How do I customize the widget to offer the right features and contact options to my customers?

This article will cover how to configure your Web Widget settings to result in your preferred customer experience. Each section will list the toggles to turn on or off depending on how you want your customers to receive support.   

These changes are made by an account admin by clicking on the Admin icon () in the sidebar and navigating to Channels > Widget and toggling on or off the options in the Customization tab. 

    Help Center Articles                 Live Chat                     Phone Support                  Support Ticket

 

Help Center articles
How to suggest articles from my Help Center to my customers? 

Toggle on the Help Center option in your widget settings. When a visitor on your page clicks the widget button, they can ask a question and relevant articles are suggested. 

Enabling this feature will allow you to go a step further and offer Contextual Help (suggesting relevant Help Center articles based on the page) and Answer Bot. 

For more information:

• Visit the Help Center section of Configuring components in the Web Widget
• Read more on the self-service experience through the Web Widget

Your customers will see the widget option below: 

Live chat
How to live chat with my customers? 

Toggle on the Chat option in your widget settings. The Chat feature allows your customers to reach out directly to your available agents through a live chat window. Enabling this option will not impact your widget if you do not have a Chat account.

For more information:

• See the article: Setting up Zendesk Chat in the Web Widget
• Read more on the live chat experience through the Web Widget 

Your customers will see the widget option below: 

Phone support
How to enable my customers to request a callback? 

Toggle on the Talk option in your widget settings. The Talk option in the Web Widget allows your customers to request a callback or view a phone number to call from within the widget. Toggling on this feature will not impact your account if you do not have the appropriate Talk plan level. 

For more information:

• See the article: Configuring Zendesk Talk settings for the Web Widget
• Read more on the customer experience with phone options in the Web Widget

Your customers will see the widget option below: 

Support ticket
How to allow my customers to request help through a support ticket?

Toggle on the contact form option in your widget settings. The contact form allows your customer to click on the widget button and submit a request to your support team and create a ticket. 

Enabling the ticket form feature allows customers to select any of your active ticket forms. 

For more information: 

• See the contact form section of the article Configuring components in the Web Widget
• Read more on the customer experience with contact forms

Your customers will see the widget option below: 

Help Center + live chat + phone support + ticket
How to offer my customers a combination of widget options?

Toggle on your desired support methods in the Web Widget. 

Your customers will be presented with these options in a specific order: 

1. Self service (present your customers with articles from your Help Center) 
2. Live chat (allow online agents to assist your customers through live chat)
3. Phone calls (provide the option to request a callback or reach out via phone)
4. Contact forms (enable customers to quickly reach out to your support team via tickets)

Your customers will see the widget option below: 

reset progress

 For more information, see the article: What the Web Widget looks like to a customer on your website.