Jossy K

Zendesk Talk — Full Voice Support Configuration

healf. • Freelance

May 2025 - May 2025 • 0 mos

My client needed a complete voice support setup inside Zendesk Talk to ensure faster response times, smoother call handling, and a more reliable communication workflow for their support team. The goal was to create a fully functional voice environment that allows agents to manage inbound and outbound calls efficiently while maintaining high-quality customer service. To achieve this, I configured the full Zendesk Talk system—from number setup to agent routing. I set up call workflows, IVR options, voicemail management, business hours routing, and failover rules to ensure callers are always directed to the right place. I also optimized admin settings and connected Talk with the existing ticketing system so every call is automatically logged, tagged, and assigned. During the setup, a few challenges came up around call forwarding logic and voicemail delivery. I resolved these by restructuring the routing flow, enabling the correct channels, and testing each scenario with multiple devices to ensure smooth performance. The final setup now gives the team a reliable, organized, and scalable voice support system that strengthens their customer communication and improves overall support efficiency.

Gorgias Chat widget setup

Impressive Glow

Jan 2025 - Jan 2025 • 0 mos

I was contacted by a client who needed a complete setup and optimization of her Gorgias account to improve the efficiency of her customer support team. Her goal was to organize incoming inquiries, automate repetitive tasks, and ensure that all customer messages were properly assigned to the right team member without delays. One of the main challenges was the large volume of unorganized tickets, making it difficult for her team to track orders, manage returns, and respond quickly. Additionally, her Shopify website needed a professional chat widget with Instant Answers to reduce workload and improve customer experience. To solve this, I set up a fully structured Gorgias workspace, including Shared Views for order status, returns, product updates, and general inquiries. I also configured automated rules so every new ticket is instantly routed to the correct agent based on category and message type. This eliminated confusion and speed up response times. Next, I integrated the Gorgias chat widget into her website and created Instant Answers for common questions like shipping details, returns, order tracking, and product sizing. This helped reduce support tickets and allowed customers to get immediate help. Overall, I delivered a clean, automated, and scalable Gorgias support system that allows her team to work faster, stay organized, and provide better customer service.