On-Demand: Zendesk Messaging for Agents

On-Demand: Zendesk Messaging for Agents

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About this course

  Video (11 min)

 

  Reading (26 min)

 

  Hands-on activity (5 min)

 


Description 

Use messaging to serve customer conversations in real time or at the customer's convenience 

 

Audience 

Agents who are new to Zendesk

Recommended Pre-requisites 

On-Demand: Get to know Zendesk basics


 

Instructional Designer

 

Photo of the instructional designer Anabelle Acevedo de Jesus

SAM PAROLA

Instructional Designer for Zendesk Chat and messaging

Curriculum42 min

  • Get to know messaging
  • Messaging overview 2 min
  • Messaging workflow 3 min
  • Demo: Experience messaging as a customer via the Web Widget 2 min
  • Navigate messaging in Agent Workspace
  • Configure your agent profile in the Chat Dashboard 2 min
  • Messaging in Agent Workspace 5 min
  • Demo: Explore areas of the messaging interface in the Agent Workspace 2 min
  • Use messaging to serve customer conversations
  • Accept incoming customer conversations 4 min
  • Serve customer conversations 4 min
  • Hands-On Activity 5 min
  • Switch conversation to another channel 2 min
  • Demo: Respond to a customer in real time 3 min
  • Use social messaging to respond to your customers
  • Social messaging overview 2 min
  • Demo: Experience social messaging as an end user 1 min
  • Demo: Handle social messaging conversations 3 min
  • Wrap up
  • Summary 1 min
  • Key terms 1 min
  • Post-session survey

About this course

  Video (11 min)

 

  Reading (26 min)

 

  Hands-on activity (5 min)

 


Description 

Use messaging to serve customer conversations in real time or at the customer's convenience 

 

Audience 

Agents who are new to Zendesk

Recommended Pre-requisites 

On-Demand: Get to know Zendesk basics


 

Instructional Designer

 

Photo of the instructional designer Anabelle Acevedo de Jesus

SAM PAROLA

Instructional Designer for Zendesk Chat and messaging

Curriculum42 min

  • Get to know messaging
  • Messaging overview 2 min
  • Messaging workflow 3 min
  • Demo: Experience messaging as a customer via the Web Widget 2 min
  • Navigate messaging in Agent Workspace
  • Configure your agent profile in the Chat Dashboard 2 min
  • Messaging in Agent Workspace 5 min
  • Demo: Explore areas of the messaging interface in the Agent Workspace 2 min
  • Use messaging to serve customer conversations
  • Accept incoming customer conversations 4 min
  • Serve customer conversations 4 min
  • Hands-On Activity 5 min
  • Switch conversation to another channel 2 min
  • Demo: Respond to a customer in real time 3 min
  • Use social messaging to respond to your customers
  • Social messaging overview 2 min
  • Demo: Experience social messaging as an end user 1 min
  • Demo: Handle social messaging conversations 3 min
  • Wrap up
  • Summary 1 min
  • Key terms 1 min
  • Post-session survey