“If you build it, they will come.” This may work in the movies, but does it work with the self-service content you’ve spent time and resources constructing? Not always. Many customers that call a company for support were already on the company website, trying to self-serve but unable to locate the information they need.
This is where the Zendesk Web Widget becomes an Admin’s best friend. There are multiple ways this small but mighty embeddable can ensure that your customers get the answers they need, when and where they need help the most. For example, you can place the widget directly on any site, meaning that customers don’t have to leave your page to find answers elsewhere. (This is a lifesaver during purchasing processes!) Also, the configuration capabilities allow Admins to decide in what order support options are presented to the customer. Do you want to make a customer try to self-serve before they’re presented with the option to Chat? No problem.
We’re leading this discussion around Web Widget functionality and best practices in our Zendesk Support Forums. Join our Customer Experience experts to learn more about optimizing the Web Widget, including:
Part 1: Increasing access to self-service
You’ve done your research into what information customers need. You’ve created targeted content to address the most common questions your agents receive. But are your customers finding that information? Learn how to drive customers to take advantage of the resources you’ve made available to them.
Part 2: Personalising the experience
When it comes to self-service, the approach doesn’t have to be “one size fits all.” Learn about the Web Widget capabilities that allow Zendesk Admins to deliver the best contextual support experiences.
Part 3: Quantifying the impact
Industry research shows us there’s no doubt that self-service channels are preferred by today’s customers. Learn how our analytics provide insight into what’s working, as well as and areas of growth. It’s all about continuous improvement.
How to join the conversation
No matter when the information drops, join in anytime to read through the best practices and to leave a comment, ask a question, or share your own best practices and workflow-building strategies. I’ll be available to answer your questions and discuss your strategy.