TeamViewer®, a leading global software provider for IoT, connectivity, monitoring, support and team collaboration announced that it has integrated with Zendesk Chat to provide remote support sessions on a wide variety of customer devices. Zendesk, Inc. is a company that makes software to help organizations build the best customer experiences.
Zendesk Chat is often used to provide technical support to customers. It’s a fast and effective way to offer help, and with TeamViewer directly integrated into Chat, agents can quickly switch from Chat to a remote assistance session to solve problems while reducing customer wait time and boosting customer satisfaction. Customers start the remote sessions by simply clicking a Chat link. Agents have the flexibility to manage parallel remote sessions with multiple customers in the Chat queue and can securely share files to and from customer devices.
Features
- Create and join a support session directly from within Zendesk
- Insert session invite links within Zendesk Chat
- Customers securely connect with one simple click
- Remotely control desktop or mobile devices
- Transfer files to the device or receive files from the device
“Customers expect to communicate and solve problems on the channel of their choice,” says, Michelle Torres, Senior Manager, Apps Marketplace at Zendesk. “Secure remote assistance is an important tool for IT support and the TeamViewer integration with Zendesk Chat gives agents the ability to quickly solve complex customer problems, regardless of what device or channel they may be using.”
In a typical Zendesk Chat deployment, an organizations’ agents log into a dashboard and start chats with customers over Web, mobile and messaging channels like Facebook Messenger and Twitter Direct Messages. Agents can now launch a TeamViewer remote assistance session easily by automatically inserting a service case link into the Chat widget. Once the customer clicks on the link, the agent can view a user’s screen or remotely control the device – depending on what is needed to solve the immediate issue. These connections are very secure, with end-to-end encryption and all sessions are customer initiated with no software downloads required.
“Remote assistance is one more tool agents can leverage to improve the customer experience,” says Constantin Falcoianu, director of business development at TeamViewer. “Zendesk is an important technology partner for TeamViewer and we are excited to expand our integration relationship to another important platform – Zendesk Chat.”
TeamViewer was previously integrated with Zendesk Support, a Web-based ticket system that offers an elegant solution for ticket management and help desk issues. Administrators can initiate remote support sessions from within the ticketing environment. Existing Zendesk customers can download the app within the Zendesk Apps Marketplace.