Call Agent Feature In Zendesk Messaging

In today's fast-paced digital world, customer service is paramount for any business looking to thrive. Zendesk Messaging has been a game-changer in this regard, offering a versatile platform that integrates various communication channels to streamline customer interactions. One standout feature is the Call Agent feature, which takes customer support to the next level. In this article, we will delve into Dominic's exploration of the Call Agent feature in Zendesk Messaging, covering its appearance on the website, activation, a call with an agent, and the options available after the call.

The Look on the Website

First impressions matter, and Zendesk Messaging's Call Agent feature doesn't disappoint in this regard. Dominic noticed how seamlessly it integrates into the website's design. The widget is unobtrusive yet easily accessible, typically located in the lower corner of the webpage. Its clean and professional appearance makes it inviting for customers seeking immediate assistance.

The widget also displays the estimated wait time, which is a nice touch. This feature gives customers a sense of transparency, setting expectations right from the start. It's a small detail but one that can significantly impact the customer experience.

Also read: Zendesk Conversational Experience Best Practices

How to Activate the Widget

Activating the Call Agent widget in Zendesk Messaging is a straightforward process, making it an attractive option for businesses of all sizes. Dominic followed these simple steps to get it up and running:

  • Login to Zendesk: Dominic logged into his Zendesk account, where he had already set up the Messaging platform.

  • Access Widget Settings: Within the Zendesk Messaging dashboard, he navigated to the widget settings section.

  • Enable Call Agent Feature: Dominic easily found the option to enable the Call Agent feature and made sure it was toggled on.

  • Customization: Zendesk allows users to customize the widget to match their brand's look and feel. Dominic took advantage of this by adjusting the color scheme and adding a custom logo.

  • Save Changes: After customizing the widget to his liking, Dominic saved his changes, and the widget was live on his website.

A Call with the Agent

Dominic was eager to test the Call Agent feature. Upon clicking the widget, he was prompted to enter his phone number. Once submitted, the system automatically connects you with the next available agent.

The call experience is seamless, with crystal-clear audio quality. The agents have easy access to all the information they need in order to provide a great customer experience without needing to ask too many questions.

Also read: Best Practices For Switching From Zendesk Classic Chat To Zendesk Messaging

Your Options After a Call

Once the call concluded, Dominic noticed that Zendesk Messaging continued to impress with its post-call options:

  • Feedback: Zendesk encouraged Dominic to provide feedback on the call. This feature helps businesses collect valuable insights to improve their customer service.

  • Transcript: Dominic received an email containing a transcript of the call, making it easy for him to refer back to any important information discussed during the conversation.

  • Follow-up: If necessary, Dominic could schedule a follow-up call or receive additional assistance via email or chat. Zendesk Messaging offered a seamless transition from the call to other communication channels.

Conclusion

Zendesk Messaging's Call Agent feature is a game-changer in the realm of customer service. It seamlessly integrates into a website's design, is easy to activate, offers a smooth calling experience with knowledgeable agents, and provides a range of post-call options to ensure a complete customer support journey. Dominic's exploration of this feature left him thoroughly impressed, and it's clear that Zendesk Messaging is a valuable tool for businesses looking to elevate their customer service game in the digital age. If you're looking to enhance your customer support capabilities, give the Call Agent feature in Zendesk Messaging a try; it might just be the solution you've been searching for.


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