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Zight's Innovative Updates to Ease Customer Support Workflows

In a recent announcement, Zight, the AI-driven visual communication platform, revealed crucial enhancements aimed at streamlining customer support workflows. These upgrades are designed to facilitate swifter issue resolution and boost team productivity, addressing the growing demand for efficient communication in a fast-paced work environment.

Key Updates and Features

Zight's latest updates encompass several impactful features:
1. Request Video Data Logs
2. Integration Marketplace
3. Enhanced Zendesk Integration

1. Request Video Data Logs
Zight has refined its Request Video function, enabling users to share screen recordings effortlessly without needing an account or application installation. Each video submission now comes with crucial session-level technical logs. This information includes browser versions, operating systems, screen sizes, network conditions, and developer console outputs. With these detailed insights, support teams can promptly replicate and troubleshoot complex issues without the usual back-and-forth communication.

2. Integration Marketplace
One of the standout features introduced is the new Integration Marketplace that facilitates smoother connectivity with popular tools such as Salesforce, Google Drive, Confluence, and, of course, Zendesk. With this addition, Zight users can seamlessly integrate their video content into existing workflows through Webhooks and automations, minimizing the need for tedious manual data transfers. This integration allows for easy backup of videos and screenshots, as well as improved tracking of customer engagement data directly within their CRM systems.

3. Enhanced Zendesk Integration
To further empower support teams, Zight has improved its integration with Zendesk, making it simpler than ever to collect and respond to customer feedback using video. Agents can now request screen recordings directly from a Zendesk ticket, allowing customers to visually demonstrate the issues they face instead of relying on written explanations.

The Benefits of These Enhancements

These updates bring several advantages to organizations relying on Zight for support workflows:

• - Efficiency: With the integration of session-level logs, support teams can quickly diagnose and resolve customer issues without unnecessary delays.
• - Transparency: The detailed video data logs diminish ambiguity, providing context that helps teams understand the customer's viewpoint more effectively.
• - Improved Collaboration: By enabling teams to embed visual responses directly into Zendesk tickets, communication becomes clearer and collaborative efforts are significantly enhanced.

Scott Smith, CEO of Zight, articulated the company's commitment to enhancing usability within various work environments: “These updates are all about making Zight more handy in the flow of work. Support and success teams can get the context they need upfront while operations and engineering teams can effortlessly connect Zight to the tools they use daily.”

Phin Hochart, Head of Product at Zight, echoed similar sentiments, emphasizing the positive feedback from users adopting these video workflows. He pointed out the transformative power of visual context in customer support interactions, saying, “Seeing what a customer sees saves time, removes guesswork, and establishes a more human connection in every interaction.