Facilitate your agents’ access to information so that they can support your customers better and more happily!
When working on a ticket, agents often search for information and answers they don’t have themselves. But searching across multiple sources can be time consuming. As for asking people for help, it’s not always clear who has the answer or if he is reachable in due time.
Quandora taps into the organization’s existing knowledge and brings context-relevant answers in the very tickets screen. Agents can browse and read related Q&As in Zendesk, and even perform searches of their own.
Using Quandora for Zendesk can help:
- Reduce response times;
- Lower the stress of searching for information;
- Ease the new agents on-boarding;
- Provide consistent service quality regardless of the stuff turnover.
For organizations using Quandora for internal knowledge sharing, enabling a gadget with related content from Quandora in their Zendesk tickets takes a couple of clicks. (And if you don’t use Quandora yet, you can sign up for a free trial at http://www.quandora.com)
- Install the app by clicking Install in the app directory listing of Quandora
- Use the Settings menu of the installed application to specify the Quandora domain to link your Zendesk tickets to. (This operation is only available to Zendesk administrators.)
- Now agents can see in their tickets screen a gadget displaying a list of related Q&As from Quandora. Questions can be browsed directly in Zendesk, or they can be opened in Quandora. Agents can search tickets using their own key words as well.
- Author: Quandora
- Support: Email
This is an app. It will install right into your Zendesk Support account.