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Jordan Brown

Joined Apr 15, 2021

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Last activity Aug 24, 2023

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ACTIVITY OVERVIEW

Latest activity by Jordan Brown

Jordan Brown commented,

Community comment Feedback - Chat and Messaging (Chat)

We’re a BPO partner of yours. With these price increases coming in a matter of weeks we had to raise prices for our clients. That resulted in a few of our customers cutting ties with us and therefore shutting down their zendesk account as well. You should have come to this decision sooner so we both could have kept these clients.

View comment · Posted Aug 22, 2023 · Jordan Brown

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Jordan Brown commented,

Community comment Feedback - Chat and Messaging (Chat)

Tobias Hermanns check out https://yuma.ai/. You can remove all of Zendesk's "AI" with this tool.

View comment · Posted May 12, 2023 · Jordan Brown

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Jordan Brown commented,

Community comment Feedback - Chat and Messaging (Chat)

Happy to pay a fee for the bot when it's successful, but to charge for article recommendations in email that are rarely successful is ridiculous.

You've always called this AI, but where is the intelligence? It's a simple keyword search of the help center and even still gets it wrong most of the time.

If you don't charge for successful interactions vs. all of them, what's your incentive to make this tool better? Every single one of your competitors offers a better bot. 

View comment · Posted May 10, 2023 · Jordan Brown

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Jordan Brown commented,

CommentTicket automation and collaboration

When will this be released?

View comment · Posted Apr 12, 2023 · Jordan Brown

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Jordan Brown created a post,

Post Feedback - Chat and Messaging (Chat)

There's been a change without any notification to your users where once an article is recommended, the flow ends. So now, if the article doesn't find a solution for the customer, they are stuck. There is no start over, no talk to an agent, nothing. Even if they enter "chat" the system doesn't recognize what they are typing.

A terrible experience for any site visitor. Instead of improving the widget, it's getting worse. On top of that, article recommendation often recommends unrelated articles.

Posted Nov 02, 2022 · Jordan Brown

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Jordan Brown commented,

CommentUsing AI agents for messaging

Love this idea! I understand that if this feature is toggled on for 1 brand, then flowbuilder will be available on all social channels, but if you are using multibranding, can some brands use this feature and others not?

Will help center articles be available to be viewed in social media as well?

View comment · Posted Jul 27, 2021 · Jordan Brown

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Jordan Brown created a post,

Post Q&A - Reporting and analytics

There is no way to report on how long a customer waits for an agent when they are using messaging. First reply time in the support dashboard doesn't work and there are none of the chat metrics available.

How can I find out how long customers wait for that first response? It's a key metric for a live channel.

Posted May 06, 2021 · Jordan Brown

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Jordan Brown commented,

Community comment Feedback - Reporting and analytics (Explore)

This needs to be fixed. Should be a standard filter

View comment · Posted Apr 22, 2021 · Jordan Brown

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Jordan Brown commented,

CommentMigrating to messaging

Hey Destiny,

The main reason we liked the conditions for chat was that it allowed us to personalize messages based on the IP, page URL etc. A big feature that’s missing at the moment because of the conditions is the proactive greeting as well.

These are the top 3 conditions we would love to have access to on the messaging channel that are currently available on chat:

  • Still on page – allows for proactive greeting
  • Location of visitor – can allow for custom messages for promotions available in particular cities or regions
  • Page URL – allows for custom greetings

Many clients have moved over to Intercom chat in the meantime until some of these conditions are available. If these changes are in the roadmap, or you know of any work arounds, please let me know.

Happy to discuss in further detail if needed. Thanks!

View comment · Posted Apr 20, 2021 · Jordan Brown

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Jordan Brown commented,

CommentMigrating to messaging

There are so many more triggers available for chat over messaging. Is there a plan to offer the same triggers for messaging? Any work arounds in the meantime?

View comment · Posted Mar 29, 2021 · Jordan Brown

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