Tag Archives: support script

Zendesk Agent Scripting App – Version 6

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Zendesk continues to surge in popularity, and we’re finding that a lot of our customers are using it, especially for Call Center agent scripts.  Over the past weeks, we’ve had a lot of great conversations with our clients using Zendesk, and have come up with a big update to our Agent Scripting solution!

Update: Watch this 3 minute video to see the Zendesk Agent Scripting App in action:

Here’s an example of what you’ll see in the right side of Zendesk when opening a ticket.

New and Notable in Version 6:

    • We’ve included Agent Feedback (the orange chat bubble) – now, an agent can send notes to the Authors of the tree from any node – this feedback loop helps authors continually improve the tree scripts.

 

    • You can now have multiple scripts run from within the app.  First, you’ll need to set up Zendesk Brands. When a ticket is opened or the brand changes, the app locates a tree associated with that brand (h/t Dave T).

 

    • There is no more custom field needed – this was causing an extra “Zingtree Agent Scripting” field to appear in mobile ticket forms (h/t Emanuela).

 

  • All the latest publishing features are present in the app, including Scoring nodes.


Installing the Zendesk Agent Scripting App:

  1. Download the app from here.
  2. In your Zendesk Admin, go to Apps, Manage, and click Upload Private App.
  3. Enter a name for the App, like “Agent Scripting.”
  4. Click Choose File, and locate the file you downloaded in step 1.
  5. Click the Upload button.
  6. The App Settings screen will appear.
  7. Enter the Tree ID of the script you want to appear by default.
  8. If you want the tree to display in Panels style, check Display in Panel style. Otherwise, the tree will display in Buttons style.
  9. Optional: To take advantage of having the Agent Scripting App choose a tree according to brand, check Open script based upon Brand. Then, enter your API Key located in Zingtree, under Account, Organizations and Billing at the bottom of the page.
  10. Click Install.

Making Trees Trigger According to Zendesk Brand:

Using Zingtree’s Tree Tags, your App can select the tree that corresponds to the current Brand in use on a Zendesk ticket. Switching Brands will also switch the tree script displayed. Here’s how to set this up:

  1. In Zendesk Admin, go to Manage Brands, and locate the subdomain of the brand.  For example,  if the brand is listed as myproduct.zendesk.com, the subdomain is myproduct.
  2. In Zingtree, go to the Settings tool for your tree, and add the Zendesk subdomain as a Tree Tag.

Bonus: Insert Agent Name into Your Script

Many call center scripts start with something like “Hello, this is ______” .  You can automatically insert the name of the agent into your script simply by adding #agent# anywhere you want the agent name to appear.

Any questions? Please reach out to us any time!

4 Reasons Why Call Center Scripts are the Key to Surviving the Holidays

While many associate the term “Black Friday” with the official start to the holidays, it actually refers to that time of year when many retailers see their profits go from “being in the red” to “being in the black.” Within the contact center world, only two seasons exist: pre-holidays and post-holidays. Fortunately for these centers, much of the chaos surrounding temporary agents can be minimized with personnel training and a good scripting solution.

For many organizations, this is the time of year when new relationships can be forged, giving scripts an important role in the overall customer experience. The holidays are the perfect time to show potential and returning customers the breadth of your product line, and even increase sales. Here are some of the ways that a call center scripting solution can enhance the customer’s experience (even when relying on less-trained, temporary agents):

Consistency

All of the reasons why customers may call into your contact center can be tracked and monitored, and therefore specific scripts can be created so that customers will have a similar experience, regardless of the agent who takes the call.

Natural flow

Organized like a flow chart, scripts prompt agents to probe deeper or ask new questions depending on the answers given. This allows for a more natural flow of conversation where the customer feels they are being heard, rather than an agent reading off a linear script, which can come off as not only robotic, but disrespectful.

Train agents faster

Scripts, especially for temporary staff, can help call center agents deliver better experiences with less training involved. These scripts are in no way a replacement for training, but they do provide increased flexibility, especially during the holidays.

Improve customer experience & KPIs

Scripts that incorporate best practices from top performing agents can positively impact Key Performance Indicators (KPIs). By standardizing best practices within your call center through scripts, poorer performing agents and temps can more quickly, improve their performance, and deliver more consistent customer service.

There are a number of ways that contact centers can prepare for the upcoming season, from cloud-based workforce management software and scheduling solutions to scripting. When these scripts are done right, most customers won’t even realize the agent is being guided. And, with strategic planning that starts well in advance of the holidays, there is no reason that contact centers can’t easily handle the increased hustle and bustle!

This article was written by Tamara Irminger of MHI Global. Are you interested in submitting a guest blog post? Please contact us!