Providing your customers an omni channel experience allows them to contact your support in the form they are most comfortable with. Lets provide them those experiences from one location with the Zendesk Web Widget and differentiate how we provide support.
Where do I find my web widget configuration
Click the Admin icon () in the sidebar, then select Channels > Widget.
This will also be the location where you can configure what the widget does.
Adding the Web Widget to your help center or webpage can help guide you through getting this setup.
Knowledge on Tap
Give customers help resources without making them go out of their way. The widget automatically serves relevant knowledge base articles based on the page a customer is on, reducing the number of questions for your team.
Searching Help Center articles for immediate Self Service
Self service is a hot topic in customer support with more and more companies moving that direction for needs of the customer. This is one of the best and easiest ways for you to deflect tickets from being created, in turn taking up your agents time.
If the Help Center is enabled in the Web Widget, customers are presented with Help Center search first.
When you search, up to nine results appear, if matches are found. The customer can click on an article in the list and it opens in the Web Widget.
Enable contextual help search to give your end users more defined response based on their current location on your site or help center.
The Contextual Help feature determines which articles should be suggested by looking at URL of the web page the end-user is on. It then uses the part of the URL after the hostname (that is, the part after .com, .org, etc.) to perform a search on your Help Center to find relevant articles, and displays the first three results as Top suggestions. Community posts are not included in the suggested articles list.
A field for questions
Be there for your most engaged visitors with a contact form, live chat or call back request. And the widget lets you gather context about their question, so your team has exactly what they need to help.
Submitting Support Requests through a form
Drive users to your form so that they can provide more contextual information of why they are reaching out to allow for quicker first reply times and full resolution times, resulting in higher customer satisfaction.
Embed the ability to submit a ticket to support right from the same Web Widget and your end user will receive an email reply to their inquiry.
By default, the contact form includes fields for the customer's name and email address, and a description of the problem.
Request a call back or view a support number
Surface your customer service phone number and wait times to your customers and allow them to request a callback when an agent is available. It's a great way to provide transparent customer service and manage call volume.
Or just simply display you're support number so your customer can easily find the best way to contact you.
Starting a live chat with an agent
Chat is one of the fastest expanding channels for providing support to your customers and also carries the fastest resolution and reply times with one of the highest Customer Satisfaction returns of any channel.
Configure your web widget to start offering a search through the help center and then prompt the user with a pre-chat form and start chatting with an agent.
Right by your side
Gain full visibility into the customer journey as the widget tracks how customers interact with your website and provide that information to your team.
Use the Pathfinder APP
When viewing a ticket, the Pathfinder app allows your agents to see which Help Center articles and community posts customers have viewed and searched for prior to submitting support requests. Your agents can then avoid providing customers with repeat information, driving shorter resolution times and higher customer satisfaction.
The Pathfinder app displays a timeline of web page visits, Help Center article and community post views and searches (including those within the Web Widget) that occur 30 minutes before and after a request is submitted by the end-user. Agents can click on an article or community post in the app to view the same content that the end user has viewed.
Please note that the Pathfinder app is available to those on the Support Professional Plan with the Productivity Pack add on and those on the Support Enterprise Plan.
Create a customized experience for your customer and your agents needs.
The web widget and its feature abilities are there not only for you customer but for your agents and brand alike.
Differentiate how you support your end users and provide an experience that will differentiate you business, from your competitors.
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