Using Zendesk Talk
When you have a problem or a question you often do not have the time to search for an answer or wait for email correspondence. It's no small surprise then that consumers prefer phone calls when in need of support for a quick response! Two recent enhancements to Zendesk Talk make providing that phone support so much easier! With the Zendesk Talk, Team, Professional, and Enterprise accounts can access Multiple Greetings and Group Routing to communicate appropriately with callers and route them to the appropriate team.
If you have multiple phone numbers, you can now apply different greetings to each number. Whether you are supporting multiple brands, multiple departments, or a localized experience for each number, the ability to customize your greetings gives you greater control over what your callers hear. For example, if your Support and Sales teams are using the same Zendesk Support, you can now customize their respective greetings, voicemail, and wait messages . In your Talk settings you'll notice the Greetings tab is now replaced with a greetings library that categorizes greetings into voicemail , available agents , and wait greetings. In the example below you can see that the Support and Sales teams have their own respective greetings, voicemails, and wait messages:
Additionally, you can have situational greetings inactive but ready to be put in place when they are needed such as a holiday out of office message or an outage notification:
Now that we have our multiple greetings in place we'll want to make sure our two teams, Support and Sales, are getting the correct calls! We can accomplish this with Group Routing. When a customer calls the number with an issue, the call will only route to agents in the assigned group. As backup we can have our Sales group set as a secondary group. In this way, calls will route to agents in the primary group first, then to agents in the secondary group(s) in a round-robin fashion.
To assign our Groups to their respective numbers, select the Numbers tab in your Talk settings and select edit for the number in question. We can then assign our number to the Group:
When multiple Groups are selected for a particular number, you'll get an additional drop-down setting to set a Primary Group. I have set the Support Group as the primary but also selected Sales as a backup.
Whether your Zendesk Talk is shared by multiple teams, used in different regions or languages, or supporting multiple brands, Multiple Greetings and Group Routing are great tools that can assist you in providing a better phone experience for your callers!
If you have any further questions our customer service team is here to help! If you are craving more documentation check out the following links!