Voice-Based Marketing Automation

Connect, Measure, and Optimize Sales and Service Calls

Ifbyphone Widget for Zendesk

Turn Your Customer Support Calls Into Zendesk Support Tickets!

Do you know how much great customer support is worth to your business? Consider this: happy customers who get their issue resolved tell roughly four to six people about their experience.1 With unhappy customers, 91% of them will not willingly do business with your organization again.2

The Ifbyphone Widget for Zendesk elevates the support and service experience for everyone—your customers and your agents—through a powerful, customized integration that can make every customer phone call an actionable, organized Zendesk ticket. The Ifbyphone Widget makes phone support and all phone-related efforts a fully integrated feature of the Zendesk customer support ecosystem.

With the Ifbyphone Widget For Zendesk You Can:

  • Improve customer service with a feature-rich voice widget that automatically records phone calls and captures important call information
  • Activate a system that tracks the progression of your customer support calls and integrates easily with Zendesk and other CRMs
  • Serve more customers faster with voice-based tools that help you shorten response time
  • Save time and money with an efficient, easy-to-use integration that displays your most important call data up front, and scales to fit any size workforce

A positive support experience for your customers can mean higher customer retention rates, a boost in customer satisfaction and increased opportunities for cross-selling and up-selling. To provide these quality customer experiences, it’s also important to remember your customer support agents; help your agents be as efficient and happy as possible so they can give your customers first-rate service and support.

How it works:

The Ifbyphone Widget for Zendesk seamlessly integrates your customer support calls with Zendesk ticketing through two key components:

Voice Mail Integration

  • Customers leave a voice message which is automatically recorded
  • Ifbyphone routes the voice message and transcription to Zendesk
  • Zendesk creates a new ticket with the transcription and the audio file

Call Distributor Widget

  • Your help desk manager configures the Ifbyphone Call Distributor
  • Your agents install the Ifbyphone Widget in their Zendesk accounts
  • Immediately provide and access phone support within your Zendesk account

Get me started!

Once you implement the Ifbyphone Widget for Zendesk, better customer support is just moments away. Setup is simple and quick—and if you have questions, Ifbyphone’s Customer Success team is here to help you. You can get started with the integration in three short steps:

Customer Success Stories:

Our partners at Zendesk used the Ifbyphone Widget to improve their already best-in-class customer support. Here’s what the Ifbyphone Widget did for Zendesk’s customer support capabilities:

  • Dropped calls decreased by 50%
  • With Ifbyphone’s reporting tools, Zendesk was able to easily understand their call routing and how they could capture the most calls
  • Voicemail transcription saved agents time by making it easy to see what calls were about at a glance
  • Agents were happier with the ability to work from home/remotely

“Through our partnership with Ifbyphone, Zendesk now allows customer service organizations to add automated call handling and management to their Zendesk help desk platform. This is yet another addition to Zendesk’s multi-channel support capabilities that include email, web, social media, online chat, community forums and mobile apps.”
- Zack Urlocker, COO of Zendesk

 

The Ifbyphone-Zendesk integration reduces our firm’s phone costs by 80%, ensures our clients receive high quality customer service, and saves our support team time by aggregating all support inquiries, via phone, email, and web, in one place. We’ve successfully helped ourselves and our clients through this automated integration. I highly recommend Zendesk customers consider Ifbyphone as their phone solution!”
- Jonathan Hunt, President, FundNET Systems Inc.

1 Source: White House Office of Consumer Affairs, Washington, DC

2 Source: Lee Resource Inc.

Ifbyphone Widget for Zendesk Features

Agent Panel Features
Outbound calling through Agent Panel
Live call redirect (transfer calls from one queue to another)
Outbound caller ID control
Customer whisper information
View of keywords searched in Google PPC
International calling
Real-time insight into call center performance
Customer info from Salesforce.com
Real-time integrated notes for each caller
Ability to accept toll-free calls
Support and Zendesk Ticket Features
Availability and call routing settings adjust in real-time based on agent’s current call status
Multiple levels of transcription assistance
Direct connection with knowledgeable support team
Voicemails automatically create new Zendesk ticket
Calls automatically record and embed to Zendesk ticket

Featured Resources

Videos

Screenshots

Integration Portal - Start using the Ifbyphone and Zendesk integration in seconds. Just click a button, enter your agent’s Zendesk External ID and you're ready to go. Zendesk Widget - With the Ifbyphone Widget for Zendesk, make outbound calls right from your Zendesk screen. Change agent availability (available, on call, out to lunch) from the drop-down menus. Agent Panel - The Agent Panel let's you easily call out from Zendesk, shows you detailed information on your callers and seamlessly connects the current call information to existing Zendesk tickets and accounts. And if it's a new call altogether, create a new lead with just one click. Sample Zendesk Voicemail Ticket - With the Ifbyphone Widget for Zendesk, your customer support calls and voicemails are as easy to tag, adjust and assign as regular Zendesk ticket. Quickly listen to message audio, or just read the provided transcript of the call.
© 2014 Ifbyphone. All Rights Reserved. Careers | Contact Us | About | Legal | Support | Sitemap