The Discord gaming group boasts 150 million members and 46 million energetic month-to-month customers, who spend their days chatting about video games, discovering individuals to play with and searching for recommendation on methods to resolve points. Up till now, recreation publishers have needed to monitor public discussions searching for individuals who need assistance or relied on professional customers to help them, however that’s about to alter with Zendesk’s new Discord assist bot.
Zendesk VP of product and platform, Luke Behnke, says they rely a good variety of gaming firms as prospects, and so they have been searching for a solution to have extra direct communication with Discord customers proper the place they play. With the Zendesk-Discord integration, customers can request assist by typing /assist, after which the character of the issue. This prompts the Zendesk bot and triggers the creation of a assist ticket, paving the way in which for a customer support rep to work straight with an individual having a difficulty.
Prior to this, the one approach that the sport publishers may use Zendesk to generate assist tickets was via the standard sources like e-mail, texts or telephone calls, which required their customers to go away the movement of the sport. This integration permits the publishers to let the purchasers come to them for assist with out leaving the group.
Behnke says his firm has been speaking to Discord, whose members generate greater than 530 million messages a day, about creating an integration that may work for his or her customers. “We worked with Discord on this and they have been testing it internally and giving us feedback,” he mentioned.
Of course, it requires individuals know that you simply kind /assist to activate it, however Behnke believes that if the mixing works nicely, phrase will get round that it is a helpful solution to get assist straight from the writer with out leaving Discord. He says his firm sees this as a novel method to customer support, one which the gaming publishers, who are usually progressive, are significantly open to.
Future updates may embody the power to push messages to the group similar to data on an outage, or for the bot to reply frequent questions with out accessing a human CSR. For now, this integration is in early launch. The firm continues to be understanding the kinks with publishers, however they hope to get it into full manufacturing by the top of the yr.