Even in the age of bots and social media, the phone continues to be the most common way that consumers seek help. Having said that, the role of voice support has changed and is no longer the default way customers choose to interact with a brand.
As voice moves from traditional phones to new apps and devices, consumers are expecting a seamless omnichannel experience.
Today, we’re excited to announce Embedded voice in Zendesk Talk which allows you to integrate voice support into your mobile experience through our new Talk SDK.
This is the first of many releases we have planned to embed voice as part of a web and mobile experience.
What does this mean for Zendesk customers?
With Embedded voice, businesses can embed a “call” button anywhere in their mobile app to give customers a seamless, immediate way to get in touch. Businesses no longer need to list a phone number in every country they want to offer voice support. Now calls can be launched from anywhere in the world - all without leaving your mobile app.
Embedding voice support into a mobile customer experience enables businesses to control when and whom to offer voice support to based on their own parameters. For example, a business can choose to display a call button on specific pages of their mobile app or to signed-in VIP customers only.
It also enables businesses who are non-resident in a country to offer voice support as they can now navigate the strict regulatory compliance rules enforced on businesses when trying to purchase a phone number in a particular country.
How does it work?
The high-level flow for setting up digital calling looks like this:
Configure a Talk digital line
Configure your app with the Talk SDK and add a call button to connect your customers to a digital line
Customers can now call you direct from their app
Calls that are initiated from the app will be placed into the Talk queue to be picked up by the next available agent. For the agent, incoming calls from a mobile app look similar to a regular phone call that has the caller id hidden and can be answered in the Talk call console.
Who is this available for?
Embedded voice is now available for Talk customers with Team, Professional and Enterprise plans.