ZENDESK CHATBOT - Empower your organization with Inbound Video Calls

Customer support wait times can be frustrating to customers.

This article explores how SnapCall, integrated within your Zendesk messaging widget, allows customers to initiate video calls for faster issue resolution, improving their overall support experience.

Results User Can Expect

• Streamlined Communication: Visual communication clarifies issues and expedites troubleshooting.
• It's a way to simplify the contact between customer and your organization 
• All communication consolidated into a single channel allows for efficient organization, minimizing the customer's efforts required to initiate a ticket (such as via video call), thereby positively impacting the Customer Effort Score (CES)
• Reduced Customer Effort: Customers experience a decrease in the steps needed to address reported issues, leading to quicker resolutions.

The Use Cases

• Technical Support: Customers can visually demonstrate technical concerns, leading to faster solutions.
• Product Demonstrations: Sales teams can showcase products and answer questions in real-time.
• Customer Onboarding: Walk customers through product features and functionalities efficiently.
• VIP support 

While specific numbers depend on your implementation, stats show inbound video calls can significantly improve:

• Customer Satisfaction (CSAT) Scores by offering an alternative resolution path.
• First Contact Resolution Rates by enabling immediate visual diagnosis.

How to proceed? Step-by-Step Guide:

A - Setting Up the Bot (Zendesk Flow Builder):

1. Create a new answer bot using Zendesk's Flow Builder.
2. Craft an introduction informing customers about the self-service video call option.
3. Collect customer information (name and email) for follow-up purposes.

B - Integrating SnapCall Services:

1. Within the bot, add a step to initiate an API call to SnapCall.
2. Configure the API call details:

• Prior to proceeding, please ensure to reach out to our support team to acquire the necessary details for this stage, including ID, URL, and Token.
• Request Method: POST
• Endpoint URL: Use the static URL: api.snapcall.io and the ID provided by SnapCall support (including your company ID placeholder).
• Connection: Create a connection using a bearer token (provided by SnapCall support). 

C - Providing the Video Call Link:

1. Once the API call is successful, what we want to do is to give the link to the customer to join the video call. We can do so by adding another step, just after the API Call one, that would give this link to them. 
2. In case of API failure, transfer the conversation to an agent.
3. Otherwise, utilize message buttons to present the video call link to the customer.
4. The link can include parameters to customize the greeting page displayed before the call.

For further details and code snippets, please refer to the video presentation.

If you have any questions, feel free to contact SnapCall support at support@snapcall.io