WorkFlow
Start typing to search…

Missed Calls

Overview

The ZIWO Missed Calls Connector is an essential tool designed to help businesses manage and track missed calls efficiently within their workflow. It ensures that no customer interaction goes unnoticed, allowing businesses to follow up on missed calls promptly and effectively. This connector is crucial for maintaining customer satisfaction, improving response times, and enhancing overall communication strategies.


Key Features and Benefits

  1. Automatic Missed Call Detection: The ZIWO Missed Calls Connector automatically identifies when a call is missed, whether it is due to a busy line, an unresponsive agent, or any other issue. This ensures that businesses never miss an opportunity to follow up with a customer.
  2. Real-Time Alerts: Once a call is missed, the system triggers real-time alerts or notifications to the appropriate team or agent, ensuring that follow-up actions are taken promptly.
  3. Integration with CRM: The connector integrates with CRMs and databases, automatically logging missed calls and associating them with customer profiles. This makes it easy for agents to review missed call details and contact the customer directly.
  4. Follow-Up Automation: After detecting a missed call, businesses can automate follow-up processes. For example, agents can receive a task to call the customer back, or an automated SMS or email can be sent to acknowledge the missed call and promise a follow-up.
  5. Customizable Workflow: The missed calls workflow can be customized to fit your business needs. You can define the actions that should happen after a missed call, such as triggering a follow-up call, sending a custom message, or escalating to another team member.
  6. Detailed Analytics: The connector provides detailed analytics about missed calls, such as the volume of missed calls, reasons for missing calls, and the duration of time before follow-up actions are taken. These insights help improve team performance and call handling processes.

How to Set Up the ZIWO Missed Calls Connector

  1. Prerequisites:

    • ZIWO Account: Ensure that you have an active ZIWO account with access to the dialer system and workflows.
      CRM or Call Management System Integration: Make sure your CRM, ticketing system, or call management platform is integrated with ZIWO to store and manage missed calls.
    • API Access: You will need API access credentials from ZIWO to integrate the missed calls feature into your existing workflows.

  2. Configure Missed Calls Detection:

    • Log in to the ZIWO Workflow Account.
    • Go to the Connectors section in your dashboard.

    • Activate the Missed Calls Feature: In the integrations panel, locate the Missed Calls Connector and activate the feature.
    • Define Missed Call parameters : Set up the criteria that determine when a call is considered “missed.” This could include conditions such as the call being disconnected before answered, a busy signal, or an agent not being available to take the call.

  3. Integrating with CRM or Database:

    • Connect to Your CRM: Provide ZIWO with your CRM API credentials to ensure that missed call data is logged against customer profiles automatically.
    • Configure Logging and Notification: Set up the system to automatically log missed calls in the CRM or database, and configure notifications to be sent to the relevant team or agent.

  4. Testing the Integration:

    • Test the Connector: Run tests to ensure that missed calls are being detected and logged properly in the system.


  5. How the ZIWO Missed Calls Connector Works in the Workflow

    • Missed Call Detection: The system detects when a call is missed based on the predefined criteria. This can happen when a call is unanswered, when the agent is unavailable, or when the line is busy.

  6. Logging and Notification:

  • Once a call is missed, the system logs the missed call in your CRM or database, associating it with the customer’s profile. A real-time alert or notification is sent to the relevant team or agent responsible for handling missed calls.

Conclusion

The ZIWO Missed Calls Connector is a powerful tool that ensures missed calls are detected, logged, and followed up efficiently within your workflow. It automates the process of tracking missed calls, triggering follow-up actions, and integrating with your CRM system for seamless customer engagement. By utilizing this connector, businesses can reduce response times, improve customer satisfaction, and optimize agent productivity, ensuring that every call — whether answered or missed — is handled professionally.

Updated 5 months ago