Using Messaging triggers: Customer Wait Time & Messaging CSAT
Zendesk’s new Messaging triggers enable automations similar to email tickets. You can notify customers of wait times, request CSAT feedback, or let them close a conversation. These triggers enhance the customer experience by allowing more customized interactions within Messaging.
When working with Tickets in Zendesk you can use triggers to automate interactions with customers. You can send out a confirmation email when a ticket is received, you can send out reminders for pending tickets, or ask the customer for CSAT via an automation.
Doing the same for Messaging tickets however is tricky. Not every action you're used to do for email tickets can be replicated with the regular Zendesk triggers.
Back when Zendesk offered Zendesk Chat, you had a specific section to create triggers for chat conversations. You could do things like send a welcome message, remind customers of a lack of replies and so on.
After the migration to Messaging a lot of these capabilities were lost, and it's only with the recent release of Messaging triggers that you can now recreate a lot of these flows again.
This article will give show a few flows that you can built with these triggers.
Showing customers their Wait Time
Thanks to a recent release Zendesk now makes it possible to tell customers their estimated waiting time when they want to talk to Agent. This way customers know what to expect and don't get frustrated by an unknown waiting time.
