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Implementing a low code buyer assist answer powered by Zendesk and Azure Logic Apps


On this publish, we’re going to discover ways to implement buyer assist capabilities utilizing a minimal code method and counting on third celebration providers. There are a number of conditions by which you would possibly have to implement some buyer assist capabilities. Possibly you’re creating your personal product, or perhaps you’re working for a corporation that should enhance their operations.

With the arrival of COVID-19, e-commerce has turn out to be a significant concern for many companies. Having a superb buyer assist technique in place is a should today. On-line customers demand options like on-line stay chat or multi-channel communication and count on excessive responsiveness from on-line companies.

The pandemic has generated unprecedented ranges of uncertainty for enterprise and so they want to have the ability to adapt within the shortest time attainable. Because of this, we’re going to actually on third celebration providers and use a minimal code method. This permits us to dramatically scale back the time to market and growth value. Operational value can also be extremely versatile as a result of each Zendesk and Azure can adapt their choices and costs to our enterprise scale and wishes.

The very first thing we’re going to do is to go to https://www.zendesk.com/ and create an account. I cannot doc how to do that as a result of Zendesk could be very intuitive and it has superb documentation.

After creating the account, you may go to the settings web page and go to the channels part to search out out your assist electronic mail:

Zendesk support email

The format of this electronic mail deal with must be assist@yourcompany.zendesk.com. You have to to recollect this deal with as a result of we’re going to want it later.

We will then go to the widget part below the channels part to allow the contact kind and the net chat options:

Zendesk support widgets

If you happen to go to the settings it is possible for you to to search out the set up information:

Chat settings

All it is advisable to do is so as to add a script tag to your web site’s supply code:

<script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx"></script>

We’ve enabled the contact kind widget which is displayed when there are not any buyer assist brokers on-line:

Contact form

We’ve additionally enabled the stay chat widget which is displayed when buyer assist brokers are on-line:

Live chat

Slightly icon can be then displayed on the underside proper of your webpage. When a consumer clicks on the icon, the contact kind or the stay chat kind can be displayed.

Ideally, we wish to have a single level to handle all our buyer request. The request could have originated in our web site, our electronic mail or social media:

  • Internet: We at the moment are able to handle requests that originated on our web site.

  • E-mail: Managing electronic mail requests might be achieved by enabling electronic mail forwarding from considered one of your organization electronic mail addresses to your Zendesk electronic mail deal with.

  • Social media: You possibly can go to the channel settings in Zendesk to attach your social media accounts with Zendesk.

  • Telephone calls. Zendesk additionally permits you to handle telephone calls as buyer requests tickets. You possibly can study extra utilizing the Zendesk documentation.

Generally, the default Zendesk implementation could be sufficient to get began. Nevertheless, in my case, I wanted an extra customized contact kind:

React web form

I wanted this type to be extremely seen and the underside proper “assist” button didn’t have sufficient visibility for me. The webform was applied utilizing React and Formik.

I needed to ship the request that originated utilizing this type to Zendesk. The best answer could be to ship an electronic mail to the Zendesk assist electronic mail deal with. We have to implement an HTTP POST endpoint that takes the shape particulars as JSON and ship an electronic mail to the Zendesk assist electronic mail deal with. I needed to implement this with as little code as attainable and the very first thing that got here so my thoughts was to make use of an Azure operate.

Utilizing an Azure operate would require us to outline an HTTP set off and the code that sends the e-mail. We would wish to handle the permissions so our electronic mail server permits us to ship an electronic mail. This wasn’t a large job nevertheless it required me to avoid wasting the code in a repository, deploy it, and many others. It was an excessive amount of work for one thing so easy. I needed to discover a higher manner and that’s how I ended up utilizing Azure Logic Apps.

We will go to the Azure portal and create a brand new Azure Logic App, then use the designer to create the logic guidelines of our app. The very first thing that we have to do is to outline an HTTP set off for our HTTP POST request:

Logig App incoming HTTP request

You possibly can paste an instance of the physique of your request and the Logic App designer will mechanically translate it into the request schema.

Whenever you save your logic, Azure will generate an URL that you may invoke out of your app.

The second factor that we have to do is so as to add a step:

Login App adding a new step

We have to add a step that can return an HTTP response:

Logic App send response step

We then want so as to add a parallel step to ship an electronic mail. In my case I exploit Gmail however there are different integrations accessible.

Logic App send email step

We have to extract the information from the unique HTTP request so as to add it to the e-mail contents. We will do that utilizing an expression:

Logic App using expressions

We will use triggerBody() to entry the request physique and json(triggerBody()) to remodel it into JSON. We will then entry the properties within the request physique as follows json(triggerBody()).firm.

We will then save every part and two sources ought to have been created:

Azure resource group

We will then invoke the HTTP set off in our logic app by sending an HTTP request from the net app:

const response = await fetch(`INSERT_THE_TRIGGER_URL_HERE`, {
    technique: "POST",
    physique: JSON.stringify(values),
});
const json = response.json();

You possibly can then use the browser developer instruments to see if the request was profitable:

Dev Tools HTTP request

And at last, head to the Azure Logic App monitoring part to see if all of the steps labored as anticipated. The monitoring instruments with offering you with some particulars if one thing fails:

Logic App monitoring

If every part labored it is best to now have a brand new ticket in your Zendesk buyer assist dashboard:

Alt Text

The operational value of working this logic app is nearly zero and we will get began with Zendesk for simply $60 a 12 months. We will now ship an expert buyer assist expertise on a price range and in only a few hours!

As we will see Azure Logic apps might help us to resolve real-business wants with virtually no code. This permits us to maneuver sooner and adapt sooner in a time of unprecedented uncertainty.

 

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