Customer Self-Service Software Resources

Hi Yuktha, Light agents are available as an add-on for all other editions. You can add up to 50 light agents for free on the Enterprise edition. For more details, check out this - https://help.zoho.com/portal/en/kb/desk/for-administrators/user-access-and-security/articles/adding-users-as-light-agents

With MessageBird for Zoho Desk you can receive tickets from Zoho Desk in the form of messages from users. You can reply to the customers right from Zoho Desk, and they are delivered as messages to the user. For more details, check out - https://marketplace.zoho.com/app/desk/messagebird-desk-integration

Our first solution using WalkMe as our Digital Adoption Platform (DAP) provided guidance, insights, engagement, and automation in one seamless package for a large-scale software roll-out. *Guidance* We first deployed DAP in 2017 to assist in the roll-out of a new Salesforce-based quotation tool for our nearly 20,000 North American employee- and partner-sales users. Our company was replacing a 25-year-old mainframe system, and required a fresh approach to speed our users to competency on the new system. Largely replacing traditional training materials and methods, WalkMe's dynamic Walk-Thru guidance on-boarded new users quickly; provided an always up-to-date, streamlined, and universal training; and decreased task completion time by 50% because the training was being accomplished at the reality-moment in the flow of work. With DAP, this digital transformation was successful, de-risking the new digital landscape within 18 months across hundreds of business units and independent companies. *Insights* Although we de-risked the digital experience through DAP’s in-the-flow-of-work guidance and on-demand training, we discovered that - even after 18 months - there were many users, but very few adopters. While use of the new quotation system brought greater efficiencies to the newly-tech-empowered population, despite large roll-out campaigns, our users were slow to embrace all of the features and functionality this powerful system had to offer. Using WalkMe’s Insights, the we discovered two reasons why this was happening: #1: Users did not contextualize the laundry lists of updates and new features pop-ups were exposing them to (demonstration pictures and videos represented features that were not part of their reality at that moment), and #2: Users did not have the time or patience to keep learning new things (the pain of learning new places to click outweighed the incremental benefit of using the new features). Because of WalkMe Insights, for the first time in our training experience, we able to measure the success of training in real-time and make data-driven decisions to improve user adoption. With this in mind, we implemented a two-prong strategy for our DAP-based learning that stopped measuring success based on artifact views and began measuring based on feature usage. In other words, being tech-empowered became the benchmark of success, rather than simply producing training materials. To accomplish this goal, users needed to be engaged appropriately and the system needed greater automation. *Engagement* The first part of the strategy answered the lack of contextualization by addressing new features at the users’ “reality-moment” - the point of work. While DAP could deploy a number of training and marketing resources at any point in the users’ journey, calls to action were ineffective when away from the moment the user urgently needed the knowledge. For example, the day after a monthly system update was released, a pop-up would appear espousing the amazing benefits of the newly-created features for all users logging into the system. The users’ interaction with these brilliant pieces of information was consistent: they would close the pop-up without reading it. In fact, only 2% of users would take the time to click the pop-up to find out about the updates teased about on the screen. This information - much like reading a book or viewing a PDF - was out of context of users’ reality. Yes, users felt de-risked as they knew where to go for help, but their time at that moment was far too valuable to personalize and contextualize these representations of reality. we needed to present the information to the users when the training was immediately valuable - when the training could immediately be utilized in their reality. The solution was to deploy update and reminder messages targeted specifically when the users need them. Looking at the system release notes prior to an update’s deployment, we now identify specific screens and user actions (clicks or views) that would trigger the need for the user to be updated on new functionality. Through our DAP’s segmentation capabilities, we tailor all learning to be available at the specific moment the user needs it, causing the artifact open rate to jump from 2% of all users to 94% of the users in need, doubling adoption of new features. Surfacing need-to-know information at the point of work allows our users to immediately contextualize the value of the information being presented as it is now their reality. *Automation* The second part of our strategy built on the first’s delivery of “reality-moment” value. We addressed the pointlessness of users learning more, non-value-added clicks to embrace new features by eliminating the learning curve through automation. Fully committed to not just reducing the learning curve, but dismissing it, we went on a mission to eliminate all the “empty-clicks” needed to accomplish business functions but had no intrinsic value. As our team lead stated, “I want users to know more about their actual job, and training on the location of each of the five clicks on a Salesforce screen to complete an out-of-office notification has zero positive impact to the company. We started taking hard looks at our training and asking ourselves, ‘Why are we wanting users to memorize specific technology nuances rather than giving them time and tools to focus on their customers?’ Empty clicks add no value, so we are now focused on automating non-value-added system clicks so our users’ experience is one that just works.” Examples of our use of DAP's no-code automation include: -Reducing the manual steps needed to create a necessary list view for all Sales users in Salesforce went from 74 clicks down to 3 -Saving over 244 hours a month by automatically pasting job data from one part of the screen into the discussions field -Automatically clicking the "Done" button on several screens that save an average of $11,700 per month in employee time gained Beyond operational efficiencies, DAP automation like the ones listed above allow Learning and Development activities to move system training beyond "remember to click this button" to "this is how your system supports your job functions."