Whether you own a big or small business, the importance of providing excellent customer service cannot be overemphasized. This is why companies are taking investing in solutions like Zendex call centers seriously.
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With this solution, you will improve the efficiency of your sales team and subsequently boost productivity.
With the various Zendesk call center integration solutions available, customer support just got better. This means you can combine Zendesk’s customer support software with other call center solutions.
If you want to know how to use these integrated call solutions to improve your business, then you should keep reading. This article will provide you with everything you need to know about call center integration for zendesk.
What Is Zendesk?
Zendesk is a multifunctional customer service software that helps you interact seamlessly with your customer. Apart from organizing your customer support needs, the software also helps with sales and other customer communication.
With Zendesk, your customer service team will find it easier to communicate with customers and affect sales across different channels. Whether customers are sending emails, making calls, or contacting you via social media, Zendesk links all communication to one platform, thus improving its effectiveness.
As a result of the growth of digital technology, one would expect age-long means of communication like phone calls to go extinct. However, we discovered that customers still contact businesses via phone calls.
This is no reason for businesses to stick to outdated technology to communicate with their customers. With improved call center solutions like that from Zendesk, business phone conversations will be more efficient thus enhancing productivity.
Importance Of Zendesk Call Centre Integration
The importance of integrating Zendesk call solutions for your business goes beyond effective customer communication. It also helps you monitor the effectiveness of your call agents.
Indeed, investing in a call center integration will do your business lots of good. Here are some of the benefits of integrating call centers with Zendesk:
● 24/7 Call Service Support
Zendesk call support system features Interactive Voice Response software. This way, customers can reach out to businesses via phone calls at any time of the day. Although the pre-recorded responses might not answer all customer’s concerns, they can be a stand-in option till a live call is possible.
● Efficient Call Handling
For big businesses, handling large volumes of calls can be tasking. However, Zendesk has features like redirecting, routing and queueing, making call handling more effective.
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With this feature, customers can be redirected to an available call agent without wasting time. Furthermore, this ensures that customers only get across to agents that can answer their concerns.
● Enhanced Customer Experience
To retain your customers and gain their trust, you need to effectively communicate with them. Customers feel more welcome when you provide them with accurate and prompt responses. And this is what you get when you use Zendesk call software.
● Call Performance Analytics
This feature helps companies manage the customer support aspect of their business well. Zendesk provides them with tools that will help them manage the activities of the call service team.
The software features an analytical tool that helps gauge the progress of call agents in real time. They also provide managers with phone recordings and reports which help them to improve business productivity.
● Ability To Integrate With Other Tools
The good thing about Zendesk software is that you can integrate it with other customer support tools. This way, you will provide tailored customer support efficiently through one platform.
Factors To Consider When Choosing Zendesk’s Call Center Integration Solution
There are various software you can integrate to improve your business call experience using Zendesk. However, you should evaluate the following factors before investing in any of them:
- Assess the pricing packages of the service provider. You do this by confirming if the cost of the service fits your budget and your business expected call volume. If possible, compare pricing among various providers.
- Evaluate the quality and availability of essential integration features. Some integration software might not offer important features like call synchronization, ticketing, etc.
- Security and compliance standards are important factors you should watch out for.
- Ensure the call center software is compatible with Zendesk.
- The user interface and ease of installation are also important factors to consider.
Features of Zendesk Call Centre Software
Before you invest in any call center software, you must know its features. This way, you will know if the software has what it takes to boost your business productivity. Here are 8 essential features you will see in an ideal Zendesk call center software.
● Automated Call Routing
This is one of the best features Zendesk call center software offers. With this feature, you will drastically reduce the waiting time of your customers, optimize call handling, and subsequently improve overall customer experience.
This is how it works. Once a customer tries to reach your business, the software directs the call to the right call agent or department as fast as possible. It is one call feature your business should prioritize.
● Unified Agent Workspace
A unified agent workspace will boost the efficiency of your customer service representatives and allow them to meet customer expectations faster. Interestingly, this is what you get from using Zendesk.
This feature will save you the stress of going back and forth to get customer data, as everything is in one platform. Easy access to this information also means you will know your customer better, and subsequently provide them with a great customer experience.
● Call Monitoring and Whispering
These two essential Zendesk telephony features help managers to effectively train their call agents.
With call monitoring, the manager listens to the conversation between a call agent and a customer. Then he uses the information to monitor the effectiveness of the call agent and also provide feedback.
On the other hand, call whispering is a feature that allows a manager to whisper suggestions to a call agent while on a live call with a customer.
● Interactive Voice Response (IVR)
As customer telephony needs become more demanding, a feature like an interactive voice response simplifies the process. With this feature, customers get intelligent pre-recorded responses for simple issues, pending when they are directed to a live agent. This way, you will minimize delays and attend to customer needs faster.
● Report And Analytics
To assess the effectiveness of your business telephony solution, you need detailed call reporting and analytics. With this data at your fingertips, you can detect any communication flaw and address them accordingly.
At this point, you will agree with me that providing excellent customer service is one way to improve the growth of your business. First, you have to start by choosing the right call center solution to integrate with Zendesk.
Have you considered using any of the software we discussed in this article for your business? Is there anyone that we didn’t mention here that you think is great? Let us hear your thoughts in the comment section.