So, they take a bit of an advantage with the number of channels and Gist takes a bit back with Workflows. Zendesk doesn’t offer a visual workflow tool, at the moment and their tool looks a bit like a old school form (aka a bit clunky). We also now have visual workflows to see exactly when and how your site visitors and list are going to be contacted. You can trigger a large number of events to happen based on events and actions that you set.Ī customer visits a certain page, you can apply a tag that starts an email sequence or alerts your reps to reach out. Gist offers marketing automation as well (albeit without SMS and notifications, but we’re working on it). There are multiple available channels to include in automations like notifications (both on site and on phones), SMS and via web hooks. Their automation is more than email, which is cool. While Zendesk doesn’t offer the ability to send emails to a list, they do offer the ability to create emails that can be sent via automations.Īutomatically triggering an email when a support ticket is closed is an example. But really the tools are too similar to call a winner here. If you want to price in the $50+/mo for the bot instead of using your reps, Zendesk Guide could work. Since it’s not a tool that you can have with the knowledge base pricing, it’s not getting as much weight in this review. It’s a separate fee starting at $50/mo, based on how often it’s used. It’s a really cool feature, but it’s not included in their regular Zendesk Guide plans. It’s an intuitive bot tool that can pickup on key phrases and suggest knowledge base content from your existing set of articles. There is one difference, which could be considered an advantage for Zendesk, and it’s called “Answer Bot”. Instantly create a searchable database of articles that can be used by both customers and reps.Have the ability to add rich media, like images and videos.Allow users to quickly create articles with an easy editor.Gist’s Knowledge Base and Zendesk’s “Guide” are very similar in nature (to be honest most KB products are a lot alike). Very similar chat tools, but pricing based just on chat shows that the value of Gist’s all-in-one pricing shines through. (Gist’s additional users on the $29/mo plan are $15/mo per seat.) Winner: Gist To get the same level of chat capabilities with Zendesk (NOT all of that other stuff), it’s $29 per agent per month. Not to mention everything included in the Free plan. But with our $9/mo per userplan, you get unlimited chats, prompts the use of our meetings tool, our help desk, and knowledge base. The way pricing works on Zendesk is a jungle (more on that in the pricing section). While you can customize your avatars and aesthetics with Gist’s live chat, Zendesk allows users the ability to create a fully-customized interface (coding definitely required). Now, Zendesk does have a bit of an edge in terms of design. Have chats both on websites and in an app.Chat prompts that come up when and where you choose.In fact, the two chats are remarkably similar in a lot of ways, including: Navigate to the Overview tab and toggle the Automation Engine on.Both Gist and Zendesk offer a live chat tool.Īs you’d expect, they’re both natively connected to the help desk and ticketing software in both tools. The settings can be adjusted on Zendesks' side by clicking Edit Automation Trigger This is because by authorizing it while logging in as the virtual agent in Zendesk, we make sure the bot in our Dashboard is connected to the virtual agent's account and not yours.Ĭlick Create an Automation Trigger to have a trigger created on Zendesk Supports business rules that will notify Ultimate of all incoming tickets. If you had authorized it previously to import data, please unauthorize it and do it again while logging in using the virtual agent's account in Zendesk. To authorize Zendesk Support, follow the steps here. You will need access to the bot's email for this. If you don't remember the credentials of your bot's Zendesk account, follow the steps here to reset the bot account's password. Login to Zendesk using the bot admin account you created during preparation. Step 1: Log in to Zendesk Support as the bot Our approach is to create a trigger within Zendesk Support that allows your bot to act as a virtual agent to take action on new incoming emails and web forms, removing manual steps previously handled by customer support agents.īefore connecting, make sure you have finished the preparation of creating an admin account for the bot in Zendesk. You need access to the Zendesk Support API and an administrator role for this integration.
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