Editor’s Note: Zendesk Voice is now Zendesk Talk.
Throughout the day, I’ll post suggestions about the value of phone as a channel, optimizing your Zendesk Voice configuration, and important external considerations (headsets, bandwidth, browsers, etc.). But this is a two-way street: I welcome your tips and ideas on how to provide great phone support.
[Update: While the live discussion is over, you can still learn from the posted tips and comments about phone support and Zendesk Voice that were shared that day.]
The discussion is already underway; we kicked it off with “The Value of Phone + Optimizing Your Zendesk Voice Configuration.” In today’s two-part series, with new content posted at 8am and 11am (Pacific time), we’ll cover the below topics, and more:
- Did you know that customers prefer phone support over any other channel, and by a huge margin? We’ll discuss how valuable this channel can be to your business.
- Do you have an after hours phone support workflow in place? It’s important to design a thoughtful experience for your customers who contact support when your business is closed. Should they be directed right to voicemail, or do some or all customers get directed to a dedicated after-hours agent?
- Which external considerations should you take? Does it matter what type of headset your agents use, or what type of internet connection you’re using? YES. Check out Part 2 of this Fine Tuning session for our recommendations.
Head over to the forums for more details and tips, and to join the conversation
This discussion continues our Fine Tuning series, a monthly discussion in our forums about a specific topic. Hosted by a member of the Zendesk Customer Success team, each day-long discussion includes Zendesk-posted content, as well as tips and ideas from our customer community.