Press release July 4th, 2018
TeamViewer integrates with Zendesk Chat
Chat agents can now leverage remote support sessions on web, mobile and messaging to improve customer experiences
Tampa, FL, July 4, 2018– TeamViewer®, a leading global software provider for IoT, connectivity, monitoring, support and team collaboration, today announced that it has integrated with Zendesk Chat to provide remote support sessions on a wide variety of customer devices. Zendesk, Inc. is a company that develops software to help organisations build the best customer experiences.
Zendesk Chat is often used to provide technical support to customers. It’s a fast and effective way to offer help, and with TeamViewer directly integrated into Chat, agents can quickly switch from Chat to a remote assistance session — solving problems, whilst also reducing customer waiting times and boosting customer satisfaction.
• Create and join a support session directly from within Zendesk
• Insert session invite links within Zendesk Chat
• Customers securely connect with one simple click
• Remotely control desktop or mobile devices
• Transfer files to the device or receive files from the device
• Manage parallel remote sessions with multiple customers
“Customers expect to communicate and solve problems on the channel of their choice,” says Michelle Torres, Senior Manager, Apps Marketplace at Zendesk. “Secure remote assistance is an important tool for IT support and the TeamViewer integration with Zendesk Chat gives agents the ability to quickly solve complex customer problems, regardless of what device or channel they may be using.”
In a typical Zendesk Chat deployment, an organisation’s agents log into a dashboard and start chats with customers over web, mobile and messaging channels like Facebook Messenger and Twitter Direct Messages. Agents can now launch a TeamViewer remote assistance session easily by automatically inserting a service case link into the Chat widget. Once the customer clicks on the link, the agent can view a user’s screen or remotely control the device – depending on what is needed to solve the immediate issue. These connections are very secure, with end-to-end encryption, and all sessions are customer initiated with no software downloads required.
“Remote assistance is one more tool that agents can leverage to improve the customer experience,” says Constantin Falcoianu, director of business development at TeamViewer. “Zendesk is an important technology partner for TeamViewer and we are excited to expand our integration relationship to another important platform – Zendesk Chat.”
TeamViewer is already integrated with Zendesk Support, a web-based ticket system that offers an elegant solution for ticket management and help desk issues. Administrators can initiate remote support sessions from within the ticketing environment. Existing Zendesk customers can download the app within the Zendesk Apps Marketplace.
As a leading global remote connectivity platform, TeamViewer empowers users to connect anyone, anything, anywhere, anytime. The company offers secure remote access, support, control and collaboration capabilities for online endpoints of any kind and supports businesses of all sizes to tap into their full digital potential. TeamViewer has been activated on approximately 2 billion devices; up to 45 million devices are online at the same time. Founded in 2005 in Goeppingen, Germany, the company employs about 800 people in offices across Europe, the US, and Asia Pacific. For more information, go to www.teamviewer.com and follow us on social media.
TeamViewer Germany GmbH
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