This article is the first in a series of articles that outline the Touchpoint for Zendesk, how to implement it, and best practices to deliver tailored, focused and effective customer support.
What is the Touchpoint for Zendesk?
Touchpoint for Zendesk is a Touchpoint recipe specifically designed to augment the Zendesk agent-facing experience. The Touchpoint for Zendesk creation workflow makes it easy to configure your necessary Touchpoint tools and package them together for upload into Zendesk.
Touchpoint for Zendesk is a specific package that only pertains to Zendesk instances. Instructions to create and configure this package does not apply to other CRM or ticketing systems.
Touchpoint for Zendesk leverages three Touchpoint tools:
Why should I create a Touchpoint for Zendesk?
Integrating MindTouch Touchpoint tools into your Zendesk application provides the following benefits:
- Insight into customer behavior. Support agents gain valuable insight into the user behavior of customers who are submitting tickets.
- Targeted ticket resolution. Support agents are better equipped to answer customer questions, provide meaningful direction and close tickets faster.
- Self-service opportunities. Customers will be more satisfied with their experience and have opportunities to learn, self-serve and engage.
- Content quality control. Content managers gain insight into which documentation is lacking in providing help to customers.
How agents experience Touchpoint for Zendesk
Zendesk agents encounter the Mindtouch Touchpoint as follows (see panel at far right and custom fields to the left):
Touchpoint for Zendesk tools and features
The sign-in tool allows users to log in to MindTouch while inside Zendesk. Users who are already signed in to your MindTouch instance outside of Zendesk, are automatically signed in within the Zendesk environment. Otherwise, users can click "Sign in to MindTouch" (or whatever text you designated when creating this tool) to open your success center in a new tab. Once a user is signed in, the sign-in tool in Zendesk automatically updates the user's sign-in status.
Customer insights tool
The customer insights tool helps your agents understand your customer's history — what they are trying to accomplish, where they have looked for help and what they may have missed. If your ticket form is set up to grab your user's event data in MindTouch, that data is automatically pulled into the customer insights tool to show your customer's search and view history. Use this intelligence to deliver a more personalized, accurate and valuable troubleshooting experience.
The search-in-place tool automatically pulls the subject line of the customer's ticket into the search bar and performs a quick search of your MindTouch site. When agents click on an article displayed in the search results list, the article opens in a new tab. Agents can expand their search to find the most relevant article to assist your customer.
The following features are included in your Touchpoint tools:
Link to ticket feature
Use the link to ticket feature to attach MindTouch articles as links to your Zendesk support ticket response. Linked articles appear as hyperlinks in the response editor box.
The publish feature adds a checkbox into your Zendesk environment that agents can check to identify when your success documentation is lacking. By marking this field, you can run a report in Zendesk to better understand which documentation needs to be updated or improved to help the customer to success.
This checkbox WILL NOT publish an article directly to MindTouch. It will merely flag your ticket for reference to a future article to be written with proper guidance and management. Failure to properly vet all new additions into your success center may lead to adverse effects such as low-quality documents and negative effects on SEO.