Taking inbound phone calls via an inbound call center can be very resource intensive. In fact, to be able to answer in a reasonable timeframe can really put a strain on smaller teams and companies. For bigger companies, this is kind of expected. But for smaller companies, this is a very difficult request to accommodate for their customers.
Hence, we would like the functionality to implement a call scheduling system where the customer can request a call, kind of like a call-back request, which Zendesk already supports, except within a specific timeframe set by the Zendesk Client. Furthermore, customer's who wish to talk to support on the phone, but the company does not presently have the resources to staff an entire inbound call center, they can send them a link to schedule a phone call with the support team.
Note, this is not necessarily instantaneous call back requests, rather, scheduling a call back within the designated and available time slots.
Key functionality of this feature:
1. Schedule call back system via a web widget.
2. The availability offered to the end user is determined by the Zendesk client and availability of agents currently logged in to receive a phone call or are all on a call.
3. The call-back system would be entirely automated and the agent just needs to answer the phone call and it calls the customer back in the designated timeframe.
Depending on Zendesk's primary customer base, if you have lots of smaller businesses/clients within your subscriber base, I would suggestion that this feature would add tremendous value, for a problem that many people don't even understand that there is a solution.
Please sign in to leave a comment.