Pathlight + Zendesk

Manage Your Team Performance Like Never Before

Don’t be limited by standard Zendesk reports, tedious spreadsheets, and disjointed performance management tools. 

Consolidate performance metrics, goals, coaching, quality management, and workforce optimization to level up your Zendesk team’s productivity with Pathlight.

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Pathlight + Zendesk = Customer Service Success

Connect Zendesk with Pathlight to fuel performance, supercharge coaching, improve agent experience, and drive business outcomes.
Consolidate performance metrics, goals, coaching, quality management, and workforce optimization to level up your Zendesk team’s productivity with Pathlight.

Pathlight logo.

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Jonathan William
CEO & Founder at MeUndies
18x roi
in One Year

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Jonathan William
CEO & Founder at MeUndies
18x roi
in One Year
Amber Aslanian

"After rolling out Pathlight to over 1,000 advocates who provide 24/7 support worldwide, we've seen our CSAT scores improve in just two months. It is an absolute must-have for customer experience teams worldwide."

Amber Aslanian
Head of CX Operations
Zendesk Customer
Ben Segal

“I felt that if we're going to try to improve our core CX metrics, it would start with transparency in the data—after all, agents need to know how they’re doing before we can ask them to improve."

Ben Segal
Senior Director of Customer Support
Zendesk Customer
Alyssa Edelman

“Before Pathlight, agents had to wait until their 1-on-1 with their manager to understand the impact of their performance from previous weeks. Now they are empowered to take more responsibility for their own performance because they have full visibility into their metrics.”

Alyssa Edelman
Director of Customer Support
Zendesk Customer

Say goodbye to siloed Zendesk metrics

Eliminate manual processes for consolidating performance metrics across Zendesk Support, Chat, Talk, Sell, and third party support systems. 

Centralize performance management by unifying data into a single view and get realtime, actionable insights to fuel performance.

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Set goals and measure performance in realtime

Streamline your metrics from Zendesk and other tools into one system of record for metrics and coaching. 

Equip every frontline employee and manager  with realtime insights on individual and team performance and provide clarity on the path to success from day one. Track and set goals for CSAT, quality, FCR, AHT and more.

Go beyond Zendesk Support CSAT

CSAT surveys alone does not give you a clear understanding of customer service performance. 

Monitor, analyze, and score the quality of every support interaction across Zendesk Support, Chat, and Talk using AI-enabled Quality Management.

AI enabled QA visualization
Workforce Optimization screenshot

Stay on top of support volume

Ensure the right number of agents, with the right skill sets, are staffed at the right time with intelligent workforce optimization.

Leverage performance insights and historical data to schedule, track, and forecast workforce needs across Zendesk Support, Chat, and Talk.  

Create a culture of excellence

Encourage behaviors, competencies, and characteristics that most closely aligned with your business. 

Gamify performance and celebrate wins through rewards and recognition using GIFts, Leaderboards, and Team Feeds.

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Employee status.
Employee status.
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Pair Eyewear Slashed SLAs and Increased CSAT with Pathlight

FAQs

How do I integrate with Zendesk?

To get started, contact our team to discuss the best Pathlight package for needs. You can chat with us online at pathlight.com or email us at sales@pathlight.com. From there, we will set up a quick call to better understand your needs and show you the Pathlight platform.

The Pathlight app is also available on the Zendesk Marketplace.

Is it difficult to integrate Zendesk with Pathlight?

Absolutely not. Pathlight has an out-of-the-box integration with Zendesk, so you can get up and running within hours and start using all Pathlight products including Performance Intelligence, Performance Management, Quality Management, and Workforce Optimization to manage your Zendesk teams and operations.

What Zendesk products can I integrate with Pathlight?

Pathlight is purpose-built to work with all Zendesk products including Zendesk Support, Zendesk Chat, and Zendesk Talk. Using our turnkey integration, you can quickly integrate metrics from relevant Zendesk products and start managing the performance, quality, and workforce of your Zendesk support team.

See Pathlight in action and learn how to boost team productivity and performance.

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