For customer-facing businesses, investing in tools that help deliver faster and more effective service is a smart move. That’s because, across sectors, an inability to quickly resolve issues and make customers happy is a huge liability.
In the U.S. alone, bad service costs businesses more than $75-billion a year. And it’s easy to see challenges in delivering customer service quickly make a bad experience compound:
- Strike one: the customer has a problem with your product.
- Strike two: they call your customer service number and encounter a lengthy hold before they can speak to an agent.
- Strike three: the problem can’t be resolved right away, and over a period of time, the customer gets bounced from agent to agent, having to repeat the details of their issue each time.
Does the problem get resolved? Does it even matter? It doesn’t if you’re making your customers jump through so many hoops and invest so much time to get an issue resolved. For half of consumers, bad service alone is enough to steer them toward a competitor.
Solutions like Zendesk help businesses better help their customers by managing many of the workflows related to support. It allows businesses to automate support queues, delegate tasks, and help their customers across multiple channels—and you can go even further to deliver first-class service if you pair Zendesk with RingCentral.
Here are four great features you have to try in the RingCentral for Zendesk integration.
1. Create tickets automatically
If you’re familiar with Zendesk, or solutions like it, then you’re familiar with the ticket system, which is a log of each customer service issue that comes in. Tickets assist in the organizing, delegating and tracking of issues. Typically, a ticket is opened when a customer contacts you for help; once their issue is resolved, that ticket is closed. RingCentral for Zendesk automates the manual work behind this useful tracking system, allowing users to automatically create a new ticket for every new call or even voicemail.
2. Display your presence across RingCentral devices
Customer service isn’t a solitary affair—whether it’s jumping in to handle an overflow of calls during a busy time or a need to escalate a tricky issue, there’s often teamwork involved. While Zendesk helps customer service teams to delegate tasks, it’s good to know that the person you’re handing the job over to is ready and able to jump in when you need them. RingCentral for Zendesk displays real-time availability information for your team, showing whether they are available, busy, in “do not disturb” mode, or offline.
3. Match inbound calls with existing customer information
Every second counts when you’re trying to resolve a customer issue—and any lost time pulling up customer records or previous logs is a delay in making your customer happy. When you receive an inbound call using RingCentral for Zendesk, all existing information related to your customer immediately pops up on your screen, so you can get down to business faster.
4. Log new inbound calls while on another call
Any busy customer service rep will tell you that keeping multiple customers happy is a juggling act. First and foremost, you have to focus on working with the customer on the call you’re on. But work doesn’t stop while you’re busy resolving one caller’s issues—during that time, you may also receive other calls related to ongoing support issues or other matters. With RingCentral for Zendesk you can master that juggling act—and rest assured you won’t drop the ball—because you can log new inbound calls, even when you’re already on the phone with another customer. When a call comes in, you can either choose to save and exit the existing long and move onto the new call, or deal with the new call later.
Making customer support even more seamless
If you manage a high volume of customer service queries, then employing a solution like Zendesk is an important way to optimize workflows and meet your customers’ needs faster and more efficiently. But with features that make communicating with customers and tracking their needs even more seamless, RingCentral for Zendesk is a key add-on for busy service teams.
Learn more about RingCentral for Zendesk here.
Originally published Aug 14, 2020, updated Jan 18, 2023