Prioritizing VIP Calls with Zendesk Omnichannel Routing
How does omnichannel routing prioritize VIP customer calls in Zendesk?
Omnichannel routing in Zendesk allows you to prioritize calls from VIP customers by using triggers, tags, and ticket fields. This ensures that important customers, who contribute significantly to your business, receive prompt support. By tagging these customers as VIP, their calls are automatically assigned a high priority and routed to a designated group of agents, known as the VIP Triage group. This group consists of senior agents who are best equipped to handle these calls efficiently.
To set this up, you need to create a routing trigger that identifies incoming calls with a VIP tag and assigns them to the VIP Triage group with an urgent priority. This way, calls are routed based on priority and the time they were received, ensuring that VIP customers receive the attention they deserve. For more details, you can refer to the originalZendesk help article.
More related questions
What is the process for creating a VIP agent group in Zendesk?
Creating a VIP agent group in Zendesk involves grouping agents who are best suited to handle calls from important customers. This is done by identifying senior agents with the necessary skills and experience to provide prompt and efficient support….
How can I identify and tag VIP customers in Zendesk?
Identifying and tagging VIP customers in Zendesk can be done in two ways: by tagging individual end users or by using organizations. For individual users, simply add a VIP tag to their profile. This ensures that any tickets they create will…
What are the benefits of using omnichannel routing for calls in Zendesk?
Omnichannel routing in Zendesk offers several benefits for managing calls, especially for VIP customers. It allows you to create tickets for calls as soon as they enter the queue, enabling the use of triggers to influence call routing before they…
How do I create a routing trigger for VIP calls in Zendesk?
Creating a routing trigger for VIP calls in Zendesk involves setting up conditions and actions that prioritize and route these calls to the appropriate agent group. Start by navigating to the Admin Center, clicking on 'Objects and rules' in the…
Can I set up fallback groups for call routing in Zendesk?
Currently, Zendesk does not support setting up multiple fallback groups for call routing. Calls can only be routed to a single group, which means there can't be a fallback group. This limitation applies to both group routing and IVR routing….
How does Zendesk handle agent status changes automatically?
Zendesk automatically changes an agent's status to offline if certain events are detected, such as closing the Agent Workspace without signing out or losing connection due to a network outage. This feature helps ensure that agents are not…
What should I do if omnichannel routing causes calls to be rejected as 'outside of business hours'?
If you experience issues with calls being rejected as 'outside of business hours' after enabling omnichannel routing, it may not be the expected behavior. There should be no additional setup required for omnichannel routing to work with calls. To…
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