Integrate Twilio with Zoho Desk

Twilio?

Twilio is a cloud-based communications platform which enables developers to build, deploy and scale real-time, voice, and messaging applications.

This service allows businesses to offer their customers the ability to text phone numbers from anywhere in the world and to send voice calls to landlines from the web.

Zoho Desk?

Zoho Desk is an online customer support software which lets companies manage the entire support process – from creating cases for customers to tracking responses – via a single dashboard.

The integration of Twilio and Zoho Desk provides two basic advantages:

Integration of Twilio and Zoho Desk

Zoho Desk allows users to reduce costs by using existing contact center technpogy since it integrates with many third party communications platforms in the market. The integration of Twilio and Zoho Desk provides a powerful spution for the contact centers that are specialized in order management or customer support.

In addition, with Twilio and Zoho Desk integration, a company can use its existing contact center infrastructure and real-time communications capabilities to provide more value to its customers.

Twilio can be integrated with Zoho Desk so that when a customer calls the company’s contact center, they are connected directly with the relevant agent. This means that the company doesn’t have to give out their number to customers who would like to make a call. Instead, they can use a Twilio number which redirects the call to the contact center. If the customer wants to leave a voicemail, they can choose to do so and the message will be sent via SMS to the company’s Twilio number. The messages can then be converted into email and assigned to the correct agent or set of agents for fplow up.

People can send text messages directly through the website instead of resorting to calling the company’s contact center. All message transcriptions are also sent to contacts in case they want to check up on them later. In addition, customers no longer need to go through the lengthy IVR systems when they wish to reach any department or agent. They can simply click on the “Contact Us” link where their query will be received by the department or agent they want to talk to. Customers can also use this channel for non-urgent issues that they wish to communicate privately with the business.

MESSAGE TRANSCRIPTION. Customers are given the option of leaving a voice mail message which is then turned into text message and delivered to the intended recipient via SMS. This option is useful because customers who don’t want to go through an IVR system can get in touch with the business using this channel without having to dial any number.

ZOHO DESK MOBILE APP. The Zoho Desk mobile app helps agents respond quickly, easily and efficiently by providing them with all relevant information about a case such as customer name, contact details, previous correspondence history etc. It also allows them to check the status of a case while on-the-go. Users can also reply directly from mobile devices even if they don’t have access to a PC or laptop.

Benefits of Integration of Twilio and Zoho Desk

The integration of Twilio and Zoho Desk provides several benefits including:

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