Seattle, WA – December 18th, 2014 – AnswerDash, the world’s leading provider of contextual answer technology for websites, today announced a significant technology integration with Zendesk Help Center to further customer self-service initiatives for Zendesk clients. The integration makes it easy for websites to display help content from Zendesk Help Center as contextual Q&A that appear on relevant objects on a web page. The effect is that website users have access to Help Center content wherever they have questions, with just a click of the mouse and without typing search queries. Links from revealed content connect users back to Help Center, making it easy to directly access full Help Center articles.
AnswerDash also makes it easy to transform Zendesk tickets into new AnswerDash contextual Q&A via a new app that plugs into Zendesk’s popular customer service platform. Customer service agents can respond directly to support tickets and now also convert those tickets into self-service Q&A to head off similar support requests in the future.
“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,” said Jake Wobbrock, CEO and co-founder of AnswerDash. “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.”
AnswerDash’s self-service technologies allow users to get answers to their commonly asked questions in the context of existing webpages, without having to visit separate knowledge bases. When users have a question about something they see on a website, they can simply click on that object and AnswerDash performs an “object search” to bring forth relevant Q&A, including Zendesk Help Center articles. Making knowledge accessible at the user’s point-of-action prevents users from abandoning websites when they can’t find the answers they need.
Key features of AnswerDash’s integration with Zendesk include:
● Bring 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 ten minutes to ensure that AnswerDash surfaces the most up-to-date Help Center content.
● Answer 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% 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.
● Deliver 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.
For more information about how to integrate AnswerDash with Zendesk, please visit: https://www.zendesk.com/apps/answerdash/.