Phone Support Using Ifbyphone Widget For Zendesk

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Help Desk Managers - Learn how to make great customer support even easier and stay on top of all your customer conversations, including phone calls, by using the Ifbyphone Virtual Call Center Widget & Voice Mail Transcription For Zendesk.

Learn how to:
Measure marketing effectiveness by analyzing real-time call data to increase your company's efficiency.
Manage inbound customer inquiries by customizing how you greet and forward sales and support calls.
Automate outbound notifications to deliver vital reminders, confirmations and surveys over the phone.

5 Rules for Great Phone Support
1. Make it easy to contact you.
2. Personalize caller experience.
3. Answer inquiries quickly.
4. Don't let voice messages get lost.
5. Make your agents happy, let them work from home!

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Phone Support Using Ifbyphone Widget For Zendesk

  1. 1. Ifbyphone® Widget for Zendesk<br />Manage your phone support <br />directly in Zendesk<br />Share comments @zendesk and @ifbyphone using #ZenByPhone<br />
  2. 2. Webinar Agenda<br /><ul><li> Intro to Zendesk
  3. 3. Intro to Ifbyphone
  4. 4. Benefits of Phone Support
  5. 5. Ifbyphone Widget Overview</li></li></ul><li>What is Zendesk?<br />
  6. 6. Introducing the Speakers<br />Irv Shapiro<br /><ul><li> CEO & Founder of Ifbyphone
  7. 7. Two-time Inc 500 Winner
  8. 8. 2011 Stevies Finalist For Sales & Customer Service</li></ul>Mike Warren & Kate Hobbie<br /><ul><li> Both have been at Zendesk since 2009
  9. 9. Mike: 20+ years of extensive support experience
  10. 10. Kate: Doubled Zendesk’s support team in 1 year</li></li></ul><li>What Is Ifbyphone?<br />Voice Based Marketing Automation Platform<br />Measure marketing effectiveness<br />Analyze real-time call data to increase your company’s efficiency.<br />Manage inbound customer inquiries<br />Customize how you greet and forward sales and support calls.<br />Automate outbound notifications<br />Deliver vital reminders, confirmations and surveys over the phone.<br />
  11. 11. Why ProvidePhone Support?<br />We believe the telephone is one of the best branding devices out there. We have the customer’s undivided attention for 5-10 minutes. If we get the interaction right, what we’ve found is that customers remember that for a very long time and tell their friends and family about us.<br />Tony Hsieh<br />CEO, Zappos.com<br />
  12. 12. 5 Rules For Great Phone Support<br />Make it easy to contact you<br />Personalize caller experience<br />Answer inquiries quickly<br />Don’t let voice messages get lost<br />Make your agents happy, let them work from home!<br />
  13. 13. Ifbyphone’s Solution<br />
  14. 14. Managing Your Voice Mail Messages<br />
  15. 15. Call Distributor: Manager Dashboard<br />
  16. 16. Call Distributor: Agent Panel<br />Agents Can See:<br /><ul><li> Caller ID and location
  17. 17. Phone number called
  18. 18. Keyword searched for on Google
  19. 19. Customer info stored in Salesforce.com</li></ul>Agents Can Also:<br /><ul><li> Enter notes about each caller
  20. 20. Assign a revenue value to a call
  21. 21. Transfer the caller to another agent</li></li></ul><li>Integration Process<br />
  22. 22. Ifbyphone Widget In Zendesk<br />
  23. 23. “Zendesk’s Story Using Ifbyphone” Kate<br /><ul><li>20+ Agents
  24. 24. 5+ countries
  25. 25. 27/5 Support
  26. 26. Using Skype-In #s
  27. 27. 1,000 calls per month
  28. 28. Average Call: 8 minutes
  29. 29. 200 voice messages</li></li></ul><li>“Zendesk’s Story Using Ifbyphone” Kate<br /><ul><li>Using Ifbyphone, our dropped calls decreased by 50%!
  30. 30. With reporting, we’re able to easily understand our call routing and how we can capture the most calls
  31. 31. With voicemail transcription, we’re able to easily see what calls are about at a glance, which saves us time.
  32. 32. We love that employees can work remotely</li></li></ul><li>“Zendesk’s Story Using Ifbyphone”Mike<br /><ul><li>Easy to setup
  33. 33. Works with Skype-In
  34. 34. Agents can work anywhere
  35. 35. Handle calls within Zendesk
  36. 36. Ifbyphone is easy to use
  37. 37. Ifbyphone provides awesome customer service, too!</li></li></ul><li>Next Steps?<br /><ul><li>Sign up For Zendesk
  38. 38. Sign up For Ifbyphone
  39. 39. Learn more!</li>

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