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annie.wu
Joined Apr 15, 2021
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Last activity Oct 27, 2021
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Latest activity by annie.wu
annie.wu created a post,
Feature Request Summmary
We need the ability to see questions asked by customers that didn't have a resolution or when the customer selects "No" when asked if the article helped answer their question.
Description/Use Cases
Zendesk Answer Bot only captures questions asked by customeres if the customer had clicked "Yes" for "Does this article answer your question?". We need the ability to also see the questions asked by customers when there is no resolution selected.
Business impact of limitation or missing feature
We have already optimized our articles as recommended, but we still have a low resolution rate. It is difficult to determine what type of articles we should write to resolve the low suggestion rate and resolution rate. It's great to see the type of questions customers ask when it helps provide the right answer, but this doesn't help us provide articles that are helpful for the customers that didn't get their answer resolved.
Other necessary information or resources:
I found a related post here.
I also saw that we can view content cues, but there isn't much information in there for us when I tried it.
Posted Sep 24, 2021 · annie.wu
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annie.wu created a post,
Feature Request Summmary
Zendesk Talk's callback feature should have the ability to customize the callback options greeting after a caller confirms that they would like a callback.
Description/Use Cases
The following greeting is only available in English, and we are not able to customize it to support another language.
- Press 1 to request a callback on the number they've called in from
- Press 2 to request a callback to a different number. The alternative number must be in E.164 format, i.e. [+ or 00][country code][subscriber number including area code]. If it's not in the correct format, the customer will be prompted to enter again.
- Press 3 to return to the queue on hold
We need the ability to customize this greeting on our French line.
Business impact of limitation or missing feature
We cannot use the request callback feature on our French IVR because:
- Our French-only speakers won't be able to understand the menu
- Serving an English-only menu for Quebec callers will not comply with the Quebec language laws
Other necessary information or resources:
This is most likely an issue for all other multilingual companies. I hope that this feature will be available for us, so that we can support our customers with a callback feature.
Posted Jul 15, 2021 · annie.wu
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annie.wu commented,
I agree with @.... We need a way to customize the callback options for the callback menu options below. This is a big issue for for us as we're a Canadian client who have locations in Quebec. We cannot use this feature for our French numbers because French-only speakers would not understand these options. Additionally, it would also not comply with the OQLF.
We cannot customize this menu option as described by @.... I also checked with a Zendesk support rep, and they confirmed that this is a missing feature, so there is no work around for this.
- Press 1 to request a callback on the number they've called in from
- Press 2 to request a callback to a different number. The alternative number must be in E.164 format, i.e. [+ or 00][country code][subscriber number including area code]. If it's not in the correct format, the customer will be prompted to enter again.
- Press 3 to return to the queue on hold
View comment · Posted Jul 12, 2021 · annie.wu
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