Zendesk is pleased to announce the Sunshine Guide Events app, available in Early Access, that displays customer interactions with Guide content to agents who are viewing a ticket. These interactions help agents provide customers more personalized support by providing insight into which Help Center articles and community forum posts customers have already viewed.
The Sunshine Guide Events app is similar to the earlier Zendesk Pathfinder app, but focuses specifically on Guide Events. The Sunshine Guide Events app is available for adoption now.
This article includes the following sections:
Related articles and announcements
What is the Sunshine Guide Events app?
The Sunshine Guide Events app displays a customer's interactions with your Guide content (for example which knowledgebase articles or community posts were viewed) to agents in a customer's ticket. The Sunshine Guide Events app can display events when users view articles or community posts, click on search results or suggested articles, or view or submit a ticket. You can configure the event types you want to display in the app.
The Sunshine Guide Events app:
- Provides more personalized support.
Agents see which knowledge base articles and community posts customers have already viewed. Additional context enables advocates to more efficiently help customers.
- Improves self-service.
By understanding which articles frequently result in new tickets from your customers.
- Reduces customer frustration.
By ensuring that agents don’t recommend an article the customer has already read.
Where can you sign up?
To get the Custom Guide Events app, sign up for the EAP, then install the app.
To sign up for the Sunshine Guide Events app EAP
- Complete this form to request access to the EAP.
Zendesk will enable the app for you. You will receive a confirmation email with a link (within a week) containing additional guidance.
Follow the instructions in the email to install the app. Once you have installed the app, you'll need to enable Sunshine events to support the collection of Guide events, and select which Guide event types to display in the app. See Setting up the Sunshine Guide Events app (EAP).
What is the plan for this app?
We expect that over time the functionality and experiences included in this app will be included as part of the customer interaction history; part of the Customer Context information in a ticket. At that point, we will end the Early Access Program for this app.
Currently, this app displays events from customers who are signed in to Guide and does not represent activities from customers who are not signed in to Guide during the course of the session. We are exploring additional mapping of anonymous visitors to known customers and are eager to hear from those in the EAP about this need.
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