User journey example

Here is a step-by-step example of the journey a shopper may take from opening a Virtual Shopping chat to starting a conversation with your Customer Service team:

Step 1: the shopper selects the 'Customer Service' option from the Needs Selector in the Plugin ​ ​

Step 2: The Zendesk Customer Service form appears within the Virtual Shopping online chat. The shopper must submit their name and email address before they can begin a chat with Customer Service teams.

Step 3: Your Zendesk Customer Service Team selector is shown

Step 4: The shopper selects the most relevant Customer Service team for their enquiry

Step 5: If the Customer Service team is currently busy, the shopper may be held in a queue. The Shopper is informed of their position in the queue.

Step 6: The shopper is informed when a Customer Service agent joins the chat

Step 7: When the chat reaches its natural conclusion, the Customer Service agent ends the chat. At this stage, the shopper can rate the chat and click on the ‘back to previous chat’ button to begin a new chat if they wish

Step 8: on clicking the 'back to previous chat' button, the shopper is presented with the Needs Selector menu where they can select a Need to begin a new chat

Step 9: After a Customer Service chat has ended, the shopper receives an email containing the transcript of the conversation for their personal records

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Watch an example user journey