INTEGRATION

Zendesk Integration

ViiBE is now integrated into Zendesk's ticketing platform

With ViiBE & Zendesk, companies can optimise and increase their First Contact Resolution (FCR) rates, increase their Net Promoter Score (NPS), and reduce their tech dispatch. Clients reported upwards of a 25% increase in NPS after using ViiBE for Zendesk.

Zendesk Integration

Zendesk integration demo

Zendesk

What is Zendesk?

Zendesk is a world-wide CRM platform that serves over 150,000 customers over hundreds of industries in more than 30 languages. Zendesk provides support, sales, and customer engagement software designed to help companies build and foster great customer relationships. From start-ups to large enterprises, they are committed to supporting companies at all levels in order to bring calm to the often chaotic world of customer service.

Why do companies choose Zendesk?

Zendesk has achieved such widespread use through its flexible solution that can be deployed to meet the needs of any business. Concretely, they provide customer service software with options for a ticketing system, help desk software, a comprehensive knowledge base, and more. Even with Zendesk’s user-friendly CRM, providing great customer support with voice communications can be limiting when dealing with technical incidents. Without good visibility of the problem, customers may struggle to make their issues understood.

Call center agent
ViiBE Zendesk Integration

How is ViiBE complementary?

ViiBE provides a dedicated subdomain to its clients which allows them to use the video communication interface and access their own personal back-office. ViiBE’s integration with Zendesk creates a seamless support experience with video assistance. With ViiBE, companies can optimise and increase their First Contact Resolution (FCR) rates, increase their Net Promoter Score (NPS), and reduce their tech dispatch. In the case of Decathlon, they reported a 25% increase in NPS after using ViiBE for Zendesk.

Using the ViiBE integration

To use ViiBE in the Zendesk platform, an agent simply has to open a support ticket. There a ViiBE call button will be embedded directly into the ticket so that the agent can start making calls quickly and easily.

 

 

By clicking on the button, the support agent sends a link to the customer in need of assistance to start the call. In one click and without download, the customer will have access to a ViiBE video communication with the agent. They can then use various collaboration and communication tools available to diagnose and solve the problem.

ViiBE interface in Zendesk
ViiBE ticket interface in Zendesk

User journey in Zendesk

After the call, both the agent and customer are asked to rate the quality of the call. This exit ticket helps track some of the most important KPIs for measuring the success of a call center. Any pictures, documents, or messages exchanged during the call will be available in the Zendesk ticket along with the feedback that was left. This organisation of data helps with call center knowledge management.

Contact us

Do you use Zendesk? Would you like to learn more about our integrations and how a video assistance solution such as ViiBE can help solve some of the challenges you are faced with? Get in touch!