Fine Tuning: Phone Support and Zendesk Voice

21 Kommentare

  • Mathias Nahmanovici
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    We estimate that 1 in 8 calls via Zendesk Voice faces issues of delay or simply drops. Not sure I understand how these fine tuning sessions work but I'd be happy to hear how to improve the quality of our calls. 

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  • Katie Winn
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    Hi All!  Part 1 is live!  Feel free to join our discussion on voice today by adding comments and following the article.  Thanks!

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  • Katie Winn
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    Hi @mathias - all you have to do to participate in our session is leave a comment, so you are doing great!  Definitely check out our next posting at 11am PST where we will discuss things you can do to improve your Voice quality.  I'll leave another comment here when our next section is posted.

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  • Ben Riser
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    @Mathias The high error rate your seeing here is definitely not the norm! I'd be happy to look into this a bit further with you. I'll get a ticket created and we can dive deeper than what might be covered in this article.

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  • Tralew
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    Hi, we are currently in the process of moving our customer service department over to Zendesk Voice. We currently have one 800-number that is called in to by the donors, who are then put into a vm system which gives them 8 menu options. Can this be configured the same way the Zendesk Voice, or does each vm box have to have a separate number?

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  • Tiffany Rockwell
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    @Tralew Hi! Each voicemail would need its own Zendesk Voice number as we currently do not have a "phone tree" feature.  With the separate numbers you can build out a workflow around each one using Triggers. Let me know if you have any additional questions and we can jump into a ticket together. 

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  • Tralew
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    Thanks Tiffany, 

    So we would have to set up a different 800 number to direct to each vm box in order to get the incoming calls to go to the correct department?

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  • Tiffany Rockwell
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    @Tralew I am going to open a ticket and we'll take a closer look at your setup! 

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  • Katie Winn
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    Hi @Tralew - You can have your single 800 number with the same 8 menu options that routes to 8 different voicemail boxes.  If these 8 different options route to a different agent then yes each voicemail box needs its own number.

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  • Katie Winn
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    Hi All!  Part 2 is now live!  Check out our Zendesk recommendations enhancing your Voice call quality! 

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  • TikoK.
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    What is the best way to transfer calls between agents in an escalation situation? 

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  • Katie Winn
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    Hi @Tiko - While we don't have the ability right now to transfer calls (something we are working on though).  You could always take the ticket you created from your phone call and escalate it to the next agent or assign it to a escalation Group within your Zendesk.  Thanks for your question!

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  • Erik Vos
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    We love the voice integration. But for Europe we hope to get number porting cabiilities soon. So our customers can continue to work with their existing number

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  • Katie Winn
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    Thanks @Erik we are thrilled you are loving Voice!  Do you have any tips or best practices from your team to share with our community?

    We are definitely keeping our partners in Europe in mind as we continue to expand on our Voice capabilities.

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  • Erik Vos
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    On average it takes a Zendesk customer 6 months before they start playing with the Voice integration. During the pilot of Zendesk Voice we advice customers to start with one agent, and let the other agents handle the traditional calls. And fill user base with end user pictures. Especially before you start training agents using Zendesk Voice

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  • Bill Zing
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    One tip for Agent Training: We're starting to see quite a few customers using  Zingtree to place an interactive Agent Script alongside the Zendesk interface.  As an agent is talking, they can ask questions and click through the script to get answers for the caller.

    You can learn more about using Zingtree for Agent Scripting in Zendesk here.

     

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  • Katie Winn
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    That's awesome thanks for the tip @Bill!

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  • Josh
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    When is the next live webinar about ZD voice? Please follow up with me via ticket? Thanks!

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  • Emily Vince
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    @Josh - We have weekly live webinars for Zendesk Voice every Thursday. I'm putting the links here in case others are interested:

    Every Thursday - 7am PST | 10am EST | 3pm GMT

    Every Thursday - 10am PST | 1pm EST | 6pm GMT

    I'll follow-up in a ticket, too, in case you have any other questions!

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  • Roman
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    Hi, 

    I have headset with microphone and headphones jacks. 

    I cant hear my customer, he cant hear me. I tried with multiple numbers and I donw know why it doesnt work. Can someone help me?

    Also: Why did you deactivate chat support since i bought the Zendesk? This is very slow communication :(

    Roman

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  • Jessie Schutz
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    Hey Roman! Sorry about the delayed response here. I see that you're getting help with this from our Tier 2 support team. They'll be able to take you the rest of the way!

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