She can also follow up with more troubleshooting questions to help pin down the problem. Rather than having to ask the caller for his callback number and other basic info, the agent can jump right in and ask him for specifics about the problem that he is experiencing. With these call details promptly logged in the Zendesk ticket, the agent can quickly focus on the matter at hand: the reason why the caller called. #2: The Agent Can Quickly Get to the Caller’s Issue/Question Those details will automatically appear in the ticket. The agent also won’t have to worry about writing down incorrect contact information-for example, if she were to mishear the caller’s callback phone number. The ticket will already be front and center in her Zendesk interface with important call details pre-populated, such as the ticket number and date and time of the call. The agent will not have to ask the caller to wait on hold for a few moments while she clicks through options in Zendesk to create a new ticket and type in key information about the call. When a call is answered, the Zendesk ticket is immediately created. 4 Reasons Why the Zendesk Integration Will Enhance Your Customer ServiceĮquipping your sales or support call agents with OnSIP’s Zendesk integration empowers them to provide efficient service to their callers in these ways: #1: Tickets Are Populated Without Requiring the Agent to Manually Create Them Once you install the Call Assistant on your Chrome web browser, not only will you get Zendesk tickets created automatically, but you can also take advantage of click-to-call within Chrome! A quick click on any phone number in the Chrome browser will instantly dial that number-all you have to do is pick up your phone handset and wait for the person on the other end of the line to answer.īoth the Zendesk integration and Call Assistant are free features for all OnSIP customers. The Zendesk integration is part of the OnSIP Call Assistant for Google Chrome.
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