image for site

Introducing Phone Support in Your Organization

Learn how to gradually introduce phone support, use IVR, and manage voicemails effectively in your organization.

How should I introduce phone support in my organization?

Start gradually when introducing phone support to your organization. Instead of displaying your phone number on your website immediately, include it on specific Help Center articles or share it only with select, VIP customers.

Utilize an IVR to deflect calls and provide recordings that answer frequently asked questions to save time for both customers and agents. You can also deflect calls to text messages using the IVR to text feature and create a voicemail box for customers to leave messages, allowing agents to follow up when they have time. For more details, check out theoriginal article.


More related questions

What are the best practices for staffing and training agents for Zendesk Talk?

Hiring the right people is crucial for successful customer service. Look for individuals who are passionate about helping others and train them in both the support products and customer interaction skills. Provide training on Zendesk products,…

How can I get the most from Zendesk Talk features?

Zendesk Talk offers various features to enhance customer support efficiency. Configure an outgoing call number to provide local or toll-free numbers, and customize greetings to keep messages on-brand. Utilize voicemail, IVR, and call routing to…

What are the benefits of using an IVR system with Zendesk Talk?

An IVR system can significantly improve call management by routing customers to the right agent or department and providing recorded responses for frequently asked questions. Limit the number of IVR options to around 5 and the number of levels to…

How can I configure voicemail in Zendesk Talk?

Zendesk Talk's voicemail feature allows customers to leave messages when calls can't be answered, creating a ticket with the voicemail attached. You can also transcribe voicemails directly into tickets. When prompting customers to leave a…

What is the purpose of setting priority numbers in Zendesk Talk?

Priority numbers in Zendesk Talk allow you to prioritize certain calls by sending them to the front of the queue. This is particularly useful for differentiating service levels for VIP customers or prioritizing urgent calls. By setting priority…

How does the callback from queue feature work in Zendesk Talk?

The callback from queue feature in Zendesk Talk allows customers to request a callback instead of waiting on hold. Their place is held in the queue, and the call is automatically returned when an agent is available. This feature helps manage high…

What is the role of failover in Zendesk Talk?

Failover in Zendesk Talk ensures continuity of service by routing calls to a pre-designated number if Talk becomes unavailable. This can include directing calls to voicemail, Google Voice, or external support numbers. Failover is automatically…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites