Jacada Ticket Guidance adds guidance and workflow within Zendesk to ensure efficient ticket routing and resolution
ATLANTA – Feb 4, 2015 – Jacada, Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, has announced availability of Jacada Ticket Guidance for the Zendesk customer service platform. The Jacada solution, now available in the Zendesk App Store, will enable Zendesk users to benefit from advancedTicket Guidance within their Zendesk session. Jacada Ticket Guidance for Zendesk ensures quick and efficient ticket resolution by providing support agents with real-time process guidance and dynamic next best action cues. Jacada Ticket Guidance embeds agent guidance and scripting directly within Zendesk for agent support both while opening and working on a ticket. Agents are guided step by step on the most efficient route to resolve complex tickets, resulting in a far more efficient work process and a marked increase in resolving the issue correctly the first time.
Jacada Ticket Guidance is easily installable directly from within the Zendesk App store. Subject matter experts can quickly use a graphical “drag and drop” environment to easily build flows to guide sales, support, and general customer service agents with the next best action to resolve, update or intelligently route the ticket. Changes can be made in real-time ensuring constant improvement of agent-customer interactions.
“Jacada Ticket Guidance for Zendesk will complete the state-of-the-art customer service platform of Zendesk by empowering agents to solve, update, and route complicated support tickets while also interacting naturally with the caller”, says Guy Yair, Co-Chief Executive Officer of Jacada. “The dynamic agent guidance and scripting increases agent productivity, lowers training time, and boosts customer satisfaction with first time ticket resolution.”
As mentioned in Zendesk’s blog, “Agents can walk customers through a call using an interactive guide, which helps resolve complex issues in the most efficient route. The app even tracks the steps taken during the interaction so that the next agent who looks at the ticket knows what’s already been done.”
To learn more about Jacada Ticket Guidance view the video here, or to install it into your Zendesk instance visit the apps page at Zendesk.
Jacada provides solutions that simplify and improve the effectiveness of customer interactions. Jacada’s mobile, customer, agent desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction, and provide a complete return on investment within the first year after deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at www.jacada.com.
A. Lee Judge
Marketing Programs Manager