Zendesk phone for Kenya, Ghana, Uganda & Tanzania
Helloduty’s cutting-edge Zendesk phone integration has been engineered to significantly enhance the operational efficiency of customer service centers not just in Kenya, but across key African markets including Uganda, Tanzania, Nigeria, and Ghana. By seamlessly fusing advanced telephony functionalities into your customer service workflows, Helloduty ensures each engagement with your clientele is informed, efficacious, and seamless.
Our Kenya-based support team, deeply familiar with the regional nuances of Africa's diverse markets, stands ready to assist Zendesk users across the continent. This local expertise allows your team to effectively make and receive calls in key nations such as Kenya, Uganda, Tanzania, Nigeria, Ghana, and even beyond, in South Africa.
The Advantages of Integrating Helloduty's Enterprise Phone Solution with Zendesk:
- Click-to-Dial: Streamline your team's operations with the convenience of initiating calls directly from the Zendesk interface with just a single click. This integration erases the hassle of switching applications or manually inputting phone numbers, thereby enhancing efficiency.
- Ticket-Pop: Equip your agents with instant access to pertinent customer details as soon as calls are received. This feature ensures customers don’t have to repeatedly furnish information, significantly improving their experience.
- Inbound and Outbound Call Management: Operate all telephonic communications directly within Zendesk. Whether it's making outreach calls or attending to incoming queries, agents benefit from a centralized communication hub that simplifies call handling.
- Call Recording: Automatically archive calls for quality control, training, or regulatory adherence. These recordings are conveniently stored within Zendesk for streamlined access and review.
- IVR Integration: Present professional and efficient customer service with Helloduty's Interactive Voice Response system. This intelligent call routing feature directs customers to the appropriate agent or department swiftly, diminishing wait times and boosting the rate of first-call resolutions.
- Queues: Skillfully manage high call volumes with intelligent queuing mechanisms that promise no customer inquiry goes unattended. This feature enables effective organization and prioritization of incoming calls, all from your Zendesk dashboard.
- Call Notes: Document insights during calls and save them within the Zendesk ticket tied to that interaction. This practice ensures a complete historical view of customer engagements, promoting continuity and informed support across your team.
- AI Summary: Harness the power of artificial intelligence to summarize calls, capturing vital details and recommended actions. This innovation not only saves time but also empowers agents to swiftly comprehend and address customer needs.
- SMS and WhatsApp Messaging: Broaden your communication channels beyond voice calls. Engage with clients via their preferred platforms by sending and receiving SMS and WhatsApp messages directly through Zendesk.
Leveraging Helloduty’s comprehensive telephony toolkit empowers your customer service team to deliver unparalleled support - a blend of empathy and efficiency. Venture into a realm where each customer interaction is an occasion to impress, backed by the intelligence and tools at your fingertips that craft positive outcomes with every call.
Experience the revolutionary impact of integrating Helloduty’s enterprise phone solution with Zendesk in elevating your customer service center. Explore how our solution can transform your customer interactions across Kenya, Uganda, Tanzania, Nigeria, and Ghana today.
Maximize efficiency with Zendesk CTI Integration. Streamline calls and support in one platform in Kenya, Uganda, Tanzania or Nigeria.
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FAQ
Understanding CTI's and SoftPhones.
Be able to see what is important and make changes instantly with powerful data and integartions tothird party platfors like Africa's Talking, Twilio and Infobip.
What is a CTI or SoftPhone application?
CTI — Computer Telephony Integration — is an integration to current computer systems that enables computers to control and manage phone calls, providing a seamless interaction between enterprise phone systems and computer systems.
How does a CTI work on my computer?
A CTI can work by either install our application for the Microsoft, Android and IOS marketplace, or directly on your browser. Using your account, you can integrate to third party systems to fetch an store data.
How can I get a phone number?
Send an email to support[at]helloduty.com and we can help you procure one.
I already have a phone number can I use it?
Yes. You can use your existing phone number.
We will however have to first virtualise it. The process of virtualisation, will disable any abilities from the physical phone number and enable its use on a soft phone.
However, a virtualised phone number will only be able to receive incoming calls but not able to make outgoing calls.
A virtualised phone number is "Masked" with another number. This other number is what will be able to make outgoing calls on behalf of the virtualised phone number.
We therefore only recommend virtualisation for migration purposes only. Once migrated, you can use the "Mask" number as advertised number.
I have a phone number with Africa's Talking, Twilio or Infobip will it work?
If you have already acquired a phone number with Africa's Talking, Twilio or Infobip that is okay. We can connect your phone number to our system for same day delivery.
Send an email to support[@]helloduty.com and we shall set you up.
What are the benefits of a CTI?
The benefits of a CTI are numerous, ranging from a personalised IVR — interactive voice routing —, call routing, queue management and call recording among many other benefits.
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