Zendesk, a popular customer support platform, already offers several benefits for organizations, but what if I tell you there’s an even better way to supercharge your customer support? You can boost your business’s success with just one simple tool by making your customers happier.
Meet CustomGPT-powered chatbots, it’s like a friendly, super-smart assistant for your customer service team. It is highly customizable, you can make it work just the way you want. You can also easily add your custom chatbot to Zendesk for faster and more personalized customer support. It’s like having a team of helpful experts, ready to assist your customers 24/7.
In this blog let’s have a look step-by-step at how you can create and customize your personalized chatbot according to your website data, and embed it into the Zendesk website to enhance customer experience.
Let’s understand the steps with an example of an entrepreneur’s website Orbit MIT that is managed by entrepreneurs to serve an online presence for their business, promote their products and services, connect with customers, and engage with their target audience. Orbit MIT was able to successfully Embed a custom CustomGPT chatbot into Zendesk for customer support. Let’s have a look at how you can also do this with a few steps.
Step 1: Create your Custom Chatbot
The next step is to log in to your CustomGPT account. Create a new project by adding the website URL or sitemap.
By going into my agents, you can add URL or other integrations, and your chatbot will be customized according to your website data. Select “Zendesk Integration” to link your Zendesk Integration with CustomGPT.ai. You can integrate CustomGPT.ai with Zendesk by following these steps: How to Connect with Zendesk Help Center.
You can test your chatbot by asking it any related question and checking if the generated response is according to your website data. If it generates an accurate response then your chatbot is ready to embed into Zendesk for your website or customer support page.
I asked a question to the chatbot according to MIT orbit website data, and the generated response was accurate as shown in the image below.
This image shows the answer generated by the CustomGPT-powered chatbot
The next and final step of this process includes embedding your chatbot into Zendesk via the embed widget and Live chat features.
Step 2: Embed your chatbot into Zendesk
To embed your CustomGPT-powered chatbot into Zendesk to make it ready for customer support you need to go to your project settings and click on the sharing button.
After enabling ‘Live Chat’ the following HTML script will be visible to your CustomGPT interface.
Copy this HTML script to embed your chatbot into Zendesk. Now the next part of this final step is to place the HTML script provided by CustomGPT on the Zendesk custom page where you want your chatbot to appear.
To do this you need to follow these steps
- Log in to your Zendesk account. Go to the Help Centre, Within the guide theming editor you can customize the page using the HTML markup and Zendesk curly bars.
- In the Guide theme editor, click the Customize design icon in the sidebar.
- Choose the theme you want to edit and click on customize.
- At the bottom of the editor, you can see the Edit Code option. Click on it.
- Select a custom page by clicking on Add New.
- Enter the filename for your page. This name becomes part of the URL. Click Copy next to the URL field to save the URL to your clipboard. You’ll need it to add the link to other pages.
- Click Add Custom Page and a blank page will appear without content and is listed under the custom-pages section in the sidebar. You can create more custom pages in the same way and add your custom HTML code.
- I am using an Article page which is the default Zendesk page that already contains some HTML text. Now on the Article page, I added the live chat HTML script that was copied from CustomGPT.
In this image, the red box highlights the CustomGPT Live Chat HTML script
- Once you added the HTML script and clicked on the preview, you will be able to see the CustomGPT powered Chat Icon appear on the page which means your chatbot is ready to use.
- You can see how the widget appears on the screen. You can adjust the appearance of your chatbot by going into your project settings.
So that’s how you can put your custom chatbot live via the Live Chat feature.
You can see how I embed my chatbot into Zendesk via Live Chat and you can also embed it through the Embed widget feature of CustomGPT by following the same above steps.
Why add a CustomGPT-powered chatbot to Zendesk
Adding a custom chatbot to Zendesk has several benefits.
Improved Customer Support
A custom chatbot can assist customers with routine inquiries, providing quick and accurate responses. The overall customer support experience can be enhanced by reducing response times and increasing availability.
Efficient Ticketing
The custom chatbot can help create upcoming tickets when necessary by categorizing and prioritizing upcoming tickets. This makes sure that urgent issues are addressed promptly and streamlines ticket management.
Consistency
Chatbots generate responses that are consistent and standardized according to frequently asked questions, it ensures that customers receive the same level of service regardless of when they reach out.
Data Collection and Analysis
Through customer interactions, chatbots can gather their data and preferences. This data can be used to improve customer service strategies and tailor offerings to customer needs.
Integration
Zendesk offers numerous integrations with other tools and systems in its marketplace. A custom chatbot can be integrated seamlessly with your existing CRM, knowledge base, and other software, ensuring a unified support ecosystem.
Real-Time Analytics
Zendesk’s reporting and analytics capabilities can be enhanced with custom chatbot data, providing insights into customer behavior and allowing for data-driven decision-making.
Conclusion
It’s important to ensure, When adding a custom chatbot to Zendesk, that it is well-designed, trained with accurate information, and can be continuously monitored and improved by your customer’s feedback. Training your custom chatbot on new data and keeping it up-to-date for your customer’s satisfaction is very easy through the CustomGPT platform. A well-implemented chatbot can significantly enhance your customer support capabilities and contribute to overall business success.
