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Voicemail with options for the basic business information

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Sangi Mok

Posted Aug 02, 2022

I would like to check if Zendesk allows merchants to record the basic information of our business such as store information, returns & exchange policy so that when customers dial in during non-office hours, they have options to select to receive the basic info before leaving a voicemail. Are we able to set this up in Zendesk? 

Thanks
Sangi 

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    Official

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    Widson Reis

    Zendesk Product Manager

    Hi Sangi Mok,

    This looks like something that can be accomplished with our Guide product: Guide allows you to set up a self-service knowledge base so your customers can find themselves the answer for the most common issues before reaching out for an agent.

    You can find help about how to set up Guide in this article. 

    I hope this helps,
    Widson

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    Sangi Mok

    Hi Widson Reis

    Thanks so much for the information. Much appreciated. I will look into it shortly. 

    Kind Regards

    Sangi

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    Sangi Mok

    Hi again Widson Reis

    We did set up the Help Centre with all the necessary articles included and placed on our eCommerce website. How about a similar thing via phone call? 

    Let's say a customer calls our hotline during the non-office hour, except for the greeting message, can we record the basic info so they may be able to find the answers before leaving the voicemail to our agent? Below please find the example for your reference. 

    Thanks

    Sangi

     

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    Widson Reis

    Zendesk Product Manager

    Hi Sangi Mok,

    Yes, besides the main greeting, you can have several greeting messages, one for each of your IVR options. Actually, our article on good practices when using Talk advises customers to do that: 

    Use an IVR to deflect calls
    • Provide recordings that answer frequently asked questions to save customers and agents time
    • Deflect calls to text messages using the IVR to text feature

    Follow this article to learn how to configure your IVR with greetings. 

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