GETTING STARTED WITH ZENDESK TALK 25 the delay, offers appreciation for the unfortunate act of waiting for an agent and customer’s patience, and assures that downgrade it to an unbearable nightmare. an agent will be available as soon as Empathy is a good tool when choosing possible. hold music. Listen to the music yourself for a few minutes and note how it makes you Voicemail greeting feel. Have some other people do the same and ask them to imagine they’re listening When prompting customers to leave to this music while they wait for a support a voicemail, ask them to provide the agent. If you’re looking for inspiration, information your agents will need to best Zendesk held a contest to find the best help them, such as account number, best hold music. The results are in and the time to call back, type of issues, etc. You winning music is free to download and use! should also provide the customer with information such as normal business Learn more about managing outgoing hours and other support options (like messages here. self-service) so they can make informed decisions about how to proceed. Splice information into your wait (like self-service) so they can make music informed decisions about how to proceed. Add in helpful tips, announcements or Hold and wait music self-service options to your wait music using a free program like Audacity so your Hold music can be very polarizing. The customers hear more than just music while right music can put a customer at ease, they wait for an available agent. while the wrong music can take the