App Spotlight: Exotel for Zoho Desk
Exotel for Zoho Desk
Calls are one of the most important customer
communication channels. By integrating your phone system with a help desk tool
like Zoho Desk, you can help your support team save time and work efficiently.
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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.
By integrating Exotel with Zoho Desk, businesses can give their
support agents a smooth work experience, thereby improving customer
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.
- 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
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