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Dallin Harmon's Avatar

Dallin Harmon

Joined Oct 16, 2021

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Last activity Jul 08, 2024

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Latest activity by Dallin Harmon

Dallin Harmon commented,

CommentBuilding reports

That is really good to know. Thank you. How do we contact someone from Zendesk to get that flag put on our account. We will be very careful and cautions in adding additional steps. 

View comment · Posted Nov 12, 2021 · Dallin Harmon

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Dallin Harmon commented,

CommentBuilding reports

Thank you Zendesk. I am excited to dig into these analytics and improve our customer experience. 

 

Do you happen to know if we will increase the count number of 1000 steps on the FlowBuilder? I believe once we have this fully optimized to our liking and the liking of our customers, this won't be sufficient for our needs.  Does a higher plan allow you have access to more steps within the flow?  

View comment · Posted Nov 08, 2021 · Dallin Harmon

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Dallin Harmon commented,

Community comment Discussion - Tips and best practices from the community

CJ Johnson , does this calculation work for messenger as well? As of right now, we have little to no data on messenger metrics. 

View comment · Posted Aug 26, 2021 · Dallin Harmon

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Dallin Harmon created a post,

Post Feedback - Voice (Talk)

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. 

Posted Apr 23, 2021 · Dallin Harmon

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