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Business needs

While supporting customers, agents are constantly switching between their help desk tool and the communication platform they use to make and receive calls. This results in lost context, hinders productivity, and ultimately creates inefficiency among support agents. All of these give way to a broken customer experience. 

Solution

By integrating Exotel with Zoho Desk, businesses can give their support agents a smooth work experience, thereby improving customer satisfaction.

This integration takes away some of the biggest pain points support teams face with features like:

• Real-time notifications: Get a pop-up notification on your Zoho Desk screen for each incoming or missed call to your customer facing Exotel number.
  
• Call-ticket association: Create or update a ticket with call details.
  
• Click-to-call: Initiate outbound calls from Zoho Desk in just a single click. You can also map Exotel users to Zoho Desk users and enable the click-to-call function for some or all of them.
  
• Call recordings: Each call is automatically recorded and added to the ticket details.
  
• Automatic ticket creation for missed calls: For each missed call, a support ticket is automatically generated, ensuring that no customer requests are left unattended.
  

Benefits

• Removes context switching and improves agent productivity
  
• Empowers agents to deliver a better customer experience by providing them with additional ticket details
  
• Improves support ticket tracking with automatic ticket creation and updates depending on whether the call is from a new or existing custom
  
• Ensures that support agents never miss a call with real-time notification alerts
  

Get the extension here