Monthly Archives: June 2019

Customer Calls, WhatsApp Chats & Zendesk: Now all in one place.

Announcing a single dashboard within Zendesk to manage both regular calls and WhatsApp chats. Just when you thought you've created the perfect customer experience, someone moves the goalpost. Last year when Whatsapp announced its WhatsApp for Business API, it became the hottest new channel to connect with customers. The pressure was on.  Businesses needed to get their Whatsapp Business API number and smoothly blend it into their omnichannel support offering. For businesses using Zendesk, we've got some great news. Our brand new integration gives you an easy way to seamlessly manage your WhatsApp messages and phone calls from within Zendesk. Why integrate WhatsApp for Business? With 1.5 billion monthly users, WhatsApp has beaten Facebook messenger to become the world’s most popular messaging app. And everyone working in customer experience knows how willingly customers will adopt this channel for speaking to businesses. Unsurprisingly, soon everyone in the customer communication business worth their salt, (including us, of course) integrated with the WhatsApp for Business API. Zendesk also announced its WhatsApp integration on August, 2018. But was it really as easy as that? Could businesses now seamlessly carry on WhatsApp conversations with their customers? Turns out, there was the usual hitch: for a seamless experience at the customer end, you need a seamless experience on the agent end. This is where we come in. A single dashboard within Zendesk to manage phone calls and WhatsApp chats It's challenging for agents to converse pleasantly while they’re fumbling to find customer information or toggling between multiple windows. That’s why Ozonetel’s single dashboard allows agents to seamlessly switch between WhatsApp chats and calls within Zendesk— while viewing all relevant customer information alongside. Screenshot of incoming WhatsApp message within Zendesk using Ozonetel So, how do agents answer WhatsApp for Business messages within Zendesk? An Agent Dashboard opens within Zendesk whenever agents log in. After indicating a ready status, they receive or make calls or chats from this dashboard. Relevant customer information automatically displays within Zendesk during the call or chat. If a first-time user calls, a new ticket is auto-generated. Agents can easily add notes, edit and add customer details directly into the open ticket while on the call/chat. Beyond the agent dashboard: Excellent management tools. Contact Center managers and customer experience leaders know that no integration stops with the integration itself. That is, after the coding is done and a solution is ready to use, there remains the long work of ensuring the system really works. How do we ensure that agents swiftly answer all those WhatsApp messages that come flooding in? How should we rework the agent planning —which agents should reply to WhatsApp messages? Which ones would manage calls? Or should blended agents manage both? In short, it falls upon the call center or contact center manager to ensure you have a truly omnichannel experience for your customer. Ozonetel’s contact center solution packs in multiple tools to help you manage, monitor and track better. Call/Chat Routing: Calls and WhatsApp chat route to agents [...]

Customer Calls, WhatsApp Chats & Zendesk: Now all in one place. 2019-07-19T14:16:14+00:00

