.

Omnichannel Ticketing

Do you consider each interaction coming from different channels? Customers like to raise their queries on the channels that they prefer and expect a quick response from your agents. Helpdesk ticketing system ensures that with omnichannel ticketing the tickets are automatically created and agents are in sync with the data.
Delivery of broken or damaged product requires attention, to avoid escalation, your agents can prioritize the ticket and assure the customer for replacement or refund. There you have an efficient agent and a happy customer.

Increase Agent Productivity

If your agents are informed prior to a call connects that the customer is not happy with your services, agent could be armed with the response that the customer wants to be addressed with. Let your agents deliver error free services with Unified Agent Desktop without having to toggle off between multiple tabs.
If a customer wants to place an order, an agent will be able to add insights and aware customer about exciting offers available on the basis of customer’s purchasing history. Delight your customers while delighting your agents with tools like unified agent desktop, LITE tickets, Sentiment Analysis.

Self Service

Customers are always in hurry to find answers to their queries and you do not want to disappoint them while keeping them on hold for minutes. Self service portal enables them to raise the tickets, check the ticket status and grab the information in Knowledge Base and let them find the answers at their own convenience. Enabling this portal will make agents’ life easier, now they can focus on the tickets that demands more attention and the resolution rate increases.
The customers will be satisfied if they were looking for best travelling packages and they are provided with 10 customizable options with an exciting offer online.

Eliminate Repetition, Automate Operations

Have you ever waited for your order to be delivered? Let your customers know that they are valued and prioritize the tickets automatically to avoid SLA breach. Helpdesk Automation is the right tool for your business to automate ticket creation. Guess, your agents won’t have to spend time in manually creating tickets, a ticket is created automatically every time a customer raises a query and hence more time to resolve the issues.
A customer’s claim for money is a critical issue and she/he would want to be notified in time, sending an email to customer about the process and another email to agent with customer’s details will solve this in just a click. Supervisor can set Time-Based and Event-Based rules to automate these operations.

Let The Numbers Talk

Real-time dashboards will give you real numbers that drive your business’s growth. Let the data guide your decisions because supervisors can schedule periodical reports to get insight of business in one go. Managing multiple campaigns in one go and monitoring the metrics that are important for your business specific needs becomes hassle free with Monitoring and Reporting tools.
The number of calls handled, SLA breach, escalations, agents break time and average handling time is visible on one screen and a quick analysis is possible with Ameyo’s Bird’s Eye View app.

Continue reading “How Helpdesk Ticketing System Benefits Customer Service”

Customizing Your Interaction Flow Design Was Never This Easy

In the Customer Engagement segment, delivering a high-value customer experience is crucial for businesses. Customers are more aware and hell-bent on self-service options. If a business wants to thrive then it has to meet the ever-growing demands of tech-savvy customers of today. This change management is iterative and results in a step ahead towards establishing seamless customer service journeys.

To remain ahead of the curve in this competitive market, organizations have been continuously working in a direction to transform voice-driven call centers into omnichannel contact centers with multiple channel support of voice and digital channels. However, voice still being the predominant channel with maximum customer touchpoints, businesses are also working towards enhancing this channel with easy IVR self-service options and developing advanced ACD logics that are flexible where immediate changes can go live faster. As businesses grow in size, the complexity of interaction flows grows with them. A contact center that provides options to alter interaction flows is an ideal choice.

Contact Center Challenges

On this note, let’s take a real-life example to understand this better, suppose you reach out to an educational institute to inquire about some language course that you want to pursue. What if it’s a leisurely Friday evening, you hear a recorded message welcoming you to the institute in which you are given an introduction to the courses they offer. And now you want to explore further about the admission details and fee structure. For this, the system asks you to wait for a minute and meanwhile, checks for the availability of the agent and the call gets disconnected abruptly, as it was non-office hours for the institute. This would definitely spoil your mood and you would no longer be interested in their services further. This shows how important a seamless customer interaction flow is for an organization.

The Right Approach

Now imagine what if the institute wants to make a strategic change to their interaction flow and wants to optimize the customer journey in a way as below:

Taking the scenario of the above institute, for changing their customer interaction flow they need to have certain contact center technology that is easy to use, implement and can automate their interaction flow design.

