How shoppers start a Zendesk chat
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Shoppers can start a chat with Zendesk Customer Service teams from within a Virtual Shopping chat in 2 ways: via the Needs Selector or by being transferred by an expert using the store app.
When a shopper is shown the Needs Selector in an online chat, they can select the ‘Customer Service’ option to start a dialogue with a Zendesk Customer Service team.
Review a common user journey here:
The in-app transfer menu makes it possible for experts to divert shoppers to Zendesk Customer Service teams. This menu is available once your Zendesk integration has been switched on and the Virtual team has switched on the ‘transfer menu’.
Experts can then select 'Redirect to Customer Services' from the transfer menu to pass shoppers over to your Customer Service team.
