GETTING STARTED WITH ZENDESK TALK 24 Defining and refining agent groups opportunity to communicate your for your IVR company’s personality. Keep in mind your company’s overall “voice” as you write and Your customers call for different reasons. record your IVR greetings, including: Some need technical support. Others customer service. Still others need sales. Main greeting With your IVR, customers can choose the agent group they’d like to reach. Create This is the first thing a customer hears agent groups based on different functions when they call you, so it’s essential to or skills, like specific departments (billing get this correct. Record a greeting that is or shipping) or language (English speaking welcoming, on-brand, and signifies to the and Spanish speaking). customer that you’re going to help them. Keep it short and to the point, clearly Tag phone tickets by type of issue listing the various options of your IVR (technical support, sales, customer (remember, try to keep it around 5). success, etc.) to learn if you need more granular distinctions to improve call Available agents greetings routing and limit transfers. This greeting informs callers that an MANAGING GREETINGS agent will be with them soon. We know customers don’t like to wait, so now is not Your support line greetings are an the time to be overly bubbly or verbose. extension of your brand and an Record a message that apologizes for