"No one knows our products better than you, our users. We love hearing about how you use our tools and what would make them better. "
Yes, we know your products better but we would also like to see that you love hearing how different features will help us to deliver happiness to both our agents and customers.
I am saying this because your activity on the product feedback page is lower than expected. There are almost 100 posts that don't have a status (answered/planned/not planned etc.). Most of them don't have even a comment from your side. For some of them you said that the feature is planned and it had been years since that comment is there and nothing happened.
If you take a look on them you will see that we need some basic things that any call center tool has them, we are not asking for voice recognition or other stuff that in 2020 are normal.
We are asking for:
- Granularity on statuses because Away is not enough - https://support.zendesk.com/hc/en-us/community/posts/360004234047-Customizable-Call-Statuses topic since 2018
- Metric to measure agents availability - https://support.zendesk.com/hc/en-us/community/posts/360004396827-Zendesk-Talk-Allow-Reporting-on-Agent-Availability topic since 2018
- Skill routing - e.g. https://support.zendesk.com/hc/en-us/community/posts/360033449274-Zendesk-Talk-Skill-Routing 5 months waiting for an answer
- Offline after missed call - https://support.zendesk.com/hc/en-us/community/posts/115008613948-Talk-agents-remain-available-after-missed-call This post is from 2017 and you answered 2 years ago that was a priority on the roadmap....
You know that a mad customer that doesn't care is leaving without saying anything. A customer that wants to remain loyal is complaining because he doesn't want to leave.
I am not expecting for an answer to this post. I am more interested to see if something will change.
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