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Extending Capabilities of Video Chat Embeds with our Zendesk Integration

This article was updated on July 13, 2021

If you’re a customer service representative, you know how, in many instances, explaining something over video to a customer provides a more efficient and satisfactory experience. This same sentiment applies for customers, too. In fact, according to the results of the inaugural TokBox Live Video Maturity Study, 53 percent of those surveyed have either used or are likely to use live video to speak with customer service representatives from major brands.

For many customer service reps, they turn to Zendesk to enable support for their customers. Today, we’re excited to introduce a TokBox integration built on Zendesk, Inc.’s leading cloud-based customer service platform. This is the first interactive live video integration for Zendesk Chat, and is also integrated with Zendesk Support. This is our first third party marketplace integration, as we continue to expand our Video Chat Embeds offering and make it easier to users to integrate live video into their services. Overall, this integration will allow Zendesk users to improve engagement with their customers through the power of live video.

How does it work?

Zendesk customers can access the TokBox app integration on the Zendesk Apps Marketplace, an extensive third-party marketplace with over 600 apps available to install. The TokBox integration provides Zendesk customers with the ability to escalate live text chats to live video instantly, without leaving the Zendesk environment. Customer service agents can also use screen sharing through the TokBox application for Zendesk to empower a see-what-I-see use case, enabling an engaging customer support experience.

If you’re a Zendesk customer, you can download the TokBox app for Zendesk Support or the TokBox app for Zendesk Chat – available today for free.

Customer satisfaction goes up, resolution times go down  

After a TokBox financial services customer implemented live video into their app to streamline customer service, they immediately began to see the benefits – both for their business objectives and for their customers. This customer was previously relying on phone customer support to troubleshoot client issues. When the financial services company was responding to customers over the phone, their average call time was 14 minutes. After they implemented live video into their service, the average call time reduced significantly to 5 minutes. Through using live video, they were able provide faster customer service by quickly narrowing down on issues while improving customer satisfaction scores.

Expanding the capabilities of Video Chat Embeds

A few years ago, a survey by Genesys asked more than 9,000 consumers about what mattered to them most when it came to interacting with companies. 40% of them said “better human service.” Additionally, in the last year, 67% of customers have hung up the phone out of frustration they could not talk to a real person.

Customers are undoubtedly demanding faster, more reliable service across finance, healthcare, education and insurance industries. With this growth, we’ll continue to expand the capabilities of our Video Chat Embeds product to integrate with additional valuable platforms like Zendesk if effort to support our customers (and their customers), building on customer satisfaction and efficiency.

Getting Started is Easy

Here’s how you can get started with the Zendesk Integration Chat or Support for TokBox:

  1. Sign up for a TokBox free trial account (or login to your current TokBox account if you already have one)
  2. Visit your Account Dashboard
  3. Create a new project (or visit an existing project if you have one)
  4. Choose Standard API (not Embed)
  5. Find the API Key and Secret at the top of your Project overview page and copy each one
  6. Paste into Zendesk integration
  7. Integration is complete – you can see the app on the side panel of Zendesk to create a meeting

If you have any questions or want to learn more about our Zendesk integration, please contact us.

Written by Vonage Staff


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