Zendesk is the go-to solution for efficiently handling customer service requests.
By placing AI at the core of its development strategy, Zendesk bets on automation to maximize the number of self-service resolved inquiries by customers and expedite the processing of requests that reach customer service agents.
But what happens when the request is more complex, or never encountered before? How does AI react to a distressed or angry customer? How can we ensure that the agent is effective even when faced with a complex customer request?
This is where video call support offers maximum value: it enables agents to visualize the customer's situation, understand, and respond more quickly, especially in the most complex cases.
Combine Apizee's video call support with Zendesk's customer service platform for greater efficiency, responsiveness, and closeness: this is the recipe for increasing customer satisfaction.
3 excellent reasons for customer service agents to use video call in Zendesk
CX Metricast measured a growth of nearly 40% from 2019 to 2021 of live video in customer relationships mostly due to the surge of the COVID-19 pandemic.
Both personal and professional habits have been deeply transformed as 65% of brands still use live video chat to engage with their customers in 2022. Video call support has become an essential tool for customer service.
Complex requests are resolved more quickly
Self-care, chatbots, intelligent knowledge bases... Zendesk offers effective ways to autonomously resolve the simplest customer requests before they reach customer service. Agents focus on so-called "complex" requests:
Not documented or unknown to customer service,
Highly dependent on the customer's context, and/or
Remote video support equips the agent to determine the nature of the problem and thus propose a solution more quickly to customers.
Improved reactivity and improved first-contact resolution
According to a 2021 Genesys study, video calls have stood out as the customer experience (CX) channel with the highest satisfaction rate, with 44% of consumers qualifying them as "very effective".
Using video call support, agents become more reactive, increasing their first-contact resolution rate by 15%.
At a time when artificial intelligence and conversational agents have automated part of the customer support journey, video remains a reliable way to establish an empathic link between the agent and the customer.
What are the benefits of making a video call on Zendesk?
Integrating video calls into Zendesk is transforming how customer service agents interact with and manage customer inquiries. Here's an overview of how this technology enhances the user experience for agents:
Offer seamless experience to support agents
Integrating video calls into the Zendesk interface creates a smooth and intuitive experience for agents. By eliminating the need to switch between different tools, video call support allows agents to handle customer interactions more efficiently. This optimization of time and resources boosts the overall productivity of the agents.
The ease of accessing video call support and its seamless integration into Zendesk ensures quick adoption by agents. This significantly reduces the time needed for training and familiarization with the tool.
Get accurate documentation of each case
Adding high-definition photos directly into Zendesk tickets enriches the documentation of customer cases. This allows agents to capture crucial details during video call sessions, thus enhancing the quality of documentation and understanding of customer issues.
Furthermore, these photos provide valuable information for customer service managers during debriefings and support agents in improving their performance.
Track all interactions into each Zendesk ticket
Every video call interaction is recorded in the history of the associated Zendesk ticket. This unified view gives agents a complete and chronological perspective of customer interactions.
Moreover, consolidating interactions into Zendesk tickets paves the way for more detailed analyses of customer service trends and performances. This helps in identifying the role and impact of video calls in resolving customer inquiries.
How video call integrates into Zendesk
The Apizee app, integrated with Zendesk, unleashes a suite of innovative features designed to revolutionize agent-client interactions. These features bring a visual dimension to problem-solving, making the experience more intuitive and effective.
Real-time video support
The video call feature allows agents to instantly connect with clients through live video. The front camera video enables the agent to create a more empathetic relationship with clients, while the rear camera video helps them better understand the client's environment and more easily identify the issue at hand.
HD photo captures
High-definition photo captures are another valuable feature. During a video call session, agents can take photos of the client's situation. These images are then archived directly in the corresponding Zendesk tickets. This functionality ensures precise documentation of cases, aiding not just in immediate problem resolution but also in post-interaction follow-up and analysis.
How to get video call on Zendesk
Apizee for Zendesk is available on the Zendesk Marketplace. Installation is just a click away, followed by a few simple steps for configuration. Once set up, you can start using it right away.
Interested in this integration?
Enhance your customer service by combining Apizee's video call support with the Zendesk platform. Boost efficiency, respond faster, and get closer to your customers. Activate the integration now!
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