Background
A Logistic company in UK aimed to improve its call handling and reduce wait times by integrating Amazon Connect with Salesforce & then with Zendesk. The goal was to provide a seamless and efficient experience for customers while optimizing the support team’s workflow.
Objective
- Implement a personalized greeting message for incoming calls.
- Provide automated updates on queue position and estimated wait times.
- Offer a callback option to reduce customer wait times.
- Integrate with Salesforce to create cases for callback requests.
- Ensure a smooth customer experience with recorded human voice messages.
Implementation
- Greeting Message:
- Greeting message was added as the initial greeting for all incoming calls. This message welcomed the caller and provided basic information about the service.
- Automated Queue Position and Wait Time:
- After 5 seconds in the queue, an automated message was triggered. This message informed callers of their position in the queue and the estimated wait time, managing caller expectations and reducing frustration.
- Callback Option:
- If the caller remained in the queue for 35 seconds, another automated message was played. This message provided the current queue position and wait time, and offered the option to press ‘#’ for a callback.
- If the caller pressed ‘#’, the system created a case in Salesforce with
the following details:
- Case Reason: Callback
- Phone Number: The number they phoned from
- Account Name: [Customer’s Organization Name]
- Priority: Critical
- Upon selecting the callback option, a recorded message assured the caller that an agent would contact them shortly.
- Periodic Callback Option:
- To ensure callers are not stuck in long queues wait time, the callback option was repeated every 60 seconds while they remained in the queue. This continuous offer aimed to minimize wait times and enhance caller satisfaction.
Integration Workflow
- Amazon Connect managed the call flow, including playing pre-recorded messages
and capturing caller inputs. - Zendesk served as the primary ticketing system, integrating seamlessly with Amazon
Connect to manage support tickets. - Salesforce was utilized to log callback requests, ensuring that each request was
tracked and prioritized appropriately.
Results:
The integration of Amazon Connect with Zendesk and Salesforce led to a significant improvement in customer service operations for the organization. Key outcomes included:
- Reduced average wait times due to the efficient callback system.
- Higher customer satisfaction from timely and prioritized support.
- Streamlined support team workflow, allowing agents to handle more calls effectively.
This integration project demonstrates how combining cloud-based contact center solutions
with robust CRM systems can enhance customer service capabilities and operational
efficiency.
