Scaling Chat with Reporting and API needs

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4 Comments

  • Ramin Shokrizadeh
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    Hi there Jeremy,

    Thanks for the detailed feedback and being interested in beta testing new features. If you haven't already, would forward these requests and pain points to your account manager so they are aware of them also.

    Let's address each category separately:

    Reporting

    • I see you submitted a ticket around discrepancy between the GoodData numbers and the chat analytics numbers. You should get a response from the team about that issue
    • The Zendesk integration team are looking into pushing more chat data (like duration, response time, etc) as custom fields which would allow you to build GoodData reports with that information. They are hoping to get that out in the next 3 months

    ZD Integration

    • Are all the customer info in the Zendesk organization or user profile? Or do you use a app that pulls from an internal CRM? If you use the top bar app, there is a easy way to open a new tab inside of Zendesk with the full user profile. Can you explain why that workflow isnt working for your agents today?
    • There are no immediate plans to make the top bar chat app inside of Zendesk resizable. Can you explain more how it is negatively impacting your agent workflow?
    • Are you talking about having a similar knowledge base search app inside of the agents chat experience? To allow agents to send KB articles to customers? We are already working on enabling apps inside of Zopim and the first proof of concept is the knowledge base search app.
    • Better roles and permissions is something we are looking into across products (Zopim, Zendesk, BIME, Voice). This is a fairly big change so you might not see more roles and permissions in the product in the next two quarters.

    Customization

    • Can you be more specific about what customizations you want and for what reason? What is it preventing you from doing today? Currently, you can change the position and visibility of the widget using our Javascript APIs. Docs are at api.zopim.com
    • I don't quite understand what you mean by "more options to integrate with the website". Like more branding settings? Multiple widgets for the same account? 

    Features

    • We have no immediate plans to offer screensharing inside of Zopim (next two quarters)
    • However, enabling the apps framework inside of Zopim could enable 3rd party screensharing solutions to integrate inside of Zopim.

    Thanks,

    Ramin

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  • Christina Fountain
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    Hey Ramin,

    I wanted to add to your point of 

    • Better roles and permissions is something we are looking into across products (Zopim, Zendesk, BIME, Voice). This is a fairly big change so you might not see more roles and permissions in the product in the next two quarters.

    Managing our account is becoming particularly frustrating because we need licenses for analysts for reporting, admins, tech, QA, managers, etc and these individuals are never actually chatting with end users.

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  • Jeremy Flanagan
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    Hi Ramin and Christina!  Thank you so much for the thorough responses. I will certainly loop in our AM on these, though I was led to believe it was preferable to submit feedback directly to the product forums.

    To clarify, I understand that we have a thorough wishlist, but we would ideally like an idea of what features and product changes are to expected in the short term. If you'd like to continue this off forum, I'm more than happy to give you specifics regarding your follow up questions. 

     

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  • Ramin Shokrizadeh
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    @ Christina

    Thanks for the additional comments on how you would like permissions and roles play with agent seats/pricing. I have shared your feedback to the team and they will take it into consideration when they work on the permission/role improvements.

    @Jeremy, you can always post here but also make sure your account manager is also aware of your requests. I mentioned for each point what is currently being worked and what is not.

    In short, we are working in the next 3 months to push more chat data into the ticket to help with better reporting in Insights. 

    The apps framework is also being worked on now, which will unblock the request for knowledge base search during chat, screen sharing integration via a 3rd party, and pushing more user data to agents during a chat.

    -Ramin

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