We have all been in the situation when you are having to repeat your issue to several agents before it is finally resolved
iAdvize, the Click-to-Chat customer service solution provider, has today launched an application to enable the synchronisation of Zendesk data with its real-time channels, Click to Chat, Call and Video. This new application gives businesses using iAdvize and Zendesk the possibility to enhance their online customer service.
Customers expect their experience to be smooth and for customer service agents to have access to all their prior communications with the company. This is particularly complex in today’s omni-channel world. The integration between iAdvize and Zendesk aims to provide a unified and coherent customer experience. It will also lead to an increase in agents’ performance as it reduces average handling time by providing them with all the information they need in one place.
When agents interact with a visitor via iAdvize’s Click to Chat, Call or Video solutions, they will automatically be notified if the visitor has a Zendesk profile and whether there are any customer service tickets in progress. They will be able to access the content directly via the iAdvize interface. At the end of the interaction, agents can create a Zendesk ticket directly from their discussion panel.
“We have all been in the situation when you are having to repeat your issue to several agents before it is finally resolved,” explains Johan Guerin, Head of International Development at iAdvize. “This integration with Zendesk goes a long way in solving this issue by providing agents with all the information they need in one place.”
The Zendesk connector is the latest addition to several integration and synchronisation features provided by iAdvize which include CRM, call centre and data warehouse application connectors, and integrations with intelligent virtual agents (IVA).
Created in 2010, iAdvize (www.iadvize.com) is a real-time online customer service solution (Click to Chat, Click to Call, Click to Video), combined with a smart behavioural targeting engine. By adding that human touch to eCommerce, the tool can increase conversion rates and optimise customer service and loyalty. More than 1,000 businesses in Europe have chosen iAdvize from a variety of different industries including retail, travel, insurance, etc, including AirFrance, New Look, House of Fraser and Monster Worldwide.
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