Zendesk's Adrian McDermott talks about building a virtual call center and dispels myths about phone support

Zendesk has built a virtual call center using Twilio Client, turning its customer support software into a VoIP-powered platform that allows customers to reach agents with a single click or call a prominently displayed phone number. The company's vision emerged from observing an anomaly in their own support team's data, which showed that 79% of customers prefer hearing a human voice when contacting a business and 69% prefer web-based phone calls if hardware phone communication isn't an option. Zendesk found that withholding the voice channel from customers can lead to a disjointed service experience, and instead, offers phone support can increase customer satisfaction ratings, add to total sales, and reduce total support costs. The company has seen stellar results after hiring a sales force to communicate via phone and walk customers through the sales process.

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