Our company uses Zendesk Talk and receives 2000-3000 calls per day in our peak season. Because we are in the Utility Management industry, our type of customer is willing to wait extended periods of time on hold before an Agent answers the phone.
Currently, Zendesk Talk limits us to a maximum of 20 minute queue wait times. While 20 minutes is an extremely long time to wait in most industries, it is actually rather short in the world of utilities (just think about how long you usually wait to talk to an agent at your Water or Electricity company!).
This limit on maximum queue wait times actually hinders our service because customers who reach the 20 minute max are sent directly to voicemail and lose their spot in the queue.
While ours might be an edge case, we would love for Zendesk Talk to expand its queue wait time capabilities to much longer durations (0-2 hours) to allow companies like ours to use Zendesk Talk as a viable solution for telephony interactions.
Thanks for all y'all do!
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