When we talk about customer support, we invariably think of a ticketing platform. That’s where all the support ‘tickets’ are created and handled. As the company grows, they start seeing a surge in new tickets created. And if the company doesn’t scale the support team at the same time, there end up with a pile of untouched tickets. Leaving a trail of unhappy customers behind.
That’s not the only thing that creates bad customer experiences. Today’s customers want more than just solutions to their issues. They want quick, personalised and round the clock support. It’s one reason why customer support is now moving to chatbots.
Businesses are looking at AI-powered chatbots to build delightful conversational experiences with their customers. They can meet the customer demand of speed, personalisation, 24×7 availability. It goes one step further and allows users the option of self-service.
And this is made possible by chatbot-ticketing platform integration.
Power up support with self-service
40% of customers today want self-service. It’s the option that lets them find solutions to their product/service related issues on their own. By integrating the ticketing platform with chatbots, you can streamline this process seamlessly.
With the integration, the chatbot can retrieve relevant information from the knowledge base. This way, the user will not have to endlessly scroll through the page to find what they are looking for. They can just ask on the chatbot and get the information instantly.
And after every chat is closed, the integration will create a new ticket on your ticketing platform, ensuring all tickets are in one place. So the user could be connecting with you on the website, WhatsApp or voicebot, and all tickets from different channels will be updated on the central platform.
The integration can also check which agent is best equipped to handle the chat based on their skills and experience. So if human intervention is required, it can allocate the chat to the right person in the right department.
This brings us to another important question. What other benefits will you see from chatbot-ticketing platform integration?
1. Automation to reduce routine work
Routine, repetitive tasks take up a lot of your agents’ time, reducing their productivity and eventually motivation. Integration automates these tasks so that agents are free to take up more important and challenging work.
2. Informed agents for high efficiency
One of the challenges customers face while raising tickets is the async between support agents and sales reps. With a unified customer profile, all information from sales, marketing and support can be found in one place.
3. Scrutinisation of chats for risk level
Sensitive, critical and high-risk queries need to be handled carefully and by human agents. The integration allows the chatbot to identify priority tickets and route them to the appropriate support rep without any delay.
4. Low-resolution time for better CSAT
Now that agents have to focus on only the complex tickets and have a unified customer view to get relevant information and context, they can save a lot of time. This helps speed up the process and reduce the time taken to resolve tickets.
Verloop.io – Zendesk integration
Keeping up with customer expectations, the scale of a businesses’ growth and providing delightful experiences every single time can be a big challenge. But once overcome, it can result in strong customer relationships.
Integrating Verloop.io with Zendesk, a popular ticketing system that tracks, prioritises, and solves customer support tickets, can help you scale up your support and provide the experience your customers want. And deserve.
The integration allows you to use various Verloop.io messaging features such as carousels, images, videos, PDFs, buttons etc while in conversation with the customer. This enhances the customer experience and helps them find answers to their questions easily.
With Verloop.io <> Zendesk integration, you can also enable live chat for synchronous messaging. Your users will be connected to human agents when asked for and they will be able to have real-time conversations to resolve their tickets.
This integration also allows asynchronous engagement for nurturing users based on what point of sales funnel they are in. Once a chatbot user has been added to your Zendesk platform, you can reach out to them on other social channels such as WhatsApp, Facebook, Instagram and keep the conversation going. This way, your user can respond to end the conversation at their convenience.
We have ready-to-deploy APIs for enabling Zendesk over top of your Verloop.io’s chatbot. All you have to do is install the APIs and get started.
To know more about how this integration can be enabled for your business, book a demo with us here.
Verloop.io provides 100+ tech integrations including payments, marketing CRMs, ticketing systems, workflow automation, etc. for businesses to support their tech stack. This has helped businesses to seamlessly integrate their chatbot solution without disturbing their existing tech integrations and rather reaping the most benefits out of the chatbot.