Callback function Zendesk Talk - support other languages than English
ConcluídaWe would love to use the newly introduced callback function in Zendesk Talk, where customers can press 2 to receive a callback.
We can alter the greeting introducing callback and the greeting that confirms the customer's choice, so the launguage matches our customers. BUT, the message played to the customer AFTER the butten 2 has been pressed, we cannot alter. Therefore the part mentioned below, will always be in English, which of course does not make sense for us, since English is not our main language.
After pressing 2 the follwing message is presented to the customer:
- 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"
Please make it possible to record this message in other languages than english, so we as well can use the callback function.
Majken Jouret, Customer Experience Manager, Denmark
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Comentário oficial
Hello!
Happy to announce that Callback from Queue now supports over 20 different languages (Danish being one of them). Check out the announcement here!
Thanks, Caroline
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Hey Majken,
You're correct that these automatic messages are only available in English at this time. We do want to provide internationalisation at some point, but I can't provide a timeline as to when that will happen. It's also requires some thought before we can move ahead; what if you offer the option to route to different languages in your IVR, should we offer the callback messages in your main language (say Spanish) if your IVR has the option for "press 1 for Spanish, 2 for French"?
I understand that this is a pain point for your customers, and it's something that we are aware of.
Thanks for reaching out.
Caroline
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Hi
We just started using Zendesk Talk and the call back function was one of the reasons we purchased Zendesk. We too are a Danish Company - not knowing that the message would be in English with no possibility to alter it. Therefore we have decided not to turn on the call back function. As a Danish Company with only Danish customers we cannot have a message like this in English. Is it bad enough that waiting time is in English.
We hope Zendesk will change this within near future.
/Joan
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Hi Joan,
Thanks for adding your feedback, we know that the feature is unusable for customers like yourself at the moment. As I mentioned we're wanting to add in internationalisation but at the moment I've no timeline to share.
Thanks again for getting in touch, I appreciate it. Caroline
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