One of the main challenges of voice support are missed calls. When you finally take the decision to open this powerful channel and be closer to your customers, you need to be aware of what is happening in real time with those conversations, and how they are being managed.

Not addressing properly your customer, could end up affecting your precious NPS and damaging the overall customer experience.

So… How can you decrease the amount of missed calls, boost your NPS and deliver an exceptional customer experience?

Here’s how…

1. Choose a seamless & powerful customer support tool

Our golden choice is Zendesk Support. If you want to ace the customer experience you need to talk to the experts here and Zendesk allows you to put in place a simple but powerful system for tracking, prioritizing, and solving customer support tickets.

2. Go smarter on voice — (that phone number on your website won’t make the cut)

In order to successfully track, analyze and establish a flexible workaround on call activity, you need a smarter channel:

Yes, the answer is go all the way digital!

By super-powering your Zendesk support with SnapCall, you would not only be able to receive calls from anywhere in the world just with one digital call button, but also receive those calls on your Zendesk support platform, filter them and track what you could’t track before.

Once you put in place SnapCall app on your Zendesk support, your agents would be able to pick up calls coming from your website or application. The best part of it, it’s that you would be able to automatically create tickets for ALL inbound calls. Generated tickets allows you to easily track, search and share valuable insights about your customer’s behavior.

When we say ALL calls we mean it. Even the ones that were never made:

Here’s what you would be able to track using Zendesk + SnapCall:

• Call Attempts : when your customer clicks to make the call but hangs up quickly. In this case the call is never made.
• Dropped calls : when your customer calls but hangs up before any agent get the chance to answer. In this case the call is made.
• Missed calls: when your customer calls, stays on the line but all your agents are busy.
• Picked-up calls: when your customer calls and is picked up by an agent.

3. Get handy with data 🧠

Each ticket is filled up with valuable information about the customer and their customer journey. This is not your traditional call, but one with data:

• Name
• Email
• Phone number
• Location
• Visited page
• Items and value of their shopping cart

All these valuable informations give you the opportunity to deliver personalized support and also:

• Call back the customers that didn’t get the chance to talk to you — ‘missed calls’ tickets.
• Create automatic email campaigns when a customer leaves your website at a specific page, for example when you put in place an offer or special discount. — ‘call attempts’ tickets.

All these voice tickets generated by Zendesk are a huge source of valuable data, not only for your support team but also for Marketing and Sales teams. Creating new opportunities for lead generation and assessing your website/app conversions 💸.

We recommend leveraging your Zendesk triggers, macros and automations to put in place smart workflows and having a clear view on your actionable data.

SnapCall is free during 30 days. Try it now!

Having a phone number in your website leaves pretty much the door open for anyone to reach out. And then all it comes to the big question: what percentage of those calls actually brought any value to your business? 🤯

💸 Valuable calls vs 🙄 not valuable calls.

A valuable call can be different for each business, for some it can be a VIP customer subscribed to an annual plan and for others a ready-to-buy prospect that is at the end of the digital journey. In either case, this customer or prospect is already identified by you and holds a very important position on your strategy, you want them to be the closest to you, and start building a real relationship by being reachable at any time.

This is when the brilliant idea to put a phone number on your website: a no-brainer. After a while, you will see the inflow of calls to keep growing and become more complex, you will receive calls of hot leads, clients, curious people, and basically anybody, because all hold the same ‘weight’ on your inbound call flow. Your support team will start feeling overwhelmed, perhaps discouraged and flooded by many kinds of requests, some valuable and some others really useless for your business and value proposition. At the end your support will become too complex and have inefficiencies.

Then, perhaps you would ask yourself the following questions:

• How can I deliver value and be closer only to my high-value customers?
• How can I filter my inbound call flow and make it efficient?
• How can my phone support be aligned to my business objectives?

Long-answer, short: be smart and switch to a smart support 🤓

🤓 Smart Voice Support ?

What is exactly Smart Voice Support? you get calls only from the people you want. From the people that actually bring value to your business 💸

How can you filter calls? there are several criteria:

• According to the point of their customer journey
• According to how many items they have on their shopping cart or to their order
• According to customer segmentation
• According to your team availability

Receiving high-value calls becomes ultra powerful for your business, allowing you to focus on the right customers and delivering them the best customer experience.

🤖 Smart Voice Support according to Customer Journey

Start by deciding the key points of the customer journey and where they need you the most. Paying? Understanding your pricing? During check-out?

Filtering inbound calls by Customer Journey means you would be reachable only at the key times of the customer path and you can select the pages where calls can be placed.

Using SnapCall plus your Google Tag Manager, you are able to trigger the SnapCall javascript. Here’s how:

• Create a new ‘custom HTML tag’ in your GTM workspace
• Add the following SnapCall javascript code — create a SnapCall account for free here

<script type=”text/javascript”>var snapcall_script=document.createElement(“script”);snapcall_script.setAttribute(“class”,”snapcall”);snapcall_script.setAttribute(“btn-bid”,”ccdd8a5d9a1711e78f9b0ae03a1ae33f”);snapcall_script.src=”https://snap.snapcall.io/snapapp.min.js";document.body.appendChild(snapcall_script);</script>

• Add a ‘Window loaded’ trigger and filter it by page url to select web page where you want display the button and get valuable calls
• Publish and voila!

😎 So… what’s next ?

Now you are able to display a call button and offer voice support to that special customer or lead 😍

You can always A/B test and track different journey paths and analyze where it makes sense for you to be reachable. Google Tag Manager offer plenty other options to play with javascript tags, this excellent article will help you to improve that usage in your website.

SnapCall is free during 30 days. Try it now!

Zendesk Talk allows you to manage inbound and outbound calls with phone numbers in some countries where you want your support to be fully available.

