Nudge Suggestion

4 Comentarios

  • Nicole S.
    Zendesk Community Team

    Hi Victor - 

    Can you tell us more about how you envision this function would operate and what business problem(s) it solves for you? 

    0
  • Victor Hughes

    Hi Nicole, thanks for getting back to me on this. Here is what I have: 

    Functions:

    • Ability to send a nudge, this nudge should trigger a audible notification different than the one the receipt hears from a regular message and even trigger a vibration pattern.
    • option should only activate if a visitor is inactive for a set time (2-3 mins.) 

    kind of like back in the days on Yahoo/MSN messenger 

    As a business owner, we run PPC ads on Google which attracts visitors, however a lot of times a visitor will get sidetracked whilst in conversation (with so many distractions online & in reality) it's sometimes difficult to retain visitors attention. I think this nudge feature will allow inactive visitors to remember their chatting with a live rep (whose time is equally important, inactive visitors also increase my serve time and wait time for other visitors who have not been attended)

    1
  • Heather Rommel
    Community Moderator

    Hi Victor, do the triggers on Chat help you at all? I think there's a way to auto add a comment from the agent after xxx seconds. I could be wrong.

    0
  • Victor Hughes

    Heather Rommel the triggers are useful in a lot of capacities such as when reps. are busy, return visitors, pending checkout, etc. but these automated messages have the same affect as a manual message. It can be easily ignored.

     

    I'm thinking of something a little bit more engaging then a written message, a push notification or nudge affect that can realign a visitors focus.

    0

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