There’s a new test for service effectiveness – if it’s a slick agent experience, the same will apply to customers.
It’s easy to see why it’s true. Think about it: Agents with a single view of everything they need to know, even BEFORE they begin a customer interaction, must surely be well-placed to deliver a rich and rewarding experience.
Name, company, outstanding ticket status, contact history, cross-selling opportunities – all right there on the screen.
Indeed, more and more enterprises (no matter their size) leverage sophisticated and feature-rich Customer Relationship Management (CRM) or Helpdesk Ticketing platforms to capture and curate such information.
However, integrate those platforms with an omnichannel Contact Center as a Service (CCaaS) strategy or a Communication Platform as a Service (CPaaS) solution, and the magic really starts to happen.
Take Deltapath for Zendesk CTI for example. It upgrades agents’ experience. With incoming calls, agents click the answer button right on their Zendesk screen. There is no need to slide over to a desk phone or smartphone to answer calls anymore. Everything is a click away, including the hold, transfer, and disconnect buttons.
But, before the answer button is clicked, customer profiles and historical data are spun up on the agent’s dashboard, ensuring no frustrating repetition of basic introductions and questions, and agents are not pivoting between siloed service applications.
“It’s very frustrating to call up about something and for a whole investigation to have to take place to work out exactly who you are, what you might be calling about, and whether you have an ongoing, unresolved issue,” says David Liu, Founder and CEO of leading business technology solutions provider Deltapath.
“It’s far better for an agent to be immediately presented with everything there is to know about a customer, all in a single view on a single screen. What is slick for the agent is also slick for the customer.”
In the case of Deltapath’s Zendesk integration, it does more than just make agents more effective.
“It also helps make their job a little less mundane as they can be far less generic and greet their caller in a much more personalized way,” says Liu. “Agents are able to provide a much more white glove, Ritz Carlton-type of service. It is more fulfilling for them from a job satisfaction perspective and creates a high-quality experience for the customer.
“If an agent instantly knows a lot about a customer with whom they interact, it also instils trust in the brand. The customer feels confident that someone will satisfactorily resolve their issue, and they are not discouraged from making contact again in the future. Also, all communication activity is automatically logged in a customer’s Zendesk profile, and agents can add in additional notes about the call where necessary.”
As well as inbound benefits, Deltapath’s Zendesk integration also supports outbound communication efficiencies. Agents look up a customer and simply click on their number to initiate an outgoing call, saving time and mitigating against human dialler error.
And then there are the revenue generation opportunities it supports too: the ability for sales teams to use Zendesk to support cross-selling initiatives and automatically reach out to customers.
“Our mission is always to help enterprises be more efficient, provide a better customer experience, and drive revenue. For us, that means working with them to understand their pain points and leveraging technology to re-engineer workflows. That’s how to help build a better business.”
To learn more about how Deltapath can help you and your customers’ businesses get more from Zendesk, click here.
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