What is call forwarding and how does it work?

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How Avera boosted its customer experience with customer service software Avera , the renowned Mexican home appliance brand, uses Zendesk's comprehensive software as a customer support tool to accompany the growth of its company. Not only has it automated call and ticket management , but it has integrated its customer information into a single platform to streamline decision-making and streamline inquiries. A type of company like Avera needs digital tools to support query management. With the variety of products it offers, can you imagine the volume and variety of queries that can be received every day? This is where intelligent call forwarding and routing can make all the difference in your business and free your agents from repetitive and exhausting tasks. Check out some of the most notable results.

In the first year it reduced the call abandonment rate from 2,000 to 210 calls at an average of 4,000 calls per month; In two months, the first response time dropped from 124 seconds to 72 seconds; improved customer satisfaction levels : NPS (71%) and CSAT 4.6; mapped the customer journey looking for frictions in the customer experience to improve interactions. “With Zendesk you can detect and act; You can save a lot of time thanks to the efficiency of the platform Phone Number List in terms of reporting and management. It allows you to have the information at hand at any time to really solve problems or customer requests.” Adrian Gonzalez, Zendesk Specialist at Avera Learn about the rest of the 100% consumer-centric Avera experience. Optimize call management and set your teams up for success with Zendesk So far you have seen what call transfer is, how it differs from call forwarding, and the importance of using digital tools for good query management.



Zendesk for Customer Service is a tool designed to support customer service. Automates call forwarding and transfer with artificial intelligence and to deliver a seamless experience without interruptions With Zendesk Service : your agents view customer conversation history and optimize problem solving; you prevent your customers from repeating information ; you assign the calls to the most appropriate agent ; you reduce the first response time ; you allow your agents to focus on complex and priority queries; you increase customer satisfaction.