This week was an exciting one for our client AnswerDash, the provider of contextual answer technology for websites and apps. Fresh off the heels of revealing its general availability this fall, AnswerDash just announced its integration with Zendesk, a major player in improving online customer service. The integration makes it easy for websites to display help content from the Zendesk Help Center on actual web pages, rather than in siloed FAQs or knowledge-bases. The effect is that website users will have access to the Zendesk Help Center wherever they have questions, with just the click of a mouse or tap of a finger.
The integration also makes it simple to transform Zendesk support tickets into new AnswerDash contextual Q&A. As users ask questions via Help Center tickets, the Q&A will appear in the AnswerDash tab. Commonly asked questions will no longer require a unique response from a customer service agent, as Q&A will “live” on the webpage or app contextually. This frees up customer service agents to answer complex or unique questions, rather than routinely responding to the same Q&A.
According to AnswerDash’s CEO Jake Wobbrock, “For most online businesses, 80 percent of support ticket volume is due to just 20 percent of the most frequently asked questions, leading to customer service agent fatigue and inability for support teams to cost-effectively scale. Our integration with Zendesk helps transform traditional assisted customer service into highly efficient customer self-service, reducing the number of help tickets and enabling support teams to scale.”
Key features of the AnswerDash/Zendesk integration include:
- Bringing Zendesk Help Center Articles to Users’ Point-of-Action—Customer service teams now can sync their Zendesk Help Center articles into AnswerDash’s point-and-click contextual answer service, providing users with instant access to Help Center content on relevant objects on websites. Syncing occurs every 10 minutes to ensure that AnswerDash surfaces the most up-to-date Help Center content.
- Answering Commonly Asked Questions Once—The AnswerDash app that plugs into Zendesk allows customer service teams to turn frequently asked Zendesk tickets into AnswerDash contextual Q&A for all future visitors to see. By enabling common questions to appear in the interface as contextual Q&A, those questions see a 60-percent reduction in turning into support tickets. By empowering customers to self-serve, redundant questions are deflected and support agents are freed to focus on valuable high-touch customers with more personalized needs.
- Delivering New AnswerDash Questions as Zendesk Tickets—New questions asked via AnswerDash are delivered as Zendesk tickets. As each ticket turns into AnswerDash self-service Q&A, ticket volumes decline for the most common questions on a site.
The integration news garnered coverage, including the following original articles:
- Xconomy, Seattle Roundup: Skytap, Mercent, AnswerDash, FlowVella, Impinj
- Website Magazine, Ease the Pressure on Your Support Team with New AnswerDash Integration
- Destination CRM, AnswerDash Integrates with Zendesk
- Small Biz Daily, Cooking Lessons for Startups, Video Contests and More
- Beta News, Self service platform helps cut online help desk requests
The following publications also reposted the press release:
- Smart Customer Service, AnswerDash Integrates Contextual Self-Service Platform with Zendesk
- AdTech Press, AnswerDash Transforms Help Center into Point-and-Click Contextual Self-Service Platform with Zendesk Integration
- Adotas, AnswerDash Transforms Help Center With Zendesk Integration
For more information about how to integrate AnswerDash with Zendesk, please visit: https://www.zendesk.com/apps/answerdash/