Buyer assist groups can now seize and share private video messages immediately inside Zendesk to shut tickets quicker and ship a extra private buyer expertise.
KITCHENER, Ontario – March 20, 2018 – Vidyard, the main video platform for enterprise, proclaims Vidyard GoVideo for Zendesk, the most recent video-based Zendesk Editor Market app that brings the ability of non-public video messaging and screen-recording to Zendesk Assist. Out there at no cost to Zendesk clients, this app is Vidyard’s newest addition to Vidyard for Buyer Assist, a complete answer that helps Service and Assist groups personalize the client expertise, resolve service tickets quicker and enhance satisfaction by using video content material.
Vidyard GoVideo makes it quick and simple to file, share and monitor customized video messages as an built-in a part of the client assist course of. Vidyard GoVideo is a Zendesk Editor app, that means that it’s uniquely positioned alongside the underside of the ticket editor window, enabling brokers to seamlessly file customized display screen captures or webcam movies whereas composing a response. As soon as despatched, reps obtain fast video viewer notifications so that they know when the content material has been watched and might replace the assist ticket accordingly. Reps will perceive precisely how a lot of a video is watched, how usually the person hits play, and even what components of the movies have been re-watched a number of instances. Personalised video messages make it simpler for assist reps to showcase precisely methods to resolve a problem and assist to construct higher belief and satisfaction with clients. Suggestions additionally sends a possible sign to the corporate that extra movies on sure subjects could also be needed.
“At present’s clients count on info in a means that’s well timed, customized and simply understood, and video is the proper solution to ship these experiences,” says Michael Litt, Co-Founder and CEO of Vidyard. “With Vidyard GoVideo, we’re making it simple for buyer assist groups to seize and share customized video messages that not solely assist to resolve points quicker, however create a extra human and trusted reference to clients.”
Vidyard GoVideo for Zendesk empowers reps to:
- Seize Customized Display Shares: Document and share customized display screen seize movies to showcase precisely methods to resolve a problem.
- Document Private Video Messages: Document and share private video messages with their webcam to obviously clarify their response and join in a extra private means.
- Create On-Demand Video Content material: Create on-demand movies and publish to on-line data articles with the power to centrally handle, monitor and replace content material.
- Add Interactive Video: Add interactive surveys, hyperlinks and questionnaires to any video in order that clients can self-close tickets and supply well timed suggestions.
- Monitor Video Analytics: Monitor real-time video views, drop-off charges and extra to grasp which content material is the best in-demand and which movies are fixing essentially the most instances.
“Like many companies, we’re all the time in search of new methods to humanize and personalize each step of the client journey. We’ve been utilizing Vidyard throughout our advertising and marketing and gross sales groups for years, and its modified how these groups join with clients,” says Ryan O’Hara, Vice President of Progress and Advertising at LeadIQ. “With Vidyard GoVideo, our assist staff now has the power to create customized video recordings on the fly too, whereas additionally leveraging present advertising and marketing and assist library movies inside our video content material library. That is going to vary every little thing!”
“By including Vidyard GoVideo to our Market, we’re empowering brokers to simply create customized video recordings so as to add to their assist expertise,” Billy Robins, Director of Know-how Alliances at Zendesk. “Prospects love that Editor Apps are within the present workflow for brokers and lengthen Zendesk capabilities with wealthy options like Vidyard, they usually’re an effective way for customer support groups to increase Zendesk performance. We admire the instrument’s capability to ship fast notifications every time somebody watches a assist video, so brokers perceive what movies work properly to resolve buyer questions.”
Vidyard GoVideo for Zendesk additional enhances Vidyard’s present Vidyard for Assist answer, designed to assist clients resolve instances quicker and remodel the client expertise utilizing video. Vidyard GoVideo is now obtainable within the Zendesk Apps Market for purchasers on the Zendesk Workforce plan or above.
Extra Info:
About Vidyard
Vidyard is the video platform for enterprise that helps organizations drive extra income by using on-line video. Going past video internet hosting and administration, Vidyard helps companies drive higher engagement of their video content material, monitor the viewing actions of every particular person viewer, and switch these views into motion. International leaders equivalent to Honeywell, Lenovo, LinkedIn, Citibank, and Sharp depend on Vidyard to energy their video content material methods and switch viewers into clients.
About Zendesk
Zendesk builds software program for higher buyer relationships. It empowers organizations to enhance buyer engagement and higher perceive their clients. Roughly 119,000 paid buyer accounts in over 160 nations and territories use Zendesk merchandise. Based mostly in San Francisco, Zendesk has operations in North America, Europe, Asia, Australia, and South America. Be taught extra at www.zendesk.com.
Media Contact:
Sandy Pell,
Senior Supervisor, Company Communications
Vidyard
press@vidyard.com
