Omnichannel Ticketing


iMedia lets you create a ticket every time a customer reaches your business through any channel specified in the next section. Agents get notified whenever a ticket is raised and can access these tickets in the ticketing system. This auto ticket creation eliminates the need to toggle between different screens to manage interactions coming in from different screens and allows effective management of omnichannel interactions.

Key Features

Unified Customer Experience

With our Omnichannel Ticketing solution, provide your customers with a consistent and personalised experience across all touchpoints. No matter if they contact you via email, chat, or phone, your agents will have access to a complete customer profile, enabling them to understand and address their needs seamlessly.

Multi-Channel Integration

Say goodbye to siloed conversations. Our solution integrates with various communication channels, allowing you to manage customer inquiries from a single, unified interface. This not only improves agent efficiency but also enhances the overall customer experience.

Intelligent Ticket Routing

Automate ticket assignment based on predefined rules, ensuring that each inquiry is directed to the most qualified agent or team. This streamlines workflows, reduces response times, and enhances issue resolution efficiency.

Real-Time Collaboration

Empower your support teams with tools for real-time collaboration. Agents can share information, collaborate on resolutions, and provide faster and more accurate responses to customer inquiries.

In-Depth Analytics

Gain valuable insights into your support operations with detailed reporting and analytics. Track key metrics, measure customer satisfaction, and make data-driven decisions to continuously improve your support processes.

Use WhatsApp as Your Customer Interaction Platform

Engage in two-way communication with customers through WhatsApp. Automate customer service notifications, alerts, or reminders through WhatsApp to maintain constant contact with your customers. Incorporate WhatsApp into your ticketing capabilities or use it as a stand-alone platform to generate tickets independently. Convert offline multimedia chats into ticket forms to ensure no customer requests are missed.

Conventional Interaction via Text Message

SMS remains significant in customer engagement in regions with limited internet access. iMedia's omnichannel customer support software ensures that you are equipped with all communication channels, helping you maintain all brand interactions without any misses.

Generate Tickets for Unaddressed Customer Questions through Voice

The iMedia omnichannel ticketing system enables companies to manage both incoming and outgoing calls using the Automatic Call Distributor (ACD) and Dialer. A ticket is automatically generated every time a call is made or received by the contact center.

Streamlined Workflow

Customer questions may be handled effectively and consistently with the help of omnichannel ticketing systems. Agents at call centres are able to handle and rank tickets according to their urgency, status, and client information. By doing this, it is made sure that no client questions go unanswered and that tickets are sent to the right agents for handling. Additionally, it gives agents a defined framework to work within, guaranteeing that questions are answered quickly and carefully.

Why Choose Our Omnichannel Ticketing Solution?

Enhanced Customer Satisfaction
Deliver a seamless and personalized customer experience, leading to increased satisfaction and loyalty.
Efficient Operations
Streamline your support processes, reduce response times, and increase the efficiency of your support teams.
Adaptability
Scale your support operations effortlessly as your business grows, with the flexibility to add new channels and functionalities.
Data-Driven Decisions
Leverage powerful analytics tools to make informed decisions and optimize your customer support strategy.
Future-Proof
Stay ahead of the curve by adopting a forward-looking Omnichannel Ticketing solution that aligns with evolving customer communication preferences.