WFH Tip 13: Keep your service desk organized and efficient with the Help Desk Zobot

Chatbots aren’t just for customers. They can provide useful support throughout a business, including your service desk. Help desks are responsible for quick resolution of immediate needs and technical issues of end users. They are the hub of your support and they handle tickets, speak to customers and resolve technical difficulties that your customers are facing. The Help Desk Zobot is here to support your stretched service desk. It increases efficiency by helping your operators with feature requests, demo scheduling and connecting visitors to the right operators.

Zobot Capabilities:

24/7 service availability: Visitors can come up with queries at all hours of the day. Staffing your support desk 24/7 to handle these issues, however, is usually not feasible for any organization. These issues must still be addressed because they reduce customer satisfaction. These Zobots can be used to handle monotonous tasks, and to automate common procedures like ticket creation and ticket updation. This frees up your support staff to focus on more complex tickets and resolve them quickly.
Live Chat Transfer: Your prospects can ask the bot to transfer their chats to one of the support representatives of your organization at any time. The Zobot provides an option to do so inside the chat window itself.
Schedules demos: The Zobot can get your visitors' details and preferred time slots and schedule product demos for them with operators of your organization using the Calendar widget.
Creates leads in CRM: When visitors request for a new feature, the Zobot captures the prospects' information like name and email address, and creates leads inside Zoho CRM
Creates and updates tickets in Desk: The Zobot also creates tickets for customers who are facing issues with any product/service and keeps them informed about the ticket status as well.

Bot flow:

How does this Zobot work?

When a visitor lands on the website and matches the trigger criteria, the bot will trigger a welcome message along with the main menu.
Once the bot receives a message from the website visitor, the message handler starts executing where visitors are reactively engaged. All questions from the visitor are handled in the Message Handler.
The combination of messages received from the website visitor will be analysed and stored in the code in the context handler, and the bot will respond to the visitors based on the question they receive from the available answers. The Context handler is also where all the necessary connections are created and invoked.

How to create this bot?

Navigate to Settings > Zobot > Create bot. Add a name, description, choose the website and preferred departments.
Set trigger criteria and enable business hours and operator handoff based on your requirements.
Now, copy the code and paste it inside each handler- Trigger, Message, and Context.
Save the script in all the handlers and then publish the bot and it will be ready to assist visitors on your website.

You can download the sample scripts here. Jump right into our Resources Section and learn more about the Zobot.

Happy Zoboting!

Regards,

Michelle.

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Topic Participants
Michelle Concetta Fernando

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