Focus on the customer-facing side of messaging with customization tips and troubleshooting advice. This section ensures customers have a smooth, branded experience, helping you enhance engagement and resolve issues effortlessly.
Q: How can I help customers troubleshoot if they encounter messaging issues?
A: Ensure you have other channels available which customers can contact you via in the event the messaging widget is not working correctly for them.
Q: Is it possible to track customer satisfaction directly through messaging?
A: Yes you can by utilising the CSAT feature and ensuring the automation is activated for the messaging channel.
- About the CSAT (customer satisfaction) user experience for email and messaging
- Sending a CSAT survey to your customers
- Recipe: Sending a CSAT survey when a messaging session ends
Q: How does Zendesk handle Messaging requests received after-hours according to the set schedule?
A: The conversation ticket is still generated like normal, and will be waiting for the agents to respond when they are back online next.
Q: Can end-users create/initiate multiple conversations inside the Messaging widget?
A: Yes! You can now allow customers to do this with the multi-conversation feature.
- Understanding multi-conversations for messaging
- Allowing multiple messaging conversions for more information.
Q: Does messaging work on mobile devices?
A: Yes. You also need to make sure the setting for this is activated.
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Configuring the name and appearance of the Web Widget
- Refer to step 7 under subtitle - Configuring the widget launcher