Phone by HelloDuty

HelloDuty's computer telephony integration for Zendesk — For Afica

Additional fees may apply
Some apps may require a purchase or subscription outside of Zendesk in order to function properly. See app description for full details.
Preview image of app
Preview image of app
Preview image of app

Available to all customers on a Zendesk Suite plan or Customers with Support + Talk Partner Edition - Learn more at https://www.zendesk.com/pricing

HelloDuty revolutionizes customer service by seamlessly integrating phone and computer systems. Focused on simplifying workflows, HelloDuty enhances efficiency. The company is committed to providing personalized and effective customer experiences for businesses globally.

HelloDuty's CTI integration with Zendesk

HelloDuty's CTI integration with Zendesk empowers your customer service team with a dynamic tool that seamlessly merges phone and computer systems. Imagine working in customer service without the hassle of juggling various devices and screens – everything you require appears on your computer as soon as a customer makes a call.

As an agent's phone rings, their computer screen instantaneously reveals the caller's identity and their historical issues, functioning like a readily available cheat sheet. Moreover, agents can initiate calls directly from the Zendesk CRM with a simple button click, eliminating the need to manually dial numbers on a phone. Think of it as the convenience of instant messaging, but tailored for actual phone conversations.

This integration stands out as a significant advantage for businesses in Kenya, Nigeria, Uganda, Tanzania, and beyond. It enables your team to assist customers more promptly and efficiently, resulting in reduced wait times and an overall enhancement in service quality. Streamlining many time-consuming tasks, it ensures a smoother workflow even during busy days.

Key features include:

  1. Click-to-Call: Agents can initiate calls directly from the Zendesk interface, saving time and ensuring precision in dialing.

  2. Screen Pops: A pop-up window appears on the agent's screen when a customer calls, displaying the customer's profile, past interactions, and ticket history for contextual and personalized service.

  3. Automatic Call Logging: Each call is automatically logged in the customer's ticket within Zendesk, creating a comprehensive record of interactions that's easy to track and reference.

  4. Call Control Features: The integration provides essential call functions such as transfer, hold, and mute, giving agents greater control during calls right from their computer.

  5. Voicemail Integration: Agents can access, review, and respond to voicemails directly through the Zendesk platform.

  6. Interactive Voice Response (IVR) System: An IVR guides callers to the appropriate department or provides information through automated responses, streamlining the process.

  7. Advanced Analytics and Reporting: The integration offers detailed insights on call volumes, wait times, call outcomes, and agent performance, facilitating data-driven decision-making.

  8. Local Presence: Especially beneficial for businesses in regions like Kenya, Nigeria, Uganda, and Tanzania, having a local number for customers to call can foster trust and reduce calling costs.

  9. Integration with Zendesk CRM: Ensuring synchronized customer data across platforms.

  10. Customizable Workflows: HelloDuty's CTI allows the creation of custom workflows tailored to each business's needs, enhancing efficiency and consistency in handling customer inquiries.

App details

Works with
Support
Installs
Less than 5
Author
HelloDuty
Version
1.0.0-2
Price (USD)
Free to install
Additional fees may apply
Some apps may require a purchase or subscription outside of Zendesk in order to function properly. See app description for full details.
See pricing details

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