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It is now possible to integrate ViiBE directly into Zendesk’s system, allowing Zendesk to provide visual support to all their customers. Zendesk’s users can now use ViiBE directly from their CRM system in order to video call their customers and assist them live, in real-time. This is a clear change for your sales, maintenance, and support teams as well as for your internal communication between teams.
Your sales team has different missions throughout the day. Their missions cover everything from prospection, negotiation, proof of concept, and contract finalization. New technology has changed the way sales teams proceed through each of these steps. Now, the live video support in Zendesk can enhance the proof of concept step by showing the product or service you are selling directly to your potential customers, without leaving your CRM system. This is a big improvement for salespeople as they can, for once, let the product do the talking. This way, many customer assistance operations can be conducted remotely, thus, managing a remote team becomes much easier.
ViiBE live visual assistance in Zendesk allows you to give directions and assistance to your collaborators with a tailored made solution. The live video support gives you more information than a thousand words and the service lets you also share documents, chat, and put annotations on pictures. ViiBE’s solution is also made to ensure live video in any condition. For example, if you or your collaborator have a bad internet connection, you can still turn the video off and take snapshots from your collaborator’s camera. This picture will only depend on the camera quality, which is very useful considering the camera quality of newer devices. Then, with Zendesk live support, you can provide assistance by annotating the snapshots even if the internet signal is very weak.
This is a real game-changer for your support team as they can assist the collaborators much faster, creating a more positive overall experience. In parallel, upset customers will have a shorter wait before interacting with a support team member via live video assistance, which will ensure that they can address their problem with minimal delay. Indeed, the first contact resolution rate will increase when your support team uses the video during its interactions with the customers. The time of phone support is over. It is now time to integrate visual live support in your CRM.
You can now change the way you organize your maintenance system. The human factor cannot be totally removed thanks to remote video assistance. However, ViiBE’s visual assistance solution integrated in Zendesk can allow you to perform remote visual inspections without having to go on-site. This way, you can diagnose the issue and immediately give directions to the on-site operators on how to take the first and easy maintenance steps that previously would have necessitated the expert to travel on-site not so long ago. This can lengthen your machine life expectancy and prevent you from having to change them so often. Moreover, the experts can now oversee more sites at once, and all directly from their Zendesk CRM system they already use for internal organization tasks.
To conclude, ViiBE live visual support in Zendesk is a real asset for many, if not all, of your teams. Its simplicity and accessibility is a real advantage as it removes most of the adoption limits. It is directly integrated into your Zendesk CRM and ticketing system, which makes it really easy to use. By adding the video in each interaction with the customers, the call center experience becomes much more humane.
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