Improve your customers’ calling experience. Queue up incoming calls and greet callers with their estimated wait time, place in the queue, and options to leave a voicemail or request a callback.
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Improve transparency by letting customers know how long they may need to wait before speaking to an agent.
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Give customers more flexibility by allowing them to request a callback from your business instead of waiting on hold.
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Don’t stress if you have more incoming calls than available agents. Inbound call queues greet callers and share estimated wait time, their place in the queue, and the option to leave a voicemail or get a callback.
Mainstreaming calls incoming for better customer service and historical record keeping is key in the industry our company is in. The main benefit is that we don't have to have all agents in one location, so portability is great!
Diogo P. | Customer Service Manager
Kixie has self-serve, out-of-the-box integrations with 25+ leading CRMs, helpdesks, conversation intelligence, automation platforms, and productivity tools. Webhooks and open API means our US-based team of experts will help you set up seamless integrations with thousands more.
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An inbound call queue places incoming calls in line to be answered while agents are busy with other calls. Queued calls are distributed to the next available agent in the order they are received. Inbound call queues give callers up-to-date information about their place in the queue and estimated wait time and aim to decrease frustration for customers. Queues can also have a voicemail or callback option so customers don’t have to wait on hold.
Yes, inbound call queues can be attached to an IVR option or assigned to a ring group or IVR if they have reached the preset maximum hold time.
If an incoming call is received outside of your business hours, you can adjust the “Outside Queue Hours Action” setting to determine how the call is handled (i.e., sent to voicemail, to a specific agent, hangup, etc.). It is also easy to configure your inbound call queue hours to be different from your regular business hours for further customization.
There is no limit to the number of call queues you can set up and have running on your account. You can configure as many call queues, IVRs, and ring groups as you see fit for your specific business needs.
