Brayden Materi

Hi there,

I am confused. Is this not the exact same suspend feature from before? I don't really see how it is any different or how it prevents people from opening incognito windows to spam the chats with fake accounts.

Hey Kelly,

We explored the options they presented and there is no way to do cold transfers that I could find. We currently use our previous call centre software at this time, which is extremely disappointing. If you find a solution that works, please let me know!

Thank you,

Brayden

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

It affects agents and customers. We are unable to transfer calls to anyone outside of our customer service team, as voicemail is common. When we do transfer to voicemail, customers will often miss a majority of the voicemail message. Unable to transfer calls, we have to provide people with phone numbers instead. 

What problem do you see this solving? (1-2 sentences) 

Increased customer service as we are able to ensure that customers are transferred to the correct number and minimize mistakes that come with writing a number down. Significantly faster turn around times on phone calls requiring a transfer.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

It is a daily problem. We receive over 10,000+ inquiries in a year and are not able to transfer a single one of them. It has caused frequent call backs because customers wrote the number incorrectly. We are frequently asked about Zendesk by other Government Ministries and we have to advise that Zendesk is not an option at this time, as it is missing the blind transfer function.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Yes, we turned off Zendesk Talk and re-instated our previous phone system. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

An option to transfer calls out without/before the other line picks up. It is a basic function of almost all call software and it is disappointing Zendesk does not have such a simple feature.