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Zendesk has integrated ViiBE into its marketplace, giving its users the ability to directly download ViiBE’s remote video assistance solution in order to improve their file-sharing processes in Zendesk. Indeed, it is very important for companies to exchange inbound and outbound files safely, quickly, and without size limitations. It has become a real challenge for Zendesk’s users to share files between colleagues, providers, partners, or customers. With ViiBE, Zendesk offers the ability to transfer files very efficiently within its CRM system.
There are many limitations when we look for a file transfer solution in a company. The employees must use many software products, and it can become difficult to transfer information between team members. Zendesk’s suite of tools is a great way to organize the different topics depending on each team’s goals and needs, however, it can be complicated to share information between teams with different organizational structures and objectives. With ViiBE’s solution integrated in Zendesk, file transferring has never been easier. You can add anyone to a ticket directly in your CRM and access all the information archived in a ticket from the collection of video calls, the comments, the conversation timelines, the final interaction feedback, and of course the documents. This way, it becomes very easy to share a wide variety of information with a colleague, which can be useful between all teams at the company.
During a ViiBE visual support call in Zendesk, all the collaborators can share documents or take snapshots with their camera. This is especially useful when you are trying to fix an issue on the spot and want to keep a record of the way you solved it previously. This is why it is very useful to put annotations on the pictures, snapshots, or documents during the call while sharing comments between the collaborators. Indeed, you can highlight what information was useful for each specific situation and save it in the collaborators’ archives. Then, you have access to specific and relevant content that could be the exact information you or your colleague might need if the same problem occurs in the future. A zoomed picture with annotations, drawings, and comments, as well as the recorded video gives you a good idea of how the issue was solved.
The best part of this functionality is that you can transfer those files to your colleagues, managers, or partners simply by adding them to the ViiBE ticket within Zendesk. They can then choose to have a look at the documents on their phone, tablet, or computer and decide whether or not to locally download them. No need to wait for a long download time, the information is shared on the spot and each file or piece of information can be downloaded individually. A customized set of information specifically relevant for a unique situation can be shared immediately, be divided into different purposes, and be downloaded individually depending on everyone’s needs.
To conclude, file transfer is a real subject nowadays for companies. The big differences between each team’s needs and objectives create an excessive number of files and documents to be kept. Each team needs a different piece of information during each touchpoint with a customer, provider, partner, or even between different teams. It has become a difficult challenge for managers to create a successful Knowledge Management system, and the file transfer limitations often create frustration, delays, and mistakes. ViiBE’s file transfer system within Zendesk integration allows each user to share those touchpoints with 360° accessibility while giving the opportunity to comment and add annotations on the spot. All this information is then sharable, offering everyone the chance to access a very wide set of data and then, the opportunity to choose which information to download depending on their needs and objectives.
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