TeamViewer, a software provider for IoT, connectivity, monitoring, support, and team collaboration, has integrated its remote support software with Zendesk Chat, the live chat customer service solution rom Zendesk Inc. The new functionality enables Chat users to provide remote support sessions on a wide variety of customer devices.
Zendesk Chat is often used to provide technical support to customers. With TeamViewer directly integrated into Chat, agents can now 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 clicking a Chat link. Agents then 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.
“Customers expect to communicate and solve problems on the channel of their choice,” said Michelle Torres, senior manager for the Apps Marketplace at Zendesk, in prepared remarks. “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.”
“Remote assistance is one more tool agents can leverage to improve the customer experience,” adds Constantin Falcoianu, director of business development at TeamViewer, in a press statement.
Features of the TeamViewer-Zendesk Chat integration include tha abilities to:
Create and join a support session directly from within Zendesk
Insert session invite links within Zendesk Chat
Securely connect with customers with one click
Remotely control desktop or mobile devices
- Transfer files to the device or receive files from the device
In a typical Zendesk Chat deployment, an organization's 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 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. Those connections are secured by end-to-end encryption. All sessions are customer initiated, with no software downloads required.