In this article, we'll cover:
Zendesk app integration for RingCentral
With Zendesk and RingCentral integration, your business can supercharge an already excellent digital phone system app with all the functionality of a leading customer support solution, and vice versa.
This means that the services of both providers are integrated into one unified app for your convenience, allowing you to easily improve customer retention, boost employee productivity and streamline business flow.
You’ll have ready access to software that allows you to make and manage phone calls, as well as messaging systems.
Those are just a few of the great features of the integrated app. The rest are covered below.
With RingCentral for Zendesk, you can both make and receive phone calls through the RingCentral app – all from your Zendesk account. Additionally, you can manage your incoming calls more effectively since the software will automatically bring up the caller’s matching customer records. This also allows you to filter calls more efficiently.
The multi-calls ticket log also lets customer service representatives log inbound calls while engaging with a different customer. This reduces missed calls while raising call efficiency and allows employees to deal with voicemails more easily.
Regardless of whether you use Windows or Mac systems, you will always have easy access to RingCentral for Zendesk and its full functionality. It is compatible with all major browsers, including Firefox, Internet Explorer and Safari.
Another key feature is its smooth integration with any device capable of using RingCentral services, ranging from desk phones and mobile devices to computer systems that use the desktop app.
How it works
The Zendesk integration is designed to maximise call efficiency for customer support workers. All the functionalities the integration allows for making the calling process streamlined and more seamless for everyone involved, especially the users (your agents).
Users see a pop-up notification whenever they receive a call. If this happens while they’re already engaged in a different call, the software will prompt users to save their progress. Then they can either continue with the ongoing call or move on to the new one.
After a call has ended, the software allows users to create a new ticket or update an existing one, depending on the specific case. It also displays the entire call history, as well as the user’s work log. This helps with filtering and sorting.
Finally, users can see ongoing calls on other devices. They can set their presence under ‘settings’, which means that this is a possibility if they want to be invisible while they do so.
In terms of operating system requirements, the software is very flexible. It’s able to run on Windows XP, 7, 8, or above, and Mac OS X Mountain Lion and above. There are also multiple pricing options so that you can match the right one to your Zendesk account.
Benefits of using RingCentral for Zendesk
The seamless integration between the two solutions is a crucial benefit of using RingCentral for Zendesk. This integration allows you to automate the simple, repetitive, day-to-day tasks associated with customer support, which benefits all parties involved.
Automation is growing rapidly among customer service providers, and the integrated app makes this automation process smooth and easy.
The result is a service that improves workflows, facilitates customer interaction and upgrades the customer experience overall. This is a key benefit of RingCentral for Zendesk, as direct communication with customers is made easier and internal communications are improved through the integrated app.
Another benefit is the ease of customer relationship management (CRM). Since the integrated service lets users see key customer information, they can create a highly personalised experience for the customer, which boosts customer relationships.
The inclusion of each customer’s phone number in their details also means that the possibility for misdials is greatly reduced, if not eliminated. Finally, by using RingCentral for Zendesk, you will be ensuring that all software needs are met within a single application.
How to use RingCentral for Zendesk
Below you will find an easy to follow, step-by-step guide that details how to install, set up and use the call centre with RingCentral for Zendesk.
RingCentral for Zendesk: Administrator guide
Step 1: Once you’ve signed in to the software as an administrator, find and click the Admin icon. You’ll see this at the bottom of your navigation bar, which is located on the right side of your screen.
Step 2: Select Apps, then Marketplace. You’ll find RingCentral listed here.
Step 3: Click on the button labelled Free below the RingCentral icon. Next, select the account you want to install the app in and click Install.
Step 4: Clicking on Install in Step 3 will take you back to the Admin page, where you’ll be prompted to fill in the installation details.
Step 5: After you’ve filled in those details, click on Install. This will install the RingCentral app to your Zendesk account.
Step 6: Refresh your Zendesk login session. The app icon for RingCentral will now be visible in the top right-hand corner of your screen. When you click on it, you’ll be asked to log in.
Step 7: Once you’ve signed in, you will be able to use RingCentral for Zendesk to make and receive phone calls. The installation and setup process is now complete!
RingCentral for Zendesk: User guide
One of the major benefits of the integrated app is the improvements it brings to the work-life of its users. Since it’s compatible with all major browsers and other established software like Salesforce, any customer service employee can use it.
All users need to do is log in to the service. This will give them instant access to the Dialer, History, Message, and Settings functions. The first of these allows users to make calls in CTI and connect these calls to other custom phones (including other RingCentral services’ like RingCentral Office), as can be adjusted under Settings.
The History tab keeps track of a user’s tickets. The app can create new tickets or let users add to existing ones as per the individual caller’s needs. In the History tab, users can see a log of their calls and whether those calls are attributed to a ticket.
Lastly, the Settings tab allows users to customise their RingCentral for the Zendesk experience. They can choose to automatically generate tickets, as well as set their online status. Furthermore, Settings lets users choose if they want to use phone applications to place their calls.