How Technology Can Help

A prevalent demand that is observed in the CC market is for a technology that helps to create and implement routing flows simply without relying on the technical support team for every iteration. A CC technology with faster time to market and that alleviates manual efforts helps in staying ahead from the competition. Interaction flow designer is one such contact center technology, which allows simple drag-and-drop building blocks to create interaction flows. The interaction flow designers work beyond simple IVR flow designing and can help in simplifying complex interaction customizations. The idea is to empower even the most non-technical users with the ability to design, build, validate and deliver the most intricate customer journeys. Capability to create business-oriented complex interaction flows without programming or scripting automates the repetitive tasks and saves valuable agent time in the long run. On the other hand, customers get a smooth transition from one interaction point to another.

Ameyo’s Web-Based Synthesizer: Interactions Simplified

To cater to the needs of industries with highly fluid business process, Ameyo Web Synthesizer allows the organizations to design their customer interaction flow encompassing all the communication channels.

To help our customers and partners always stay ahead in the CX game, our motto at Ameyo is to improve and update our solution constantly. Taking a step ahead in this, Ameyo has worked towards bringing new capabilities in its interaction flow designer to enable customers design interaction flow logic on their own without coming back to the support team for every change.

Ameyo Synthesizer provides all that is needed to build better customer and agent experiences in a simple-drag and-drop editor. The workspace of synthesizer features an intuitive palette of components required to design the logic and a large canvas for designing the interaction flows. Users just have to drag components onto the canvas, configure the attributes via simple drop-down selectors, and connect the components with transitions.

Ameyo Web synthesizer lets users create a custom flow which can be hooked at various execution points such as manual dial, conference, autodial, inbound dial and thus proves beneficial in multiple facets.

Ameyo’s simplified and web-based interaction flow designer enables its users to perform:

Undo/Redo operations to make an error-free design with easy single click drag and drop design palette options.
Apply validations to make conditional workflows as per the business needs.
Screen the interaction flow designs with easy-to-use zoom-in & zoom-out options.
Copy/import node flows to inherit functionalities for saving the time needed to code from the scratch.
Design and implement workflow in a single instance.

To put it simply, Ameyo’s web-based Synthesizer is here to take off those extra manual efforts of designing interaction flows every single time and make your contact center operations easier with a complete solution to take on all the challenges of handling customer interaction flow changes.

Demystifying CX In BFSI With Omnichannel Contact Center [Webinar]

If you work in a contact center, you must be aware of customer experience challenges. How important is the customer experience for your business? Customers are more powerful than ever before and are expecting a personalized experience on channels they love and expect a quicker response.

Challenges of customer experience are more crucial in Banking and other Financial Services industry. How would you deliver a seamless service experience to the customer who just lost a credit card or is seeking an insurance claim for some emergency situation? The answer is consistency. Customers want a quick follow up to their query and be informed in time about their issues. We tried to find answers to such CX challenges in the BFSI sector in our recent Webinar: Demystifying CX in BFSI with Omni-channel Contact Center. In this webinar Sachin Bhatia, the Co-founder, and Global Sales & Marketing Head at Ameyo and Naman Gupta, Vice-President & Head-Customer & Channel Services at IndiaFirst Life Insurance Company, discussed some strategies that would help you understand the urgency to deliver a customer experience which your customers won’t forget:

Average Handling Time (AHT)

How to measure a key metric like AHT in a contact center? Should the duration be longer or shorter is a question. An agent should not be in a hurry while addressing the customer’s query. If he took a longer duration to understand the needs of the customer, he can achieve first call resolution, while delivering the best-in-class experience. AHT is not an efficiency metric, it’s an experience metric. If an agent successfully refunds a bad trip, he creates an impact on the customer and creates brand value, where he might take a longer time to understand the customer’s bad experience but will drive a loyal customer for the business. Therefore, AHT, irrespective of the time-taken should focus more on resolving queries in the first time.

CRM Integration

Is it only the customer service department that is responsible for delivering exceptional customer experience? Naman Gupta, while stressing on the need to have a CRM integrated system, explained that it is necessary for all departments to be in sync with each other. Front end and back end office often fail to maintain a connection, where a customer will lose patience till the time they reach the right department.

Smart IVR

While agents are busy attending critical calls, a smart IVR will resolve the issues that customers are raising. Naman Gupta highlighted that 80% of queries are resolved through IVR in IndiaFirst Life Insurance company which comes down to only 2% abandoned calls. Help customers help themselves with self-service IVR that answers all the Frequently Asked Questions (FAQ) in one go and agents can focus more on the calls that demand more attention.

