Enhance customer experience by reducing wait times and frustration in IVR queues. With a simple press of the # key, customers can request a callback instead of waiting on hold.
This automation ensures that every request is instantly logged in Zendesk, enabling support teams to follow up efficiently and improve service responsiveness.
1. How to set the Callback request option?
- As a Ringover Admin, navigate to your Dashboard > IVRs.
- Open the IVR.
- Open the IVR queue where you want to propose the callback option.
- In the call queue options, activate the Toggle "Callback requests"
2. What is the outcome?
- In the IVR: customers can dial "#" on their keypad if they want to exit this queue and request to be called back.
- In Zendesk: a ticket will be automatically created with the tag "callback_ringover". You can use this criteria to set further automations in your CRM, like assigning it to the right user group, to ensure maximum reactivity.
3. How to apply my custom tag on callback request tickets?
If you need to use a specific tag, please navigate to Dashboard>Integrations, then look up for Zendesk and click "Configure".
From the integration configuration panel, you can add your custom tag name next to "IVR callback ticket tag":