Request Video Documentation / Request Video Feature

The Request Video feature is a powerful addition to any customer support toolkit, enabling faster, clearer communication and issue resolution. By simplifying the process of collecting detailed customer feedback, it significantly enhances the support experience for both agents and customers.

Available as a beta, contact us for access (free while in beta).

Key Benefits:

Streamlined Communication:

• Reduces the back-and-forth typically required to understand customer issues.
• Allows customers to visually demonstrate their problems, leading to quicker problem identification and resolution.
• The feature supports integration with customer ticket IDs from platforms like Intercom and Zendesk, ensuring seamless data correlation.

Easy-to-Use Interface:

• Customers receive a simple URL link that directs them to a recording interface.
• The recording process is straightforward, requiring minimal technical expertise from the customer.

Flexible Recording Options:

• Customers can choose to record their full screen or a specific area, and optionally include a webcam view.
• This flexibility allows for a more comprehensive demonstration of the issues faced.

Efficient Feedback Mechanism:

• Once the recording is completed, customers can preview and save their video, which is then automatically sent to the support agent.
• Agents receive notifications in their CRM and can view videos directly on the Zight dashboard.

Versatile Use Cases:

• Besides troubleshooting, the feature can be used to collect customer testimonials and other valuable feedback.
• Options to disable the link or change expiration settings provide control over the video request process.

Step-by-Step Guide to Using the Request Video Feature on Zight

• Access the Zight Dashboard:
• 1. Navigate to your Zight dashboard.
  2. In the top right corner, find the “Request Video” feature.

• Initiate a Request Video Link:
  1. Click on “Request Video.”
  2. (Optional) Add a specific message for the customer (e.g., “Please record your interface” or “Ensure your email is visible”).
  3. (Optional) If applicable, include a custom ID linked to the customer ticket from platforms like Intercom or Zendesk.
  4. Click “Create Request Link.”

• Share the Request Link:
  1. Once the link is created, decide whether to edit the URL.
  2. Send the link to the customer, instructing them to record a video with the necessary steps.

• Customer’s Recording Process:
  1. The customer clicks the link and arrives at a page with a big blue button to start recording.
  2. They accept the recording permission once.
  3. Click “Record Screen” and select the area to record (full screen or a specific section).
  4. If the customer chooses, they can use their webcam to add a face recording.
  5. Once the customer finishes the recording, they click “Finish Recording.”
  6. They preview the recording and click “Save.”

• Receive the Video:
  1. You, the support agent, will receive a notification in the CRM (ex: Zendesk) that a new video has been added.
  2. Follow these instructions to setup a webhook to your CRM: What is a Webhook and how to use it?

• • The video will also appear in your Zight dashboard, under “Request Links”.

• Utilize the Video:
  1. Watch the video to understand the customer’s issue or gather testimonials.
  2. An AI summary of the video content will be available for quick reference.

• Manage the Request Link:
  1. You can disable the link or change its expiration settings as needed.

For any further assistance or if you are interested in early access to new features, feel free to reach out to your Zight representative!