Note: Pathfinder is available for Enterprise or as a Professional add-on.
We’ve been a Zendesk customer since 2010 and started using the Pathfinder app roughly a month ago. In that time, we’ve been able to quickly see the benefits Pathfinder can offer us.
Change.org has found Pathfinder to be incredibly useful helping us learn what our users have searched for prior to contacting our organization. This extra context enables our agents to respond more efficiently and custom-tailor responses back to the user. For example, if we see that a user has no activity, we can confidently point them to help articles that would be useful, but if they've already seen those articles, the agent can point them to a different place or ask if there is information that could be clarified. It also helps us improve our self-service support by giving us insight into which knowledge base articles need to be updated.
Here are three key tips we’ve learned that helped us gain the most value out of the Pathfinder app:
1. App placement is key
We’ve found putting Pathfinder right at the very top of the agent console works best, followed by the user information pane. This gives our agents a very quick at-a-glance understanding of the user’s actions, along with their ticket history. The further down you place the app, the longer it takes agents to get an idea of the user’s history and as many of you know, time is money.
2. Use Pathfinder to help strengthen your knowledge base
The Pathfinder app has helped us identify articles that required improvement or updates. After noticing several tickets where users viewed an article that should have resolved their issue, we were able to identify improvements that increased the effectiveness of the help article. In some cases, this meant small edits or updates and in others, we opted into adding more media to help explain complex solutions.
We were also able to identify gaps in our knowledge base by seeing what the user searched for that didn’t return a knowledge article. In many cases, we were able to simply add tags to existing articles to help ensure search results brought up the correct article moving forward.
I recommend asking your team to keep an eye on the information in the Pathfinder app. They’ll spot trends that will help improve the overall health of your knowledge base.
3. Coach your team to review the Pathfinder app before responding
People hate it when support suggests something they’ve already tried. By coaching your team to look at Pathfinder, you will help ensure that you don’t suggest a knowledge article that the user has already read. For example, if a Change.org user is wanting to know how to download the signatures from their petition and has seen the article explaining how, we may approach the issue from a troubleshooting perspective as opposed to a general how-to. This reduces the number of replies a ticket sees and thus increases customer satisfaction.
Overall, Zendesk’s Pathfinder app isn’t a game-changer, but rather it helps take your customer service to a new level. By gaining more insight into your users before responding to them, your customers will be happier than ever before and your knowledge base will be better equipped. It’s a win-win for everyone involved!
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