phone support using ifbyphone widget for zendesk
DESCRIPTION
Help Desk Managers - Learn how to make great customer support even easier and stay on top of all your customer conversations, including phone calls, by using the Ifbyphone Virtual Call Center Widget & Voice Mail Transcription For Zendesk. Learn how to: Measure marketing effectiveness by analyzing real-time call data to increase your company's efficiency. Manage inbound customer inquiries by customizing how you greet and forward sales and support calls. Automate outbound notifications to deliver vital reminders, confirmations and surveys over the phone. 5 Rules for Great Phone Support 1. Make it easy to contact you. 2. Personalize caller experience. 3. Answer inquiries quickly. 4. Don't let voice messages get lost. 5. Make your agents happy, let them work from home!TRANSCRIPT
@zendesk / @ifbyphone / #ZenByPhone
Manage your phone support directly in Zendesk
Ifbyphone® Widget for Zendesk
Share comments @zendesk and @ifbyphone using #ZenByPhone
@zendesk / @ifbyphone / #ZenByPhone
Webinar Agenda
Intro to Zendesk Intro to Ifbyphone Benefits of Phone Support Ifbyphone Widget Overview
@zendesk / @ifbyphone / #ZenByPhone
What is Zendesk?
@zendesk / @ifbyphone / #ZenByPhone
Irv Shapiro
CEO & Founder of Ifbyphone Two-time Inc 500 Winner 2011 Stevies Finalist For Sales & Customer Service
Mike Warren & Kate Hobbie
Both have been at Zendesk since 2009 Mike: 20+ years of extensive support experience Kate: Doubled Zendesk’s support team in 1 year
Introducing the Speakers
@zendesk / @ifbyphone / #ZenByPhone
Measure marketing effectivenessAnalyze real-time call data to increase your company’s efficiency.
Manage inbound customer inquiriesCustomize how you greet and forward sales and support calls.
Automate outbound notificationsDeliver vital reminders, confirmations and surveys over the phone.
Voice Based Marketing Automation PlatformWhat Is Ifbyphone?
@zendesk / @ifbyphone / #ZenByPhone
We believe the telephone is one of the best branding devices out there. We have the customer’s undivided attention for 5-10 minutes. If we get the interaction right, what we’ve found is that customers remember that for a very long time and tell their friends and family about us.
Tony HsiehCEO, Zappos.com
Why Provide Phone Support?
@zendesk / @ifbyphone / #ZenByPhone
1. Make it easy to contact you2. Personalize caller experience3. Answer inquiries quickly4. Don’t let voice messages get
lost5. Make your agents happy,
let them work from home!
5 Rules For Great Phone Support
@zendesk / @ifbyphone / #ZenByPhone
Ifbyphone’s Solution
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Managing Your Voice Mail Messages
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Call Distributor: Manager Dashboard
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Agents Can See: Caller ID and location Phone number called Keyword searched for on Google Customer info stored in Salesforce.com
Agents Can Also: Enter notes about each caller Assign a revenue value to a call Transfer the caller to another agent
Call Distributor: Agent Panel
@zendesk / @ifbyphone / #ZenByPhone
Integration Process
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Ifbyphone Widget In Zendesk
@zendesk / @ifbyphone / #ZenByPhone
20+ Agents5+ countries27/5 SupportUsing Skype-In #s1,000 calls per
monthAverage Call: 8
minutes200 voice
messages
“Zendesk’s Story Using Ifbyphone” Kate
@zendesk / @ifbyphone / #ZenByPhone
Using Ifbyphone, our dropped calls decreased by 50%!
With reporting, we’re able to easily understand our call routing and how we can capture the most calls
With voicemail transcription, we’re able to easily see what calls are about at a glance, which saves us time.
We love that employees can work remotely
“Zendesk’s Story Using Ifbyphone” Kate
@zendesk / @ifbyphone / #ZenByPhone
Easy to setup Works with Skype-In Agents can work
anywhere Handle calls within
Zendesk Ifbyphone is easy to use Ifbyphone provides
awesome customer service, too!
“Zendesk’s Story Using Ifbyphone”Mike
@zendesk / @ifbyphone / #ZenByPhone
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