For this webinar, we've partnered with the Support Driven community to provide top-notch insights from the best and most experienced support professionals in the business.
Discover how B2B and B2C companies improve the customer experience with phone support.
Learn when and how to effectively deliver phone support to your customers.
This webinar is for you if:
- Phone support sounds overwhelming.
- Do you provide phone support but wonder if there's a better way?
- You ask yourself which situations are better for phone support and which situations are best suited for other support channels?
Enjoy the Webinar:
Dave Dyson - Senior Customer Service Evangelist at Zendesk:
With me are two Zendesk customers who are also SnapCall customers and they’re going to talk about how they use SnapCall to add smart voice to their customer experience. With me, we have Alessandro Angioni, Business Account Manager and Analyst and we’ve got Mark Bangerter, Director of Support at ClickFunnels.
What does SnapCall do?
SnapCall makes it easy to add smart voice capability to your customer experience. Instead of posting a phone number on your website that anyone can call at any time, you can install a button on your website or in your mobile app allowing people to call without actually needing to see the phone number. This means you can control when, where and for whom that button appears, allowing you to focus on key people and key moments in the customer journey where voice can really make a difference.
We all know that voice is great in some situations. The better you can control when that experience is available, the better you can make use of that channel.
SnapCall helps you control the possible volume of calls and to let you know who’s calling, so you can route those calls and help customers effectively and when you have the staff available to help those customers. SnapCall integrates with Zendesk’s Talk Partner Edition, meaning calls pop right inside Zendesk support user interface if you’re using Zendesk and data of the call is automatically populated into the resulting ticket. The SnapCall button can appear within our web widget or within your mobile app via SnapCall’s SDK.
I work at Azimo, a money transfer company. We transfer money from the majority of the countries in Europe to anywhere in the world. We mainly serve UK customers sending money to Nigeria, but we can also serve customers from the Eurozone sending money to Switzerland, Norway, the US, and other key markets. I work as a Business Account Manager, so I’m mainly focused on B2B transactions, but at Azimo we serve both consumers and businesses, so those customers who have a business and would like to send money on behalf of the business to the suppliers in China or to pay salaries to some employees abroad, we are roaming quite fast. We have around a thousand transactions per day and we always do our best to make the transaction delivered, but of course, our customers have a lot of questions. This is mainly why we support three communication channels, which are chat, email, and phone support. Phone support is the channel that we started supporting recently, around a year ago. We believe that when it comes to customer experience, Azimo should adapt to the needs of the customers, so if the customers would like to call, they will have this option and if a customer would like to chat or email Azimo, this option is available as well on our side.
ClickFunnels is a SaaS company – a marketing platform where entrepreneurs and small businesses are using our software to build out landing pages, to collect leads, order pages to sell products and take users through that online sales funnel process like upsells, downsells and email marketing on a back-end. We have grown in the past five years to a hundred thousand paid subscribers, so we’ve grown very quickly. We had email support for a long time and we had chat support which we offered to different subscription levels. For the lowest subscription tier, we offered email support and we had chat support which we offered for the upper subscription tier. Also, we actually had an outbound phone support. Users would have to fill a support form and schedule a callback. We offered it to a small segment, maybe about a thousand of users, because we didn’t want to open it to everybody and have a number where anyone could call us and we wanted to keep it as a value-added for our higher-tier customers. Six months ago, our CEO came to me and said that he wants a real inbound phone support. I couldn’t find anyone that would allow us to essentially only offer phone support to a limited number of people. Because the issue with phone numbers is that if one person has a phone number, it would become known for everyone who wants to call us. So I called a bunch of different companies and finally came across SnapCall and was like “this is perfect, this is exactly what we need – to have a button that only shows up in our app for those VIP customers and they are the only ones who can call us.” We have full control of who the button shows to.
Awesome to hear you make a big use of being able to control when that button appears. Alessandro, how are you using SnapCall specifically in your voice support?
We are using SnapCall to serve all our customers basically. Only the customers who log into the website or via the app, will actually see the button available for phone support purposes. This gives us several advantages. First of all, when the call is coming our way, we already have the data of the customer even before starting a call, which means that if a customer is calling because of a problem with a transaction, we already have a transaction ID in place and we can already try to understand the issue before the customer finish explaining what happened. This, of course, helps us decrease the resolution time as well as the time of the call – simply because we have all the information that we need in place when the call starts. Apart from that, there are also other advantages for a customer as well, because the call is free because it happens on the website or on the app. There is no number that is shared with customers, so they don’t need to spend time dialing the number on their phone and they don’t lose money. At the moment, we are serving English speaking customers like this – this comes to another ability that SnapCall offers to us, which is to differentiate customers based on the language that they speak, for example. If we know that the customer is speaking English, there will be a specific button for them. This helps us managing all the incoming calls in a smarter way, reducing the resolution time and increasing the resolution rate of our calls. It’s a big win for us basically.
You are serving customers calling from any different countries and one of the things that SnapCall lets you do is that you don’t actually have to be paying for phone numbers in each different country that you’re serving because the call happens digitally.
Absolutely. 3-4 years ago, before starting with SnapCall, we had different phone numbers in all the sending countries in Europe that we were supporting. Due to the telecom industry, our customers are mainly expats, people living abroad, so sometimes, when these customers return home to Nigeria, Philippines, etc., they can still use Azimo, but they will be in a different part of the world, outside Europe. Using SnapCall technology, those customers can reach us via voice support no matter where they are, which is another positive aspect of using SnapCall.
Both of you have SnapCall button embedded on your websites. Do any of you use SnapCall on your mobile application as well?
Absolutely. Azimo integrated SnapCall both on the website and on the app. When it comes to the customer experience that we offer, we shaped it a bit thanks to the flexible API of SnapCall. We were able to pop up certain messages in certain situations, or for instance, we’re able to pop up a survey after the call ends, so a customer can rate a call. Apart from that, we shaped customer experience based on the behavior that our customer had with voice support. We noticed that at the beginning there were customers confused by digital calls because they were used to traditional phone support via phone number, so they were clicking the button and they weren’t understanding what was going on after that, so right now on our website and on our app, if a customer would like to initiate a call, we pop up a message which says “the VOIP (Voice Over Internet Protocol) will be initiated, all you need to do is activate your microphone on your device – once it’s done, the call will start”. This made the customer experience much better. Apart from that, when the call is initiated, a customer is able to see the name of the agent that is taking the call. It’s a small change, but we understand that customer talking to one of our agents would probably like to know with whom they’re talking. Also, if they need to follow up in the future, customers know the agent who they were talking to last time. All these small changes make customer experience with voice support much better.
How challenging was setting up SnapCall to get it integrated into your process and in to Zendesk?
The integration with SnapCall API was really smooth. Whenever there was a question or we wanted to add any functionality, we had full support from SnapCall team which was crucial, so it was really fast. When we started using SnapCall API and when we started understanding what we could do with this tool, we started playing with it and started shaping a lot of different features. The integration that we have with SnapCall is complete, we have it in our website and app, but we’re constantly adding something more depending on the customer expectations, customer experience that we would like to achieve using SnapCall. In general, the integration was a very positive experience for Azimo.
Watch the entire webinar via the video in the page above, or watch and read in snippets by going to Part 2: Do customers prefer phone support?