Choose Channels and Battles Carefully

Omnichannel presence is important but do you actually turn around and respond to a customer’s feedback on these channels? If not, your brand value is in danger. Customers these days tend to be more socially active and you know how social media works. If one bad review is not addressed with care then you will lose the battle.

Choose the channels that would benefit both your business and customers. Do not leave any negative feedback without turning it into a positive review. The math is simple, reach out to the customer and solve their query. Customers do acknowledge the efforts and you will be amazed by the results

Care about Agent Experience

Largely neglected but the most important people who directly deliver on customer’s expectations are the agents in your contact center. They are the responsible hands behind retention journey of a customer. Providing them with the right tools like Unified Agent Desktop helps them handle multiple channels in a single screen. With ‘No Interaction Silos’ and ‘No Department Silos’, Sachin Bhatia goes on to explain how we should cater to ‘Agent Experience’. Delighting your agents is as important to your business as your customers are, happy agents will get you, happy customers, so you should know how to increase their flexibility and increase productivity.

Understand Customers Expectations

Connect: Being available 24/7 has become the basic necessity. Do you work across geographies? Your customer support should be able to connect with customers whenever they want. The online presence has lead to increased the after office hours queries, providing ease of access to information round the clock engages customers in self-service and hence the queries are resolved easily.
Simplify Process: Customers do not like delayed services. A little delay in service will lead to escalation. Keep your agents informed about the progress and assure them with the updated account information. Customer portal helps customers keep a check on the status of their queries, therefore, the dependency on agents reduces.
Personalized Experience: Each customer is unique and providing tailor made services for each individual will drive customer loyalty. Customers expect a real-time solution to their problem. Listening to your customers and customizing your services for them will help agents deliver a solution that meets their expectations.

Customer Experience is one vertical that needs defined strategies to meet customer’s expectations. Different stages in customer’s journey should be responded to and measured proactively. Listen to the Ultimate CX webinar: Demystifying CX in BFSI with Omni-channel Contact Center to understand how smart technologies like tracking SLA, Smartly designed IVR, Auto-Call Back and working in Regional Language will help define the memorable customer experience. Click below to check the complete recording.

What, Why and How of Cloud Contact Center

Have you thought of upgrading your contact center? Are you still stuck with a traditional on-premise contact center solution? With the rapid growth in the cloud contact center, you need the best-in-class technologies to support your businesses. An increasing number of companies are shifting their infrastructure to cloud and why not? A cloud contact center software provides greater flexibility along while also eliminates the cost for infrastructural investment.

According to Research and Markets, the Cloud Contact Center market is expected to reach USD 44.86 billion by 2025, at a CAGR of 23.11% over the forecast period (2020-2025).

Even big players are now starting to realize that the cloud contact center is beneficial for their business productivity as it offers all the on-premise features with an added advantage of managing the contact center operations on the cloud.

What is Cloud Contact Center?

A cloud contact center is a call center setup that is hosted over the internet and is easily deployable with a minimum upfront cost. In a cloud contact center, all inbound and outbound calling operations are run over the internet and it provides uninterrupted customer service through all channels like Voice, Email, Chat, and Social Media.

Businesses choose cloud contact centers to reduce hardware setups cost and minimize the installation to go up and running in less time. So, what are you waiting for, transform your legacy contact center into a modernized contact center with these benefits.

Why do you need Cloud Contact Center Software?

Let us now look at some of the cloud contact center benefits that might help you to decide on the best cloud contact center software for your business.

Easy Installation

Now, you do not need to maintain your hardware installation, you can enhance your cloud contact center operations with an easy-to-deploy setup. Each business has unique requirements and you can choose a public, private, or hybrid cloud software to increase your business productivity.

For small businesses, cloud setup is really beneficial as they do not have to invest huge capital in infrastructure for a physical work environment.

Lower CAPEX Requirement

Save money big time because its time to invest in your cloud contact center. Make your business more compelling with lower Capital Expenditure. You can eliminate the need for infrastructure and hardware installation, as in a work from home model, your agents can work across multiple geographical locations and a laptop and strong internet connection will suffice the need for handling all calling operations.

To top the costs, businesses spend 10-30% of their contact center cost in commute with a razor-thin margin. This cost can be eliminated while your employees work remotely.

Flexibility and Scalability

Increase or decrease employees without any hassle. It’s as easy as managing your Gmail account, anytime, anywhere. Deliver interaction application faster and expand your business operations, your cloud service provider will take care of hardware management.

While you do not have to worry about infrastructure management, with a cloud based call center software you can scale up and scale down as per your business requirements without worrying about operational overheads.

