Airkit and Zendesk: The PCI Compliance Kit
Welcome customer-obsessed teams!
Today’s customers’ expectations for digital experiences are higher than ever before. Not only do people want to make purchases online quickly, but they’re also more sensitive about data privacy.
The relationships between brands and customers are longer-lived, with brands in control of sensitive information and even privy to private areas of customers’ lives. Each interaction, no matter how small it may seem, has the potential to make or break essential trust.
Airkit can help you navigate these high expectations. Our automation platform empowers your CX team to create tailored digital customer experiences. The days of waiting for engineering resources are over.
Using Airkit Studio, your team can create PCI-compliant phone, chat, and email customer journeys seamlessly integrated with Zendesk. Our pre-built template allows you to process credit card payments easily and securely across any channel and device. For Zendesk customers, compliance is just five minutes away.
Compliance Kit Benefits
Here are some of the things you can accomplish with our user-friendly template.
Agent-Initiated Functions from Zendesk Support and Sell: Agents can send secure links across channels like SMS, email, and WhatsApp. These secure links lead customers to a web-based application where they can safely input payment information.
For the customer, this process is painless and intuitive. Meanwhile, you can rest easy knowing that agents are staying compliant, even in a remote-work environment.
IVR Call Deflection from Zendesk Talk: Think of how many payment-related calls flood your contact center. Imagine all those calls being deflected into a digital self-service option. Customers can make payments as well as upgrade subscriptions and get confirmation details.
This type of experience drastically reduces hold times, which equates to more satisfied customers. On the other hand, agents can focus on the kind of high-value problems that customers can’t solve alone.
Payments in Minutes: Airkit integrates with all modern payment providers, including Stripe, Braintree and Adyen. For your team, this means you can quickly deliver new payment methods to your customers.The Airkit platform is designed to help you make experiences as convenient as possible and adapt to evolving customer needs.
Reporting Directly from Zendesk: The Airkit and Zendesk integration ensures agents are automatically alerted when a customer payment is complete. The agent can stay on top of the evolving customer journey while being removed from sensitive personal data. This solution is the best of both worlds.
See It for Yourself:
Check out this digital experience our team created and launched in less than a day.
Our example is a hypothetical luxury car rental company. Let’s pretend this customer needs to update payment information and review the terms and conditions of their subscription service. Keep in mind this digital experience can be launched directly from a link within an SMS.
As you can see, customers have the option to review terms and conditions as well as update payment information right from this mobile experience. Reviewing a document like this isn’t anyone’s idea of a fun time, but at least it can be done quickly and easily.
Next, the customer can also review the details of their subscription plan. The company has a great opportunity to up-sell or cross-sell here.
Updated customer information can be added here as well. Remember, this is a secure link, and contact center agents will never see this data.
Lastly, the customer has the option to submit feedback directly to the company.
Here is the payment link generator view from the agent’s perspective.
Next, you can see the agent stays informed of the customer’s progress through this journey. All the data gets transferred to Zendesk without any additional effort.