Introducing SessionStack for Zendesk: See what exactly happened to the customer
Earlier this week, we talked about emerging trends in the customer service space and the pressure on support teams to ensure always-positive customer experience and resolve customer issues faster than ever before.
Zendesk has helped improve the work of customer success teams across the globe, with over 40,000 businesses of all sizes actively using their cloud-hosted help desk platform. Easy to deploy and use, Zendesk is so flexible as to accommodate teams of 5 to 500+ customer agents, thus allowing even startups and small businesses alike to get access to quality customer service solutions. What’s more, you can quickly hook it to several channels that your support force might be utilizing, such as web, chat, email, and social media.
When it comes to solving an issue that the customer ran into, the service agents are on their own again. They still have no clue what happened to the user, yet they need to help them solve the issue fast. What do support agents do in that case? Same old: ask for screenshots or ask the customer to describe the problem the best he can, how he got there and what he sees at the moment. We know all too well that a screenshot can often speak a lot less than a thousand words, and usually, customers cannot recall what they saw or did to get the error.
Enter SessionStack for Zendesk!
We just launched an integration with Zendesk Support to empower customer agents to watch a pixel-perfect replay of customer sessions right from within the customer support ticket! Easy to install and get started with, SessionStack plugs into Zendesk Support effortlessly, without causing any disruption for the agent or the customer.
Now, customer service agents get the context they need to assist customers right away, without requesting screenshots or more details. They can watch everything that happened to the customer before initiating a customer support request. Connecting Zendesk and SessionStack empowers agents to:
- Get all the information in one place. Find and replay all the recorded customer sessions within the customer ticket.
- Filter sessions by date and time. Replay the exact customer’s session with the steps that led to the request.
- Reduce internal back-and-forth. Share a session replay link directly with the tech support or the development team.
- Prevent future tickets. Access “under-the-hood” tech details such as network requests, errors, warnings, and debug messages that can be of great help when solving the issue.
Customer data is protected
You have complete control over what SessionStack records and streams as user data. Automatically, the solution will hide all passwords. However, you can choose to mask any other sensitive data such as credit card numbers, bank account, and social security numbers. The data that’s been marked as confidential would never leave the browser of the end-user.
Zero friction for the customer
SessionStack will capture all the user interactions within your product without affecting its look and feel. The solution is incredibly lightweight and will not impact the performance of your web app. What’s more, end customers don’t need to download or install anything.
Getting started with SessionStack for Zendesk
It’s super easy!
Find SessionStack for Zendesk on the Zendesk marketplace for partners, apps, and integrations, and start the installation process:
Follow the quick 2-step process to fill in the installation form. Keep in mind that you should register an account with SessionStack to complete the process.
That’s it! Now, when you open a support ticket inside Zendesk, you’ll see a list of recorded customer sessions in the Apps sidebar. Enjoy!
