CX Cards for Support
Access real-time CX insights directly within your Zendesk Support sidebar.
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호환:
Support
개발자
VOC Metrics Limited
Revolutionize Customer Service with CX Cards for Support
Boost the efficiency and effectiveness of your customer service operations with CX Cards, seamlessly integrated into Zendesk Support. Automatically trigger personalized surveys via Email or SMS at pivotal moments in the customer support journey—such as when a new ticket is created, resolved, or updated. Collect real-time feedback to measure customer satisfaction and gain actionable insights that will help you enhance service quality, reduce response times, and resolve issues faster.
CX Cards empower your support team to take immediate action on survey data. Automatically update ticket details and prioritize urgent issues based on customer feedback. This dynamic integration helps ensure that your customer service is always responsive and aligned with customer needs. Get started with CX Cards for Support to take your customer service to the next level.
Key Features for Support:
- Survey Triggers at Critical Touchpoints: Automatically send surveys when key customer service events happen—like ticket creation, status changes, or resolution—ensuring you capture feedback exactly when it matters most.
- Customizable Conditions: Configure survey triggers based on specific ticket details, timeframes, or customer segments. For example, send follow-up surveys to customers with high-priority tickets or after tickets remain unresolved for a set period.
- Instant Feedback Actionability: Survey responses can automatically update Zendesk ticket records, adjust priority levels, or trigger escalations for urgent tickets, ensuring no critical feedback goes unnoticed.
- Comprehensive Data Management: Store and analyze all survey responses as Zendesk Custom Objects, ensuring you have a complete view of customer sentiment for continuous improvement.
Drive Service Excellence
Track and measure essential customer service metrics like Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS). Use CX Cards’ powerful analytics to identify trends in customer feedback, allowing you to proactively improve service quality and customer loyalty.
Get Started with CX Cards for Support
Easily integrate CX Cards with Zendesk Support to start capturing real-time feedback on your customer support performance. Contact us today to configure your Surveyapp account and deliver exceptional customer experiences.
설치 방법
- Click “Install” to install CX Cards for Support
- Sign up for a Surveyapp account if you haven’t yet, then create a customer support survey.
- On the “DISTRIBUTE” step of your Survey, and under the “SEND EMAIL SURVEY” tab, click on the “Zendesk” sub-tab and then “Add a Zendesk Connection”
- Choose “Zendesk Support” and then enter your Zendesk instance URL
- Give the Zendesk connection a name. E.g. “My Zendesk Support” and then click “Connect”.
- Add an email automation, E.g. “Ticket Status: Solved”, then click the “DISTRIBUTE” button.
- Back to your Zendesk Support instance, when an agent marks a ticket as resolved, the requester will be sent a customer satisfaction survey.
- When the agent revisits the resolved ticket, they can open the CX Cards sidebar to click “Sign-in” to sign in. They will see details of how the requester answered the satisfaction survey.
On the top bar, click on the CX Cards icon to access the embedded Surveyapp dashboard.
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