How are you leveraging hotline groups in your organization?
Here are some examples I've put together on ways you can!
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.
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, tracking those requests, 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. An HR staffer can then pick up the request and work with the employee in a 1:1 conversation, ensuring privacy and confidentiality.
You can also use Hotline Groups to contact a specific role.
In this configuration, the Hotline Group is staffed by a specific role, such as “the dispatcher” or “the 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.
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.