Maximum Data Security

From small to large enterprises, data security cannot be compromised. Get relief from data theft because all your data is secured on the cloud server.

Are your customers constantly worried about data leakage? Do you deal with numbers? Do not worry, we have got you covered with smart cloud-based contact solutions. Ameyo’s cloud contact center software ensures enterprise-grade security ad follows the best standard practices as defined by International Security Frameworks such as PCI-DSS.

Additionally, the data can be masked from contact center agents to avoid data leakage across the organization, thus, ensuring maximum data security for you and your customers.

How to set up a Cloud Contact Center Software?

Every business, whether small, mid-sized, or large enterprise, needs a cloud contact center. Setting up a cloud contact center is easy, no calls will be missed and businesses will get the flexibility to operate from multiple locations.

While working across geographies, you can place the call server on the company’s premises while the application and database will be on the cloud.

Public Cloud

In a public cloud, the database and applications are owned and managed by the third-party vendor or cloud service provider where you can use instances shared by many other organizations. The services are managed using a web browser.

It is advantageous because it involves a low cost of operations and it does not require maintenance as your service provider will provide the maintenance.

Private Cloud

A private cloud can be hosted at your on-site data center or it can be hosted by a third-party service provider. In this, the hardware and software are dedicated to your organization and the services and infrastructure are maintained on a private network.

For banks, government bodies, and financial institutions that deal with large numbers of data, private cloud is beneficial as it provides enhanced control over the data.

Hybrid Cloud

Hybrid cloud gives you the best of both worlds. In this, you can choose to store your data and applications on both private and public clouds alike, as your business demands.

For businesses that deal with high volumes of data with lesser security needs and sensitive customer data together, they can use the combination of a private and public cloud. It offers greater flexibility and it remains cost-effective undeniably.

Features of Cloud Contact Center that you Will Love:

The below cloud contact center key features are the must haves to improve productivty and business effeciency

Automate Dialing Strategies

Work smartly with an auto dialer. Don’t waste time in repetitive tasks like manually dialing numbers. Let the auto dialer decide the number of calls to be routed to your agents on the basis of their availability. Happy agents will deliver rewarding results, so by eliminating mundane tasks like call waiting, on-hold time, they will function more productively.

Routing Logics

Define routing rules to deliver the experience that will delight your customers. Route calls smartly and match the callers to most qualified agents. We are moving towards the world of automation and automatizing these simple actions like routing a call to German-speaking agent when a call from Germany lands in your system can increase the efficiency of your cloud contact center software.

You can set routing logic according to business-specific metrics like language proficiency, preferred agent, office hour configuration, etc. to yield the best results from each call.

Integrating with Leading CRM Applications

What do you think will happen if the customer’s browsing history, previous interactions, and contact details are available to your agents prior to making a call? Integrating with enterprise-grade CRMs can help the agents set the context of the conversation and they can make well-informed decisions on the basis of customer data provided in CRM.

For instance, if your customers want information about credit cards, agents will have the data in front of them to educate the customers while initiating the conversation, hence more productively handling the calls. CRM-CTI integration with Zendesk, Freshdesk, Zoho, etc. ensures flexibility in your business workflow. And it is not limited to this, agents can update the existing details in real-time and attach notes to each call to preserve the conversation context for future actions.

Turn Insights into Results with Reports and Dashboard

You do not want to miss the end results of your cloud contact center solutions. Maximize work efficiency with customized reports while analyzing the agent’s performance. Define key performance metrics and let your numbers speak for your agents. Align the customer interaction data with the availability of agents while assigning tickets to optimize the work efficiency of each agent.

Arm your supervisors with real-time agent monitoring to ensure maximum efficiency for each agent. Supervisors can provide on-call assistance to the agents whenever they need and they can monitor the efficiency of each campaign with granular reports.

Real-time User Management

Did you know that the supervisors can shift the agents from one queue to another when there’s a surge in call volume? For uninterrupted customer service, you can efficiently manage your resource allocation and transfer agents to different queues in real-time, ensuring that no customer goes unattended and there’s no scope of bad customer experience.

In a Nutshell

Cloud-based contact center solutions will drive the industry by storm for the next decade, so here’s your chance to act smart with Ameyo’s technologically driven cloud contact center solution and enhance the capabilities of your existing contact center software. Dealing with sensitive data becomes a lot easier with cloud-based contact center software.

Also read Why do you need cloud contact center before you move to cloud solutions.