Whether it’s gathering better information or seeing what steps a customer has taken to already resolve a problem, context can make a big impact. Agents who are empowered with information can provide a faster, more tailored customer experience.
See where the customer has already been
Most customers try to resolve a problem themselves before getting in touch. Give agents insight into what steps a customer has already taken with the Pathfinder app to provide more efficient, personal support.
Pathfinder gives us invaluable context and insights into the customer journey, allowing us to personalise interactions, solve issues more efficiently, and optimise the full experience for our users.
– James Baldwin
Sr Manager, User Advocacy, Change.org
See the customer journey
See what help centre articles and searches customers look for before submitting a ticketGet the Pathfinder app
Agent efficiency best practices
Learn best practices for fine-tuning agent productivity from the Zendesk teamLearn more
Multiple Ticket Forms
Set up unique ticket forms for different types of customer requestsLearn more >
Ask follow-up questions in a ticket form to collect the right information from customersGet the conditional fields app