Responding to "Call me now" tickets in ZD

Follow

When we receive a ticket in which a client is requesting an immediate call, we want to stress the following in our response:

  • Empathy (i.e. "I'm sorry to hear about the issue you are facing.")
  • Contact information (i.e. the name of the client, the phone number)
  • Information about the issue or request (i.e. who, what, where, when?)

 

Situational Examples

1. The client does not provide any request information or contact information.

  • Example: "Help! Call me!"
  • What is needed: We need the contact information, especially the phone number. It would also be good to get more information about the issue; it may be a quick change that doesn't require a call.
  • Example response: "Hello, I'm sorry to hear you are having trouble. Can you let me know the best phone number? Please also provide us with more information about the issue so we can take a look before the call. This will ensure your request is handled as fast as possible."

2. The client provides contact information but no request information. We have appointment openings.

  • Example: "Please call me at (555) 555-5555."
  • What is needed: Nothing, we can call this client.

3. The client provides contact information but no request information. We don't have any appointment openings.

  • Example: "Please call me at (555) 555-5555."
  • What is needed: Because we are unable to call this client now, we need to know the best time to connect. We can also take this opportunity to learn more about the request.
  • Example response: "Hello, I'm happy to provide you with a call. Unfortunately, we don't have any openings today. Are you available any time tomorrow? We have openings from 9AM Central to 2PM Central. Please also provide us with more information about your request so we can take a look before the call. This will ensure your request is handled as fast as possible."

4. The client provides us with request information (with or without contact information.

  • Example: "If you look at our mobile site, the time of the class is showing before the class style and then the class time for the next class is showing below it. People are looking at the following class time and showing up at the incorrect time. We just opened a new business so this is urgent. Please call me!"
  • What is needed: If we are able to identify the issue and resolve it, we don't need any additional information. We can just let the client know the issue is fixed, but we can offer a phone call still...depending on the issue. If we cannot resolve the issue, we can respond as in Situation #1.
  • Example response: "Hello, It looks like your Schedule Widgets were set to "Legacy" styling. I have upgraded the styling to "Default" and added a bit of color. The mobile site should now be easier to read. Please double-check."

5. You call the client and there is no answer.

  • Leave a voicemail. Be sure to include your name, our company, and ticket number. Also let the client know you will followup via email.
  • Example voicemail: "Hello, this is Katie from HealCode. I'm calling in response to ticket #22000. I'll send you an email soon so that we can connect."
  • Email the client after leaving a voicemail. 
  • Example response: "Hello, It looks like I missed you, but I'm happy to reschedule a call for a time that works. Please just let me know the best dates, times, and your timezone. Also provide us with more information about your request so we can take a look before the call. This will ensure your request is handled as fast as possible."

 

Ticket Updates

Update the open ticket with the missing information that you gained during a call. For example, if the client reported a bug you would want to include an internal comment in ZenDesk describing the bug.

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Comments

  • Avatar
    David

    Awesome!

  • Avatar
    Wendy

    Oh this is good!

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