Evaluate different inbound call services.
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Description
Experience Level: Entry
General information for the business: We currently have a flower business that has tens of thousands of business cards out there with our phone number, which maps to an AT&T cell phone
Industry: Business
Data to include: We know that we are interested in:
Inbound call routing, though we will probably only have one person answering phones at a time, we would like to have two people to cover the full store hours and emergencies
Interactive Voice Response (IVR), to provide automated support to assist our single phone support person and let us handle more calls per hour.
Automated recording of calls, so that we can train someone to handle calls by listening to our examples.
Some sort of integration with a CRM so that we can have a call be transcribed to text so that we can read and deal with it without listening to the entire call.
Some sort of CRM integration so that a call can be linked to a customer’s purchase history easily
Warm transfer, so that a first-level phone support person can transfer the call to the manager for answers to more difficult questions.
We would like you to create and update this spreadsheet using google sheets (sheets.google.com), so that when you update the spreadsheet, we see the results immediately and you don’t have to email it back-and-forth like excel. This is a free service.
Extra notes: We currently have a flower business that has tens of thousands of business cards out there with our phone number, which maps to an AT&T cell phone.
We would like you to evaluate the options for us to switch over to a new phone number that is not tied to a particular cell provider.
However, porting the cellular number can cause us to lose service for a week or more if things don’t go right.
Step one:
What we are currently thinking is that we should start publishing a new number that goes to some kind of inbound call center service. Then, we should forward the old number to that. And our inbound call center number could forward to a new cell phone number, which we could change on the fly.
Ultimately, we might like to move to an inbound customer service center like zendesk talk.
But we are concerned that we might not want to stay with any one provider, so we are interested in a high-reliability, low-cost inbound number that we can forward to an inbound call CSR.
What we would like you to do, is investigate our options and their prices, and create a
product-feature matrix, like this:
https://instantpot.com/wp-content/uploads/2017/05/Instant-Pot-Product-Comparison.pdf
The only thing is, we don’t know what sort of features we will want. You will have to come up with the features (rows) for each product (column). And we don’t know yet whether we just want a phone number that forwards somewhere else, or a full inbound call center & CSR/CRM software suite. That all depends on the price.
We would like you to read and evaluate options starting with these:
https://www.zendesk.com/support/partners/
We would like you to find several options that are the least expensive, and find the ones with good customer reviews (using yelp, forums, and anything else you find via google).
Step two:
We would like you to investigate more complex and more expensive options to help us choose between them.
Looking at this list:
https://www.talkdesk.com/blog/10-must-have-inbound-call-center-software-features/
Industry: Business
Data to include: We know that we are interested in:
Inbound call routing, though we will probably only have one person answering phones at a time, we would like to have two people to cover the full store hours and emergencies
Interactive Voice Response (IVR), to provide automated support to assist our single phone support person and let us handle more calls per hour.
Automated recording of calls, so that we can train someone to handle calls by listening to our examples.
Some sort of integration with a CRM so that we can have a call be transcribed to text so that we can read and deal with it without listening to the entire call.
Some sort of CRM integration so that a call can be linked to a customer’s purchase history easily
Warm transfer, so that a first-level phone support person can transfer the call to the manager for answers to more difficult questions.
We would like you to create and update this spreadsheet using google sheets (sheets.google.com), so that when you update the spreadsheet, we see the results immediately and you don’t have to email it back-and-forth like excel. This is a free service.
Extra notes: We currently have a flower business that has tens of thousands of business cards out there with our phone number, which maps to an AT&T cell phone.
We would like you to evaluate the options for us to switch over to a new phone number that is not tied to a particular cell provider.
However, porting the cellular number can cause us to lose service for a week or more if things don’t go right.
Step one:
What we are currently thinking is that we should start publishing a new number that goes to some kind of inbound call center service. Then, we should forward the old number to that. And our inbound call center number could forward to a new cell phone number, which we could change on the fly.
Ultimately, we might like to move to an inbound customer service center like zendesk talk.
But we are concerned that we might not want to stay with any one provider, so we are interested in a high-reliability, low-cost inbound number that we can forward to an inbound call CSR.
What we would like you to do, is investigate our options and their prices, and create a
product-feature matrix, like this:
https://instantpot.com/wp-content/uploads/2017/05/Instant-Pot-Product-Comparison.pdf
The only thing is, we don’t know what sort of features we will want. You will have to come up with the features (rows) for each product (column). And we don’t know yet whether we just want a phone number that forwards somewhere else, or a full inbound call center & CSR/CRM software suite. That all depends on the price.
We would like you to read and evaluate options starting with these:
https://www.zendesk.com/support/partners/
We would like you to find several options that are the least expensive, and find the ones with good customer reviews (using yelp, forums, and anything else you find via google).
Step two:
We would like you to investigate more complex and more expensive options to help us choose between them.
Looking at this list:
https://www.talkdesk.com/blog/10-must-have-inbound-call-center-software-features/
Aizaz F.
100% (1)Projects Completed
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Freelancers worked with
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Last project
24 Feb 2020
Pakistan
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