How it works

How It Works

Your CX support team is ready to go in just a week

With our already-established community of 6,000 CX experts, instant integrations, and personalized onboarding support, we make it easy for you from day 1.

Sync your social media and help desk channels, instantly (10 minutes)

Connect your existing social and help desk channels using basic login information - no developer support or credit cards needed. This lets our BrandScript tech scan through the previous responses on your channels to learn your brand's unique voice and policies.

FAQ

What are the steps to integrate my help desk and social channels?

  1. Create your free account here
  2. Select a channel you’d like to connect, and log in with your existing account information. Repeat this process with your additional channels until everything is connected.
  3. Schedule your onboarding call. That’s it! We’ll take it from here.

Do I need to replace my existing help desks to use Chatdesk?

No, Chatdesk works seamlessly alongside your existing help desks. In just a few clicks, Chatdesk syncs with Zendesk, Gorgias, Facebook, Instagram, TikTok, and more.

Which channels can I connect Chatdesk to?

We integrate with most social platforms including TikTok, Facebook, Instagram, and Twitter. For your email, chat, and SMS channels, we integrate with popular help desk platforms like Zendesk, Gorgias, Front, Freshdesk, and more. See the full list of integrations here.

We meet and get to know your coverage needs (1 hour)

You’ll be matched with a Client Success Manager (CSM) who will oversee your account. Through an onboarding call with them, you’ll align on your unique brand guidelines and coverage needs.

FAQ

Who is my Client Success Manager?

Your Client Success Manager (CSM) is your go-to person for everything related to your account, including your experts. They can help answer questions related to billing, your experts, and more.

What happens in the onboarding call with my CSM?

Through an onboarding call, you’ll discuss the following with your CSM:

Do I need to prepare anything for my onboarding call?

Nope, just sit back and relax. Your CSM takes care of everything for you.

We find and train your CX experts (3-5 days)

Leveraging our community of over 6,000 experts, your Client Success Manager identifies passionate fans of your brand and, after rigorous training on your brand guidelines, transforms them into your team of CX experts.

FAQ

How do you train your CX experts?

CX experts undergo a rigorous training process and testing by the Chatdesk Center for Excellence team. In order to begin service on your account, they need to first pass with high scores.

After being vetted, your CX experts work to ensure each customer interaction is as personal as possible, while the tech-enabled support of our BrandScript system helps ensure their responses match your exact brand voice from day one.

Who are my CX experts?

They’re US-based people who already love your brand or are experts in your industry, working on your behalf to make sure your customers are supported and satisfied at every step.

Chatdesk actively identifies passionate fans of your company or industry and trains them to respond with your brand’s exact voice and policies. The result is perfectly on-brand, personalized responses across your social and support channels.

What is BrandScript Tech?

BrandScript Tech is our proprietary machine learning technology that provides pre-written responses for our experts to personalize. It analyzes your previous support messages to create an ever-evolving, on-brand knowledge base. This helps ensure fast responses that are on-brand, highly personalized.

Go live

Once your Client Success Manager has finished training your Experts, they’ll select the experts with the highest passing scores and let you know your CX team is ready. Then with your green light, you’re live.

FAQ

What type of messages and support needs can you resolve?

CX experts can support your customers at every step, answering almost all of their pre-order and post-order questions.

We frequently resolve pre-order queries like:

We frequently resolve post-order queries like:

We’re here for you post-launch too.

Your Client Success Manager will check in with you on a regular basis to ensure everything is running smoothly.

FAQ

How do I communicate with my Chatdesk team to share feedback and updates?

You’ll have bi-weekly scheduled meetings with your Client Success Manager, and can reach out at any time through Slack or email.

How does the Chatdesk team know which tickets to work on?

Your Client Success Manager is there to make sure you’re getting exactly the kind of support you need. Your CX experts will have visibility into all your tickets but will only address the questions and comments you specifically want prioritized.

How do you handle security and privacy?

Our SOC 2 compliant software means everything we do meets and exceeds industry security standards. With Google DLP, all customer information is instantly redacted, so everyone stays safe and secure - automatically.

Get a free quote.

Schedule a quick demo with our sales team.