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Product Feedback: Voicemail behavior

Answered


Posted Mar 05, 2024

Hello Team, 

Currently voicemail is available in a couple of scenarios and namely in IVR itself and without IVR menu when configured independently in Talk lines. In this case we have the following cases:

- We are in working hours -> when customer press 1 at any time - voicemail menu is presented -> customer leaves voicemail and call will be ended automatically

- We are in working hours and all agents are busy or not available -> voicemail menu is presented -> customer leaves voicemail and call will be ended automatically

- We are outside working hours -> voicemail menu is presented -> customer leaves voicemail and call will be ended automatically

What we would like to have as system behavior is for Voicemail to be presented during greetings like "Press 1 at any time to leave a voicemail" -> customer leaves voicemail message -> system prompts them with the suggestion to press 2 to stay on the line or press 3 to end the call.

What this will do is improve the customer experience when trying to reach Customer Support. 

Ideally, we would like the customer to be able to leave a voicemail not only at the end of the call, but at any time with the possibility to go back to queue after the voicemail menu.


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3 comments

Official

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Sean Chuang

Zendesk Product Manager

Hello,

Thank you for your suggestion. Our focus is to deliver the next gen of IVR via voice virtual agents so at this time we are not looking to make iterative improvements to our classic IVR. Once we roll out the voice virtual agent service, I would recommend you test it to see if it satisfies your needs (we think it does). 

Thanks,
Sean

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Shawna James

Community Product Feedback Specialist

Hey Atanas,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Hi Sean,

 

Would we be able to test new feature without add-on? 

 

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