Introducing Zinc Hotline Groups: Enabling Real-Time Communication at Scale
Sharing knowledge quickly and effectively is a challenge for many field service organizations. Internal support is plagued by long hold times and slow communication, which leads to frustrated frontline workers who often start rogue conversations on consumer apps to get the answers they need.
Unlike small teams who can easily share information in real-time, large service teams made up of hundreds to thousands of technicians don’t have that same ability on the existing communication tools available to them.
That’s where Hotline Groups come in.
Developed in response to this widespread issue among large teams of deskless workers, Hotline Groups allows field teams to bypass the long hold times and email queues that waste valuable time, and instead get an immediate and direct line of communication to colleagues who have the right knowledge.
With Hotline Groups, users can now send a message to a Zinc group without being a member of that group. Employees can leverage this unique feature when they need to talk with a specific type of person, such as a product expert or someone in HR, but don’t know who that specific person is. Key benefits include the ability to:
- Bypass long call center queues with an Expert Hotline Group that anyone can message into for help
- Use all modes to solve the problem in a dedicated conversation and bring in any other team members who could be of help
- Track resolution times and view productivity reports in the Zinc Admin Console
Check out the Demo:
How Can Hotline Groups Be Leveraged at My Company?
There are three different types of Hotline configurations that you can use to resolve questions quickly and easily.
1. Using Hotline Groups for Expert Help
In this configuration, a Hotline Group is staffed by multiple subject-matter experts at the same time who are ready to take requests as they come in.
Example In Practice:
DISH technicians use dedicated Hotline Groups to easily troubleshoot with Master Techs who provide expert support. Whenever a technician zincs the Master Tech Hotline Group with a question, whichever Master Tech is best able to answer takes the request and troubleshoots in a 1:1 conversation, or brings in additional people into the conversation help resolve the issue.
When troubleshooting, technicians can leverage all modes of communication, such as voice and video calls, messaging, and image and video sharing. This on-demand support has sped up issue resolution. Techs no longer need to wait on hold to get to the right person with the right product knowledge. Because images, videos, and documents can be quickly shared by everyone in the conversation, the communication becomes clears and streamlined. The master technicians staffing the Hotline Group can also help multiple techs at a time, improving response rates, and reducing overall resolution times.
2. Using Hotline Groups to Contact a Specific Role
In this configuration, the Hotline Group is staffed by a specific role, such as “the dispatcher” or “manager on duty today” or “inventory manager”. While the role is consistent, different people are the ones staffing the Hotline Group on different days. This allows employees to reach out to the type of person they need, without having to know who the specific individual is.
Example in Practice:
When a DISH technician finishes a job early, is running over, or has a question about a work order, they zinc the Field Resource Coordinator Hotline Group for their area to get needed direction.
This has improved communications efficiency between the Field Resource Coordinator and technicians, allowing techs to work in a more coordinated manner across a region, enabling more jobs to get done per day. The Field Resource Coordinator Hotline Groups also provide operations a way to measure wait times, how long requests take to close, and how the volume of requests change over time in each region.
3. Using Hotline Groups to Reach Any Team in the Org
Any Official Group in Zinc can become a Hotline Group, providing a way for any one employee to pose a question to that group without being a member of the group.
This setup useful for facilitating cross-departmental communication as well as providing an easy way to discuss topics that don’t have a predictable, high volume of communication.
Example in Practice:
When an employee has a question regarding employee benefits that they want to discuss privately, they can send a message to the HR Hotline Group. A member of the HR team can then pick up the request and work with the employee in a 1:1 conversation, ensuring privacy and confidentiality.
What Are The Benefits of Hotline Groups?
Hotline Groups help mitigate the number of emails, phone calls or rogue conversations that happen when employees are trying to solve a problem or get a question answered. This streamlined process removes friction from deskless workers’ day while helping boost key metrics like job duration and time to service.
By setting up Hotline Groups you can:
- Enable employees to resolve problems faster
- Bring structure to how employees ask questions and resolve issues
- Maintain the privacy and confidentiality of users when required
- Uncover tribal knowledge that should be shared broadly
- Track help requests inside the same platform where all conversations take place
In addition, Hotline Group Analytics allow you to track and measure wait times so you that can see how long requests take to close and how the volume of requests change over time in each region. This data can then be used to:
- Inform resource planning and staffing levels
- Identify employees who have lots of questions and could use with further training
- Understand differences in requests as new employees join
Interested in Using Hotline Groups at Your Organization?
Contact the Zinc team via firstname.lastname@example.org to set up custom Hotline Groups in your organization.
Not a Zinc customer? Schedule a demo to see how your team can benefit from real-time communication in Zinc.