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You can download ViiBE video assistance solution directly from Zendesk CRM solution, this way, Knowledge Management in Zendesk becomes even more accessible. The information and knowledge can travel faster and more efficiently between teams. This leads to many upsides such as a better training system, more vertical team communication, and the avoidance of many mistakes thanks to accessible information that is more transparent than ever. By integrating ViiBE, Zendesk has added live visual support to its marketplace to offer its users a new way to interact with their customers.
It is not always easy to train a new employee. The number of resources that he or she needs to assimilate in a short period of time, as well as the variable availability of the other team members to show or explain the different daily tasks can be very limiting for the new employee. Plus, when your team is working remotely, the training system really needs specific and tailored made follow-up tools. This is why the managers and human resources team are always looking for automatization of the training processes as well as easy-to-share information for the new employee arrivals. This is not always an easy thing to implement, and many solutions exist with varying quality and issues. Those ideas often bring more problems than solutions as they add another software to the pile of existing ones inside your company.
This is why Zendesk has integrated ViiBE’s Knowledge Management system directly into its CRM. ViiBE’s archives allow team members to share any tickets with any pertinent parties. Those tickets highlight the different calls needed to solve an issue as well as the participant, the recorded video, the comments, chat transcript, etc… This is really useful for a new employee during his or her training phase. The video gives much more concrete information than a block of text, making it a useful tool for any positions, tasks, or sectors.
ViiBE Knowledge Management system in Zendesk is a great tool to improve your different teams’ communication. For example, it can be really useful to have your sales team share documents, videos, descriptions, or comments to the after-sales team when they need more details regarding a customer issue. This is the same for the accounting team who might need to access this information when they need to solve an invoice problem or misunderstanding.
Furthermore, it is not always easy for a manager to gather data from their team. The need to have proper tools to conduct successful meetings is very important. The Knowledge Management system of ViiBE in Zendesk allows them to access different reports in an instant, depending on their needs. For example, the managers can have a look at a graphic representation of the number of calls, problems solved, diagnoses emitted, net promoting scores, or first call resolution rates.
To conclude, it is well known that a Knowledge Management practice has many advantages. By serving everyone’s interests, it helps incentivize each team to share their information with the integrality of the company. It also helps to know who is the best person to contact when you need specific information. This is why it is so important to integrate your Knowledge Management strategies into your Zendesk CRM in order to have all the information in one place.
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