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Kelly

已加入2021年4月15日

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最后活动2023年8月24日

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的最新活动 Kelly

Kelly 进行了评论,

社区评论 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.

查看评论 · 已于 2023年8月22日 发布 · Kelly

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Kelly 进行了评论,

社区评论 Feedback - Chat and Messaging (Chat)

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

查看评论 · 已于 2023年5月12日 发布 · Kelly

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Kelly 进行了评论,

社区评论 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. 

查看评论 · 已于 2023年5月10日 发布 · Kelly

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Kelly 进行了评论,

评论Ticket automation and collaboration

When will this be released?

查看评论 · 已于 2023年4月12日 发布 · Kelly

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Kelly 创建了一个帖子,

帖子 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.

已于 2022年11月02日 发布 · Kelly

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Kelly 进行了评论,

评论Using 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?

查看评论 · 已于 2021年7月27日 发布 · Kelly

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Kelly 创建了一个帖子,

帖子 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.

已于 2021年5月06日 发布 · Kelly

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Kelly 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

This needs to be fixed. Should be a standard filter

查看评论 · 已于 2021年4月22日 发布 · Kelly

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Kelly 进行了评论,

评论Migrating 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!

查看评论 · 已于 2021年4月20日 发布 · Kelly

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Kelly 进行了评论,

评论Migrating 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?

查看评论 · 已于 2021年3月29日 发布 · Kelly

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