How Freshdesk + Zingtree can help your team
Integrating Zingtree's interactive decision trees with Freshdesk helps you improve customer support interactions from the ground up, both for live call center support and customer self-help scenarios. Zingtree’s solution for call center teams guides every agent interaction with the customer right within Freshdesk, ensuring that every internal process is followed perfectly.
This helps customer experience managers in ensuring that all customer interactions follow SOPs and making self-help support more efficient. Instead of lengthy FAQs or documents, a well-designed interactive decision tree can more efficiently guide end-users through the same processes a live technician would do, and also provide time-saving background information if the problem cannot be self-solved. Key benefits of the integration:
Better Processes for Agent Scripting
Empower agents to follow SOPs by allowing them to open interactive customer engagement scripts directly from a Freshdesk ticket. Each session is directly linked to the support ticket, making it easy for multiple agents to resume conversations at follow-up calls or ticket transfers.
Empower Users to Self-Solve
By giving customers access to Zingtree interactive decision trees, you can reduce back-and-forth by allowing end-users to self-solve problems. In case a solution is not found, a ticket is created automatically, and includes a transcript of the decision tree session, serving as some valuable background information.
Analytics & Performance Tracking
Zingtree also comes with detailed reporting and analytics. Get access to real-time reporting on call scripts and decision trees, and review each point of agent or end-user interaction on a per-session basis. Easy access to this data makes it easy to see common problems and bottlenecks.