Cohere integrates screen sharing and visual guidance capabilities directly into Zendesk, allowing agents to view customer website sessions in the sidebar and assist by drawing annotations or taking remote control of the webpage. This enables support and sales agents to provide real-time visual guidance to customers without requiring downloads or tab switching, improving resolution times for complex issues across web, chat, and phone channels.
Vendor Description
Companies use Cohere to instantly engage with customers on their digital properties by visually guiding them on their screen, even over audio or text channels like phone or chat. If customers need help with support or sales, agents can jump in and visually guide them by either drawing or taking control of their screen.
Cohere's app for Zendesk allows you to see all of your ticket/chat requesters' active sessions on your website in the sidebar of your Zendesk dashboard. All you need to do to see their screen and visually guide them is click into a session in the sidebar — no downloads or switching tabs required!
Features:
- See a list of your user's open pages directly in the Zendesk Support or Chat sidebar
- View a livestream of what they're doing with just one click
- Guide them by either drawing or taking control of their webpage, once they've given you permission.
Installation
To set up the Cohere integration for Zendesk, you must be an admin in your Cohere team.
The following instructions will detail how to set up the integration.
- Install the Cohere app in the Zendesk marketplace
- When prompted for a Token, visit https://cohere.io/zendesk
- Click Generate Token to generate a new token.
- Copy the token by clicking the copy icon to the right of the token value
- Return to the Zendesk app installation page and paste the token in.
It's that simple. Once integrated, Zendesk will automatically start fetching your users' sessions and displaying them in the Ticket or Chat window sidebar, like shown below:
All you need to do then is click a session you're interested in viewing. A modal will pop up giving you full access to Cohere, right in your Zendesk dashboard.
If you have any questions, email us at [email protected].
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