Use Augmented Intelligence - smart combination of Human and Machine Intelligence - to reduce response time, increase agent productivity, enhance customer engagement & improve customer loyalty.
It's known that machine intelligence is better at predictions and humans intelligence is supreme in judgement and actions.
Let FreshEngage handle the predictions for you so that your agents can straightaway take utilize their judgement & take actions to resolve the tickets. Helping create a satisfying customer experience.
The sooner you integrate iEngage.io, the better you will enjoy the compounding effects of deep engagement with your customers.
** AUTOMATED TICKETING **
FreshEngage uses Augmented Intelligence to analyse your ticket & takes care of,
--> Auto-configuring the priority of your tickets (Low, Medium, High, Urgent) using Deep Learning Algorithms
--> Auto-categorise the type of interaction (Question, Complaint, Appreciation, Comment or Suggestion) using Advanced Natural Language Processing
--> Auto-allocate your ticket to the relevant sub-category & department
--> Auto-update the status as Closed based on customer feedback
--> Auto-create tags based on the content of the ticket
--> Enjoy the benefit of all the above features regardless of the channel your interaction comes from. [ Social | Phone | Email | Chat ]
All of the above, in the blink of an eye.
That’s countless number of hours saved , Customers made happy and Agents more productive and satisfied with their work!
** INTELLIGENT CHATBOT MANAGEMENT **
Manage chats intelligently with Chat Bots like Facebook Messenger & HipChat Integrations for FreshEngage. With these integrations FreshEngage will,
--> Send notification to agent on delayed response
--> Keep the interactions alive until the customer or agent closes the chat
--> Help customers indicate ticket resolution from external app
--> Save the chat as ‘Reply’ on closure of ticket
--> Plus all the features in Automated Ticketing will be available for ChatBots as well
And that’s only the beginning...
** FUTURE UPDATES **
Future releases will,
--> Auto-generate suggested response for agent’s reference OR Automatically send relevant responses to your customers by learning from existing intelligence base. Specially handy for repeated enquiries or managing sudden surge in a specific enquiries.
--> Access FreshEngage’s dashboard in realtime & get detailed analytics about customer sentiment towards your brand, performance of your agents via status of tickets & other features that will help you optimise your support with reliable data.
--> Prediction of right agents to be assigned based on past interactions
--> Crowdsource your customer support from your loyal customers for generic questions & build up greater reputation
--> Use gamification to reward agents & contributing customers by using iEngage.io’s KarmaPoint System
--> Easily configure redemption of karma points via Digital Wallets, Payback etc.
--> Define custom interaction flows. Have your own standard operating procedures for support? No problem, automate them using FreshEngage.
--> Create customer personas
In your Freshdesk, go to Admin -> General Settings -> Ticket Fields and create five new custom types "Question","Complaint","Appreciation","Comment", "Suggestion" ignore if you already have.
During installation, you will have to login & configure FreshEngage external configuration on https://freshengage.iengage.io
Please follow instructions on https://freshengage.iengage.io/instructions to configure Facebook & HipChat app.