The Pathfinder app provides context to agents about visitors' activities before and after they submit a ticket. With context, agents can better understand a customer's intent, enabling them to provide more effective answers and resolve customer issues faster. The Pathfinder app also helps improve the overall customer experience by providing visibility into areas of your self-service and web experience that more frequently result in customers reaching out for help.
Today we released an enhanced version of the Pathfinder app that includes web page visits and Help Center searches and articles viewed via the Web Widget. These features add to the Help Center and Community article views that were the hallmark features of the original version of the app. The Pathfinder app now enables agents and administrators to gain even more context about the customer journey leading up to tickets.
The Pathfinder app is available to Zendesk customers on the Enterprise plan or those with the Productivity Pack Add-on.
The added benefits of Web Widget context
Below is an example what the Pathfinder app now displays on a ticket submitted through the Web Widget. As you can see from the animation, in the first version of Pathfinder, there was no activity in the Pathfinder app.
Showing the value of the enhancements, the new version of the app shows:
- two webpage visits
- three Help Center article searches via the Web Widget
- and an article view via the Web Widget
You can embed the Web Widget on all of your websites
All of the enhanced features are powered by the Web Widget, a feature that is embedded on each page of your website so that your visitors can get help without leaving your site. The Web Widget can be configured to grant quick access to:
- Submitting a ticket via the contact form
- Searching for and reading knowledge base articles
- Live chatting with an agent
To learn more about the Web Widget visit Using the Web Widget to Embed Customer Service in your Website.
Include website page visits in the Pathfinder app
Once the Web Widget is embedded, agents can see the additional events feeding through the Pathfinder app including website page views and Help Center searches and article views performed via the Web Widget.