Today you can also start receiving calls in countries where you still do not have full support, by simply integrating SnapCall to this workflow.

SnapCall allows you to receive calls directly from your website or application in Zendesk, without the need of any phone number. One smart button does all the job.

Once your customers click on the SnapCall button located anywhere in your website, you receive your calls on Zendesk. Easy and hassle-free!

Issue 1: too many calls

Having a phone number in your website gives your brand social proof and trustworthiness, even in the era of social media and chatbots. Customers are keener to hop on calls since its the most efficient channel to solve complex issues, but it can quickly become unmanageable as companies scale.

For this reason the SnapCall smart voice support feature allows Zendesk agents to keep receiving calls but filtering them according to multiple criteria:

• Customer journey

Be reachable only at the key times of the customer path: select the pages where the smart button should be displayed.

• Customer attributed value

Choose who gets support according to their intent: Offer voice support only for high value transactions or purchases.

• Customer segmentation and profile

Offer support only to a portion of your customers: offer voice support only to identified customers or selected personas.

• Team availability

Offer voice support only when you are available: switch on and off your call buttons as much as you want or need to.

Using SnapCall with Zendesk Talk will allow you to filter inbound calls and maintain a healthy NPS

Issue 2: trouble getting phone numbers in certain countries

To be closer to your customers and for them to actually be able to reach out, local numbers are a must. Due to recent laws being enforced in countries like Germany or the U.K, offering local support (displaying a phone number) means you need to have a local and physical presence. It can be quite tricky for some companies and startups to achieve so, when they operate in multiple markets.

What’s next then?

Integrating SnapCall to your Zendesk Talk solution, you would be able to display just one call button and route each call to the appropriate market team. If your customers are visiting you from Germany, they will be directed to the right team that can give them the support needed.

It’s that simple 💪

And there is more to discover

Make sure to check all the additional features and things you are able to achieve using SnapCall + Zendesk Talk*!

1. Start by creating your SnapCall account here
2. Download SnapCall App for Zendesk here

You are all set to go!

*you will need also a Zendesk Talk Partner Edition licence.

Known as the best technology conference on the planet, the Web Summit has become a household name for startups and technology enthusiasts.

Numbers talk by itself: 70 000 attendees, 1800 promising startups, 1 200 speakers, 1 500 investors and 24 stages full of content from the best in the industry.

The beginning

We were pretty interested since the start to take part of the Web Summit in the “SnapCall” way, and that meant connecting with lots of different people and also having a strong presence at the event.

We thought the PITCH competition would not only allow us to have an incredible visibility during the Web Summit but also allow us to gather valuable feedback from investors, the media and potential customers.

We applied along with thousands of other incredible startups to the competition. The selection process started two months before, with some 1-to-1 interviews and a deck submission.

It seems all worked pretty well since we secured our spot to the first groups-round:

“I’m delighted to announce that SnapCall has been chosen by our judges and will take part in PITCH” — The Web Summit selection committee

From Station F in Paris to Lisbon

Next big decision was to prepare our luggage and head to Lisbon ✈️

Being part of a rich entrepreneurial ecosystem as Station F, allowed us to share this experience with fellow startups from other incubation programs that were attending the event as well.

Meet STATION F startups at Web Summit 2018

Favorite ‘F’ word from Station F: “Fiesta”

It seemed like a good idea to also organize a small party to meet journalists, other startups and warm-up before the big day:

The PITCH contest: our favorite “F***” word part

Before making it to the semi-finals and going BIG, we pitched our way to the Main Center Stage, competing on two rounds with several startups on different verticals.

On each round, we had to pitch for 3 minutes, followed by a 3 minutes round of questions. Each jury panel was impressive: VC partners and board members, startup founders and Fortune 500 company directors.

Group round: we competed along 160 other startups. Only a few made it to the next round.

Web Summit on Twitter

🚨PITCH quarter finalists 2 🚨 https://t.co/NI9O7d9yE7 Aligner @RootifyPH https://t.co/ZAk0FCImIR @slidrio @Snapcall_io @reitium @CodeControl_ Lightbringer Tech @UizardIO Make sure to check out the PITCH semi-finals tomorrow ✨ #WebSummit

Quarter finals: only 20 startups made it this far.

Zendesk France on Twitter

Keep an eye out for @Snapcall_io, one the startups in our incubation program @joinstationf . They made it to the @WebSummit semi-finals ✊ 🚀 Make sure you stay tuned for the live event coverage: https://t.co/ssRf2vti82 https://t.co/uDl0iVFcxr

Semi-Final: 16 startups made their way to pitch on Center Stage (8 were selected through the PITCH rounds + 8 were fast-tracked and got pre-selected).

Numbers here were more than breathtaking: a jury panel of 20 experts, 15 000 spectators at the stage plus a broadcasting on Youtube with more than 14 000 views.

The criteria to get selected as the best startup of the Web Summit 2018 was: product, potential to disrupt, financials, team & quality of the pitch.

Snapcall on Twitter

What an amazing experience to have presented our product on stage at the largest Tech conference of the world @WebSummit 🤳🏽 We made it to the semi-finals among thousands of startups that applied and Pitched live! The future of CX is here🚀 #ReplacingPhoneNumbers #WebSummit https://t.co/xga6nBy9Rx

An exceptional experience and opportunity

It was such an incredible experience for SnapCall to have made it that far, being our first time at the event, everything was new and quite challenging 🎉

After more than 28539 pitch rehearsals at Station F, plane, under the shower, Ubers, street and even pitching while doing the line for getting food. We can say, it was all worth it!

We hope to make it to the 2019 event and this time taking the best startup prize with all that is new coming our way!