You’re a busy support leader with a team to manage and KPIs to meet. Up and to the right is a series that focuses on simple, actionable tips you can use right now to meet your goals.
We’ve all experienced that frustrating moment when you’re online and in dire need of help but there isn’t an easy way to get in contact with the company. It might be a “Contact Us” page buried in the page footer, a lengthy form requiring information that the company should already know, or simply an email address with no indication of when you’ll receive a reply.
Is this the kind of experience you’re providing for your customers?
In this post, we’ll share how you can stand out from the crowd with a seamless online customer experience, while also helping your support team gather more context to speed up resolution times. The Zendesk Web Widget brings the power of Zendesk to your website, including Support for contact forms, Chat for live chat, and Guide for embedded self-service. Let’s dive in.
Ensure help is within arm’s reach
Your customers should not have to hunt around for help. Reduce friction from their online experience by making it easy to ask for help and find answers—no matter the device they’re using. Once embedded on a website, the Web Widget is only one click away from guiding a customer along a path to getting their question answered. Once clicked, relevant knowledge base articles are automatically suggested. If a customer still needs assistance, they can select the type of question before being prompted for specific information relating to their query.
Solve questions faster with self-service
Not all questions require a personal reply, and not all customers have the time or desire for one. Showing knowledge base articles directly within the widget allows customers to find answers themselves instead of waiting on a response. Better yet, make that experience smarter so customers don’t have to look around for content. Contextual Help in the Web Widget automatically displays knowledge base articles based on the page a customer is viewing. For example, if a customer is looking at a checkout page, they could find articles about payments or delivery options upon clicking on the widget. Customers finding answers themselves means less time waiting on a reply and an opportunity for your support team to focus on the more challenging questions.
Capture more context for a faster resolution
Capturing contextual data from customers reduces the amount back and forth sometimes required to solve an issue. For example: obtaining a customer’s order number before they submit a question about their order status. By focusing on what information is absolutely crucial, customers aren’t overwhelmed with lengthy forms but a support agent still has everything they need to offer a prompt resolution. Where possible, you can avoid putting the burden on the customer to provide information by making use of the data you already have available from the customer journey. Using Pathfinder, an app for Support, your support agents can view the pages a customer visited, the searches they made, and the articles they viewed before reaching out for help. Armed with this information, a support agent can better tailor their response.
The Web Widget was designed to ensure help is always easy to find, with self-service options front and center, so customers can get what they need in the quickest time possible. For your company, that means satisfied customers from a more responsive service, and a support team which has more context on the questions they receive, so they can provide better support.
Find everything you need to get the most from your Web Widget: