Higher Logic Vanilla Announces Expanded Integrations with Zendesk to Enhance Customer-Centric Support Experience
2024年7月18日 - 11:00PM
ビジネスワイヤ(英語)
Expanded Zendesk integrations underscore Higher Logic Vanilla’s
commitment to improving the support capabilities of B2B and B2C
organizations by enabling faster resolutions, self-service options,
and personalized assistance.
Higher Logic, the leading community engagement company,
announced enhanced integrations between Higher Logic Vanilla
(Vanilla) and Zendesk, Inc. to deliver a more responsive and
customer-centric support experience.
With these advanced integrations, Higher Logic Vanilla customers
can streamline their support processes, resulting in faster issue
resolution, improved escalation management, and reduced ticket
volumes.
Key features of the integration include:
- Cross-platform search and SSO: Enhance the search
capabilities in Vanilla communities by integrating content from one
or more Zendesk Guides. Users can access relevant information from
both platforms in one search, with results organized in separate
tabs. The Zendesk-Vanilla Single Sign-On (SSO) enables seamless
navigation between community discussions and private Zendesk
support tickets.
- Community management dashboard and one-click ticket
creation: Manage all community posts from a single dashboard.
Admins can assign posts to moderators or escalate them to Zendesk
with a single click.
- Automated escalation workflows: Automatically escalate
posts to Zendesk based on specific criteria like keywords,
inactivity, or user sentiment. Improve accuracy by combining
sentiment analysis with keyword filtering to monitor the sentiment
of specific keywords within posts.
- Post-to-article creator: Convert helpful community
posts into Zendesk knowledge base articles.
- AI-suggested answers: Reduce support tickets with
Vanilla’s AI assistant, which proactively suggests relevant content
from community discussions and the Zendesk knowledge base. Users
can accept these answers as solutions, making them visible to the
entire community.
- Two-way sync: Monitor support ticket statuses across
both platforms. Updates in Zendesk, such as ticket status changes,
are automatically reflected in the Vanilla community. Zendesk
agents can include #communityreply to respond to community posts
directly from Zendesk.
“This integration gives our customers a real edge by
streamlining support processes,” said Paul Schneider, Executive
Vice President, Higher Logic Vanilla. “With features like automated
escalation workflows and AI-suggested answers, issues get resolved
faster and ticket volumes drop. This means companies can
concentrate on growing while still delivering top-notch customer
support.”
For more information on Higher Logic Vanilla, visit
vanilla.higherlogic.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20240718826686/en/
Megan Langley mlangley@higherlogic.com