Connect and Care

Overview

This integration helps improve CSAT, reduce costs related to WISMO or WISMR, and build brand confidence.

• Order details and real-time statuses of outbound and return shipments are surfaced for agents in-app.
• Agents may help customers with return requests on eligible items within an order (requires Narvar Returns).
• Consumers may contact support from a Narvar Track page, which deflects calls and shortens resolution time.

Installing Connect and Care

• Use this link to install Narvar Connect and Care from the Zendesk Marketplace.

Activating Agent Experience

• Once installed, Login to your Hub account, open the menu on the left, select Partnerships, then click Zendesk.
• Under Tokens click Add Token.

• Once you've added the token, copy the Retailer Moniker and OrderAuth Key and paste these details into the Zendesk Marketplace app details for Connect and Care.
• Under Settings, enter your Zendesk Host select Save — this should be in the form of brandname.zendesk.com.
• Click OAUTH to provide your Zendesk Credentials; you’ll be asked to provide your Zendesk Administrative email and password to grant access.

• Once complete, the page should look like the image below.

• Copy the Retailer Moniker and OrderAuth Key and paste these details into the Zendesk Marketplace app details for Connect and Care.

• Finally, navigate to Tickets, open your App Drawer, and enter a valid order number to see details.

Connecting with consumers

To begin connecting with consumers, sign into Narvar Hub, open the menu on the left, select Track, and click Experiences and follow the steps below. 

• From the Experience page choose the experience you wish to edit and click Edit Content & Layout.
• Once on the Experience Editor, click on the Help Pill to open the Settings panel to the right of the page.
• Select Web Widget Classic to surface knowledge base articles and to let consumers provide contact details if further support is needed; a support ticket is created in Zendesk.

• Select Support Chat to offer immediate resolution from live agents or your automated chatbot if your agents are offline.
• Follow the steps in the linked articles.