Notification system and contextual help on Zendesk Web Widget to improve Provet Cloud customer support experience

Abstract

This study aimed to enhance the user experience within the Provet Cloud platform by improving its contextual help capabilities and integrating a custom notification system. To achieve these objectives, two significant actions were taken. First, endpoints in both Provet Cloud and Provet Hub were established to enable the reception of incoming data originating from Zendesk. This data was then stored in the Provet Cloud database for further use and reference. Second, the contextual help feature was activated within the Zendesk Web Widget, allowing relevant articles to be displayed to users while they navigate the Provet Cloud interface. In summary, this study successfully achieved its primary goals, resulting in an improved user experience within Provet Cloud. This enhancement is characterized by the integration of contextual help and the implementation of a custom notification system. The research yielded positive outcomes, including a notable five percent increase in support article views and reduced communication latency between Provet Cloud support agents and customers.