How to implement GDPR in your Call Center

If customers cannot trust you with their data, they won’t do business with you. GDPR compliance is good for your call center, and not that complicated to implement. This blog breaks it down for you: When GDPR, or General Data Protection Regulation came into force May 2018, there may have been a collective groan from administrative staff across the globe. In today’s hyperconnected world, what affects Europe will affect businesses everywhere. But even if you are one hundred percent sure that you’ll never be privy to a European citizen’s data, ensuring GDPR compliance may be good for your call center. Because GDPR compliance allows customers to trust you—and for call centers that’s always a good thing. Besides, it’s not difficult to implement. When we had to get our contact center GDPR compliant, I distilled the complicated document into 8 basic steps. I am sharing them with you here in the hope you’ll find it easier than you expected. What is GDPR? GDPR or General Data Protection Regulation is legislation initiated by the European Union (EU). that includes a list of rules and regulations for the handling of customer data. It replaces the Data Protection Directive (DPD) and the UK Data Protection Act and other similar acts throughout Europe. The GDPR aims to strengthen data protection across the EU and other countries. Quite simply, it gives the citizens control over how organizations may use their personal data. The GDPR is applicable to any company based in any part of the world that processes and st Save ores any personal data of EU citizens. What’s the penalty for failing to comply with GDPR? If a company fails to comply with the GDPR regulations, then they can face fines up to 4% of their annual global turnover or €20 million, whichever is higher. Also, the fine amount will vary based on the severity of the violation. What does this mean for your call center? The GDPR is applicable to all types of information pertaining to a customer including call recordings. This includes: GDPR Is applicable to any personal data of the consumer. Any personal data or information that can be used to identify a person like a name, address, number, date of birth, or social security number is protected under GDPR. Also, web-based data like user location, cookies, or IP address is also protected under the GDPR legislation. GDPR is applicable to all your call recordings. The GDPR also extends to call recordings. In most call centers, the customer consent needs to be recorded before the call commences and cannot be assumed. Now it’s not enough to play the line: ‘this call may be recorded for training purpose’. How to ensure GDPR compliance in your call center? Record Caller Consent Record caller consent as oral acceptance during the call, as a message, or as part of a customer agreement. Justify Call Recordings Ensure that your business can justify the call recording for any of the following purposes: to fulfill a contract to [...]

How to implement GDPR in your Call Center 2019-06-23T11:59:51+00:00

Is your marketing campaign interactive enough? 6 unique tools to get ‘em hooked

You have it all planned. You’ve splashed your brand message across snazzy advertisements in multiple newspapers, hoardings, television, and YouTube ads. You set up a fabulous Facebook and Instagram campaign. And even got the latest Tik Tok sensation to endorse you. Everything is perfect, all the way down to your display stand in the Kirana store. But what’s your plan for keeping those customers engaged? Sure, your brand is speaking to customers, but what’s the plan for helping them interact and participate?  When they do connect with you on a channel of their choosing —either phone, social media, SMS, email—how will you respond? How will you leverage technology to personalize interactions and track engagement across both digital and non-digital ads? We explore 6 off-track tools to connect with your target consumers, even if they live in remote tier 3 cities, distant towns, and off-the-grid villages. Missed call campaigns Ever thought people might want you to hang up on them? The odd-sounding “missed call” campaigns are based on the fact, that many customers prefer you to call back. In this type of campaign, you display a virtual number in your digital, print or OOH advertisements. Your customers dial the number, it disconnects, and few seconds later they receive a callback. During this callback you can connect them with your live agent or any interactive content you’ve created for them. These campaigns have worked brilliantly for companies like Monsanto, HUL and Godrej who’s innovative “missed call” campaigns connected them with millions of customers across India including remote villages and towns that were off the internet grid. Several of our clients have found that “missed call” campaigns get better responses than advertising toll-free numbers. Possibly because the prospect is surer of not being billed. Or maybe because it's faster— they don’t have to wait in queues to speak to agents.   In these campaigns, the prospect gets in touch with you at a time which is convenient to them and when they are open to listening to you—it’s a far more effective approach than spamming them with unwanted cold calls. Many businesses also use missed calls as a convenient way of letting customers opt-out or opt-in to their email/SMS notification campaigns. Mobile Radio Integrations Indians love their filmi music, masala and gupshup. So, if your target consumer is an Indian with a basic smartphone and negligible choice of radio channels, 15 minutes of free filmi radio content guarantees engagement. This is the secret behind the hugely successful Kan Khajura Teshan that connected HUL brands to over 50 million consumers pan- India. (on our platform :-) Radio integration with the telephony also unearths important customer engagement metrics. Marketers learn how and who engages with the radio ads and can tweak the calls-to-action to improve response rates. You can also foster relationships with customers who have engaged with you through mobile radio, build confidence, and provide more personalized engagement driven by offers and programs. Bots/IVR The web is saturated with impersonal content, how can [...]

Is your marketing campaign interactive enough? 6 unique tools to get ‘em hooked 2019-06-23T12:03:06+00:00