Reporting on customer contact via phone

5 Comentários

  • Ryen Sadeque

    Can we please get a reply?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Ryen Sadeque,

    My apologies for the delayed response. I reached out to one of our specialists who is looking into this issue right now. When I hear back from them, I'll be sure to update you on what they find. 

    Best regards. 

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Ryen Sadeque,

    I talked with our specialist, and here is a breakdown of what is happening. Some calls will not make tickets, like calls that are abandoned in IVR, or voicemail or in queue. For example, if the caller hangs up without saying anything. Some tickets can have multiple calls assigned to them like if there are callbacks, which could also affect these numbers. 

    Best regards. 

    0
  • Ryen Sadeque

    Devan,

    Customers that choose to make a voicemail will generate a ticket on our end. 

    So what I'm gathering from your response is that there is no reliable method to measure customer contact via phone, because Explore/Zendesk lacks the measures or metrics to be granular about this.

    This is most disappointing and I would have expected a bit more sophistication from your reporting platform, especially in a business where it's critical for us to break down why people are contacting us.

    Please ask your product team to consider adding further granularity to Explore so we can answer crucial business questions such as this.

    Ryen

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Ryen Sadeque,

    I understand this not the desired answer or functionality you are looking for in our reporting tool. I'll pass this along to our product team, but I would recommend sharing your full use case in our product feedback forums

    Best regards.

    0

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