Help Desk Integration - Phone Call

Send and receive voice calls from Enchant shared inbox

Customers love receiving support over phone calls because it allows for real-time conversation and increases likeliness of an immediate resolution. Voice calls also enable customers to convey complex problems more effectively, leading to better understanding and faster problem-solving.

Teams that aim to a provide fast yet personalized human touch, often choose phone calls as one of their customer service channels. Phone calls offer a higher level of privacy for sensitive information that builds the customer’s trust and confidence in your brand.

Manage Incoming Phone Calls

Using Phone Call integration, Enchant converts the customer’s voice call into tickets in your Enchant inbox. When a new call is received, Enchant alerts team about the new incoming call ticket.

An available team member can tend to the ticket, just like any other ticket in the inbox, and seemlessly answer the call. When a team member answers the call, the ticket is automatically assigned to that agent.

While the conversation is going on the team member can take notes about the call without leaving the ticket or the call. These notes can be used to keep the details of the conversation in one place a can be shared internally with the team.

Now, your support team can use their standard workflows and productivity tools to work together and efficiently resolve your customers’ problems.

Benefits of using Phone Call Integration

By adding Phone Call integration with Enchant, your team is able to serve your customers more effectively from a central place:

  • Boost Productivity: Assign tickets for clear ownership of requests, use macros & bulk actions for speed, and work faster with canned responses.
  • Team Collaboration: Share drafts, exchange private notes and avoid duplicate responses with collision detection.
  • Workflow Automation: Apply custom rules and organize request types for initial routing.
  • Customer Context Customer information from your CRM and recent tickets are visible when writing a response to the customer.
  • Communication History: All customer interactions via the Phone Call channel are archived in the customer's communication history within Enchant.
  • Analyze Trends: Built-in reports with ability to drill deeper for details over a certain length of time.

You agents will be able to collaborate with the team and serve your customers efficiently with the profile details at their fingertips.

Providing help to your customers using the channel that is most comfortable for them will lead to happier customers!

Integrate Call with a Few Clicks

Connect your Call with Enchant by adding the Call channel from the Channels settings page. It's a hassle free no-code solution that does not require use of advanced technical skills.

When you add the channel, the system will guide you through a few simple steps to give Enchant access to your Call. Read here for more details on the setup.

If you have any questions, feel free to reach out to us.

Common Questions

Is there any extra cost for using Phone Call Integration?
Our Phone Call Integration works via your Twilio account (a telephony provider) that will charge you their standard rates for the calls. However, unlike many help desks, Enchant does not charge any extra fees per call when using Phone Call integration.
Do you support short codes and toll free numbers?
Since we use Twilio under the hood for the call tickets, our Phone Call Integration works for any voice capable Twilio phone number.
Is it possible to use phone call integration in Enchant without porting my existing phone number to Twilio?
Yes, you can connect your existing number to Enchant without porting it by using Twilio's Outgoing Caller ID.
Can we connect more than one phone number account within an Enchant account?
Yes, absolutely! There's no limit to how many phone numbers you can add within an Enchant account. You can just create a separate Call integration for each one and manage all your customer conversations from a single account.

Deliver Faster Service With Phone Calls

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