Each company's workflow is unique, influencing how support reps and customers communicate. At times, customers may interact with multiple agents, and while agents might be aware of this, the customers shouldn't feel it.
Repeatedly sharing the same information can be frustrating for customers, damaging your company's reputation and lowering the overall quality of customer support.
UpChat for Zendesk can help prevent this scenario by synchronizing information between Chat and Support, ensuring seamless collaboration between two or more reps.
With UpChat, you can easily mark important items and select or enter specific parameters. This way, when your shift ends, your colleagues won't need to sift through the entire ticket. Instead, they can quickly review the marked items on the sidebar, allowing them to continue the conversation smoothly and efficiently.
In summary, Zendesk UpChat is a valuable tool that eliminates information duplication from the support team's side, making customers feel like they're communicating with a single person. Additionally, it helps you track conversation or sales stages and streamlines the support team's workflow.
How does it work?
First, you'll need to create fields within the app in Zendesk Support. To do this, click on the app's icon, which will take you to a single Settings page. Here, you'll find a "Create Fields" button. Click on it, name the field, and choose from the available field types: text, checkbox, checklist, or dropdown.
Once the fields are created, you can begin your conversation in the chat window, where these fields will be readily available. You can then select the appropriate parameters based on the stage of your conversation or the specific details you need to highlight.
Finally, check your ticket in Zendesk Support to ensure the fields have been updated.
As you can see, it's simple! So don't hesitate—book a demo today and start streamlining your work in Zendesk.
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