How can I reduce call costs and lower the overall Zendesk Talk invoice?

Question

What strategies can I implement to reduce call costs and lower the overall Zendesk Talk invoice?

Answer

To minimize the expenses associated with Zendesk Talk, consider adopting the following product strategies:

• Use local numbers instead of toll-free numbers for cost efficiency. For the most recent offerings, see Zendesk Talk number availability and pricing and use the provided dropdown menu.
• Ensure that agents are taking calls through the browser rather than using phones to avoid additional costs.
• Promote the callback option to customers. Callback requests don't incur costs while customers are waiting, unlike costs that accumulate when callers remain on hold.
• Implement digital lines, such as a call button on your website or mobile app, enabling customers to contact support over the internet rather than through traditional phone lines.
• Analyze the volume and costs of abandoned calls each month and devise strategies to decrease these occurrences.
• Regularly access and export data from your usage charges for a detailed breakdown of your charges. Input the dates from your Talk invoice and obtain specific usage information. Export the report to CSV for an in-depth analysis. You will be able to identify the most expensive calls and evaluate whether your current setup is cost-effective.
• Redirect calls to self-service options like a knowledge base, SMS or messaging and other self-service channels. Reserve voice calls to handle complex customer issues.
• When sending SMS, watch out for special characters in your messages that could increase costs. Use Twilio's Message Segment calculator to check any messages before sending. It will flag characters that increase costs, like emojis, helping you decide if changes are needed. The fewer segments needed, the less money each SMS message will cost you.
• If you already are a Zendesk customer, use the package discounts on Talk credit. This package allows you to save up to 20% on your invoice. You will receive additional credits, for the same amount of money you would typically spend.