Vidyard GoVideo for Zendesk Humanizes the Customer Support Experience with Video


March 20, 2018

Customer assist groups can now seize and share private video messages straight inside Zendesk to shut tickets quicker and ship a extra private buyer expertise.

KITCHENER, Ontario – March 20, 2018 – Vidyard, the main video platform for enterprise, broadcasts Vidyard GoVideo for Zendesk, the latest video-based Zendesk Editor Marketplace app that brings the energy of non-public video messaging and screen-recording to Zendesk Support. Available at no cost to Zendesk clients, this app is Vidyard’s newest addition to Vidyard for Customer Support, a complete answer that helps Service and Support groups personalize the buyer expertise, resolve service tickets quicker and improve satisfaction by way of the use of video content material.

Vidyard GoVideo makes it quick and straightforward to file, share and monitor customized video messages as an built-in a part of the buyer assist course of. Vidyard GoVideo is a Zendesk Editor app, that means that it’s uniquely situated alongside the backside of the ticket editor window, enabling brokers to seamlessly file customized display screen captures or webcam movies whereas composing a response. Once despatched, reps obtain speedy video viewer notifications so that they know when the content material has been watched and may replace the assist ticket accordingly. Reps will perceive precisely how a lot of a video is watched, how usually the consumer hits play, and even what elements of the movies have been re-watched a number of instances. Personalized video messages make it simpler for assist reps to showcase precisely the way to resolve a difficulty and assist to construct higher belief and satisfaction with clients. Feedback additionally sends a possible sign to the firm that extra movies on sure matters could also be mandatory.

“Today’s customers expect information in a way that is timely, personalized and easily understood, and video is the perfect way to deliver those experiences,” says Michael Litt, Co-Founder and CEO of Vidyard. “With Vidyard GoVideo, we’re making it easy for customer support teams to capture and share personalized video messages that not only help to resolve issues faster, but create a more human and trusted connection with customers.”

Vidyard GoVideo for Zendesk empowers reps to:

  • Capture Custom Screen Shares: Record and share customized display screen seize movies to showcase precisely the way to resolve a difficulty.
  • Record Personal Video Messages: Record and share private video messages with their webcam to obviously clarify their response and join in a extra private approach.
  • Create On-Demand Video Content: Create on-demand movies and publish to on-line information articles with the capacity to centrally handle, monitor and replace content material.
  • Add Interactive Video: Add interactive surveys, hyperlinks and questionnaires to any video in order that clients can self-close tickets and supply well timed suggestions.
  • Track Video Analytics: Track real-time video views, drop-off charges and extra to know which content material is the highest in-demand and which movies are fixing the most instances.

“Like many businesses, we’re always looking for new ways to humanize and personalize every step of the customer journey. We’ve been using Vidyard across our marketing and sales teams for years, and its changed how those teams connect with customers,” says Ryan O’Hara, Vice President of Growth and Marketing at LeadIQ. “With Vidyard GoVideo, our support team now has the ability to create personalized video recordings on the fly too, while also leveraging existing marketing and support library videos within our video content library. This is going to change everything!”

“By adding Vidyard GoVideo to our Marketplace, we’re empowering agents to easily create personalized video recordings to add to their support experience,” Billy Robins, Director of Technology Alliances at Zendesk. “Customers love that Editor Apps are in the existing workflow for agents and extend Zendesk capabilities with rich solutions like Vidyard, and they’re a great way for customer service teams to extend Zendesk functionality. We appreciate the tool’s ability to send immediate notifications each time someone watches a support video, so agents understand what videos work well to resolve customer questions.”

Vidyard GoVideo for Zendesk additional enhances Vidyard’s present Vidyard for Support answer, designed to assist clients resolve instances quicker and remodel the buyer expertise utilizing video. Vidyard GoVideo is now accessible in the Zendesk Apps Marketplace for clients on the Zendesk Team plan or above.

More Information:

About Vidyard
Vidyard is the video platform for enterprise that helps organizations drive extra income by way of the use of on-line video. Going past video internet hosting and administration, Vidyard helps companies drive higher engagement of their video content material, monitor the viewing actions of every particular person viewer, and switch these views into motion. Global leaders corresponding to Honeywell, Lenovo, LinkedIn, Citibank, and Sharp depend on Vidyard to energy their video content material methods and switch viewers into clients.

About Zendesk
Zendesk builds software program for higher buyer relationships. It empowers organizations to enhance buyer engagement and higher perceive their clients. Approximately 119,000 paid buyer accounts in over 160 international locations and territories use Zendesk merchandise. Based in San Francisco, Zendesk has operations in North America, Europe, Asia, Australia, and South America. Learn extra at www.zendesk.com.

Media Contact:
Sandy Pell,
Senior Manager, Corporate Communications
Vidyard
press@vidyard.com

Sandy Pell

Sandy Pell

Sandy Pell is the Head of Corporate Communications at Vidyard. She’s been named as one in all Canada’s PR Top 30 Under 30 by PR in Canada, and one in all the Top 20 Tech Women in Canada by the C100. When she is not crafting distinctive communications, you may discover her remodeling clean areas into exceptional locations as a industrial mural artist!



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