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Enhancing Customer Support with Zendesk and Africa's Talking Integration via HelloDuty CTI

Africa’s Talking Voice enables businesses to own local phone numbers, facilitating a closer connection with their customer base. HelloDuty’s advanced CTI seamlessly integrates these numbers with Zendesk, allowing support calls to be routed directly to available agents.

In the dynamic and fast-evolving markets of Africa, delivering an unparalleled customer service experience is paramount for businesses aiming to stand out. Thanks to innovative communication technologies, companies can now offer customer support that is not only efficient but also locally attuned. One such groundbreaking integration is that of Zendesk with AfricasTalking through the seamless capabilities of HelloDuty's Computer Telephony Integration (CTI).

Africa's Talking Voice: Local Numbers, Global Impact

Africa's Talking Voice is a robust solution that empowers businesses across Kenya, Uganda, and Nigeria to make and receive calls using local numbers. This vital feature allows organizations to establish a strong local presence, significantly enhancing call-center experiences. Whether your aim is to pick a new phone number or enrich your current setup, Africa's Talking Voice, coupled with the power of HelloDuty CTI, ensures your agents can manage calls effortlessly across these key African markets.

Seamless Integration with Zendesk

HelloDuty takes the capabilities of Africas Talking a notch higher by ensuring a seamless integration with Zendesk. By utilizing HelloDuty's advanced CTI system, organizations can activate support phone numbers with local prefixes (+254 for Kenya, +256 for Uganda, and +234 for Nigeria), with more options on the horizon. This means your business appears online and ready to serve customers through these local numbers, fostering a closer connection with your customer base.

When a call comes in, HelloDuty's intelligent routing ensures it finds its way to an available agent on Zendesk. And in cases where no agent is available, a pre-recorded message covers your back, requesting the caller to try again later. The sophistication of the system doesn't end there; agents are able to see missed callers once they are back online and can return calls free of charge, ensuring no customer query goes unanswered.

The Benefits of HelloDuty's CTI Integration

1. A Unified Call-Center Platform: By combining Zendesk's robust ticketing system with the local telephony capabilities of AfricasTalking through HelloDuty CTI, businesses gain a unified view of their customer interactions, streamlining the support process.

2. Increased Customer Satisfaction: The integration ensures that all calls are answered, and quality checks are in place, leading to a noticeable boost in customer satisfaction. It's all about being there for your customers, in the manner most convenient to them.

3. Boosted Customer Service Efficiency: The seamless nature of the integration brings about a significant improvement in the efficiency of customer service operations. Agents can now access all necessary information on a single platform, cutting down on response times and enhancing the quality of support.

4. Competitive Pricing: In addition to the operational benefits, this integration offers competitive pricing, making it a cost-effective solution for businesses of all sizes aiming to elevate their customer support experience.

How We Can Help

At HelloDuty, we understand the critical role of effective communication in customer service. This is why we are committed to helping organizations acquire a phone number from africastalking and connect the CTI to Zendesk. Our aim is to make the process as smooth and hassle-free as possible, so you can focus on what matters most - providing exceptional customer service.

The integration of Zendesk with Africa's Talking through HelloDuty's CTI is not just about enhancing communication; it's about leveraging technology to build stronger relationships with your customers. It's about making every call count, every interaction meaningful, and every customer feel valued. In the bustling markets of Kenya, Uganda, and Nigeria, this integration ensures your voice is heard, loud and clear.

Let's work together to transform your customer support experience. With HelloDuty, the future of customer service is not just efficient and cost-effective; it's local, personalized, and boundlessly innovative.

Last updated
March 17, 2024
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