Zendo Help Center | Client POV

Client POV

Paulina

Last Update 6 months ago

Once you invite your clients to join your workspace or they sign up when ordering your services for the first time, they’ll have access to your client portal. Learn more about inviting your clients to Zendo in this article.

By default, each of your clients gets a personal dashboard and 5 additional tabs on their side of Zendo, including Order, Requests, Subscriptions, Documents, and Files.

You can personalize their view completely, using external applications and changing the whole Client Portal sidebar.

We’ll go through each default tab to give you an overview of your clients’ POV when using Zendo, as well as go through the personalization options you can use to make your clients’ experience even more seamless.

Dashboard

Client’s dashboard gives them an easy overview of their recent requests, subscriptions, documents (quotes & invoices), and any shared files.

Onboarding

Your clients see are the onboarding cards you designed to help them understand how to use the platform. Read this article to learn how to create onboarding cards.

All onboarding cards are shown on clients' dashboards. If there's more than one onboarding card, the newest one appears at the top.

Each onboarding card may include:

1. Featured Image: a visual to grab attention and provide context,

2. Copy: clear info that explains what clients need to do or understand,

3. Checklists: to-do lists that help clients track progress,

4. Links to Further Resources: cards may include links to detailed articles or videos for more info.

Clients can:

1. Preview uploaded files: easily view files directly from the card without leaving the dashboard,

2. Download uploaded files: documents or resources can be downloaded directly from the card,

3. Tick off items of the checklist: as clients complete tasks, they can check them off to keep track of progress.

4. Move the card to the bottom: move a card to the bottom of their dashboard if it's not immediately relevant.

5. Close the card: once a card is no longer needed, clients can close it to remove it permanently.

Order

The next tab your clients get is the Order tab, which gives them easy access to your Service Catalog. There, your clients can order new services.

If you have only one service enabled on the Service Catalog, the Order tab will show the detailed order page for that service.

Requests

The next tab your clients see in their client portal is the Requests tab where they see all the requests they've placed.

This is the place for your clients to chat with you and your team when viewing the requests in the List view, to get an easy overview of the work done using the Table and Kanban views, and to place new requests.

Your clients can also filter all their requests using different parameters, such as by read/unread messages, searching by specific service, and more.

You can decide which view will be default one for your clients in Workspace → General → Essentials.

If you want to learn more about filtering & Requests, read this article.
If you want to learn more about Zendo’s real-time chat, read this article.

Messages

In the Messages tab, your clients can exchange messages with you outside of the Requests. They can:

Send messages that will be visible to all chat's participants,
Directly reply to messages to ensure the proper flow of conversation,
Copy message URL to easily share it,
Edit and delete their own messages,
Upload files, download them, and view them all in the "Files" tab.

Organisation members share the Messages tab, meaning everyone can see all the messages and take part in discussions.

Read this article to learn more about Messages.

Subscriptions

In the Subscriptions tab, your clients get an overview of their subscriptions to your services.

This tab gives an overview on the most important information surrounding subscriptions, including their state, price, date of the next payment, cancellation date, or details of the used limits on requests.

This tab also comes with some essential actions for subscriptions, including submitting new subscription requests, updating the payment method, canceling or pausing the subscription, or checking on the connected Requests and invoices.

Documents

The next tab, Documents, gives your clients an overview of their quotes & invoices, along with their states. They can also download them, view them in full, and view the connected Requests.

Files

The last tab, Files, gives your clients quick access to any files shared on Zendo.

Submitting Requests

Service Catalog And Stand-Alone Order Forms

Your clients can submit their requests in four places:

1. In the Service Catalog, which is available in the Order tab, but can also be embedded on your website or shared through a link. Read this article to learn more about the Service Catalog,

2. In Zendo's Client Dashboard, which is only accessible to logged in clients; by selecting the "Order service" button to reach the Service Catalog or the "Submit request" button (for subscription-based services & free services).

3. In Zendo's Requests tab, which is only accessible to logged in clients; they can submit a request by selecting the "Submit request" button (for subscription-based services & free services).

4. In a standalone Order Form that you can share with your clients through a link. Read this article to learn more about Order Forms.

Notifications

Your clients can receive notifications about different actions, messages, or issued documents. The notifications may show up directly in app, be sent via email, or appear as web browser popups.

Your clients can manage their own notifications or you can do that for them through impersonation.

To manage notifications:

1. Select Account Settings on the left-side panel, towards the bottom left corner,

2. On the new tab, switch to the Notifications settings,

3. There, you can tick on and off boxes to personalize notification settings to their preferences, including enabling web browser notifications.

Or:

1. Select the Notifications tab on the left-side panel,

2. In the popup window, select the cog icon,

3. On the new tab, switch to the Notifications settings,

4. There, you can tick on and off boxes to personalize notification settings to their preferences, including enabling web browser notifications.

Account Settings

Your clients can also easily update their personal information and billing details in the General and Billing tabs of the Account Settings.

The General tab is the place for your clients to update their basic information, such as first or last name, display name, company name or position. As well as to change their password, add a profile picture, or delete their account.

The Billing tab gives your clients the space to easily update their invoice details, including their name, company name, address, or tax ID.

Zip code, country, and either first & last name or company name are required information, necessary to send quotes and issue invoices for this client. Read this article to learn more about invoices. To learn about sending quotes, read this one.

Client View Personalization Options

Take a few steps to personalize your clients’ experience and harmonize it with your branding.

Basic Personalization

Basic personalization includes:

setting up a custom domain,
setting up a custom email domain,
changing the accent color of clients' workspace,
adding your logo to the app,
changing the email footer,
customizing the sign up and log in pages,
customizing the Terms of Service link,
removing the ‘Powered by Zendo’ badge, and,
embedding external applications,
customizing the client portal sidebar.

Further reading:

💬 white-label 💬 custom domain 💬 custom email domain 💬 external apps 💬 sidebar customization

Highlight The Order Button

You can highlight the "Order new service" button to make it more eye-catching. By doing so, its color will change to your chosen accent color. To learn more about accent colors, read this article.

To highlight the button, select the Workspace tab on the left-hand side panel and choose General from the drop-down menu. On the new page, stay in the Essentials tab and scroll down to the Client dashboard settings section. There, you can:

1. Choose to display or hide the 'Submit request' button on the client's dashboard by toggling the button,

2. Choose to display or hide the 'Order Service' button on the client's dashboard by toggling the button.

In both cases, you can enter the text that will appear on the buttons, as well as tick on or off a box to use an accent color.

Personalized Help Center

You can include a link to your own help center or remove the link entirely from your client's workspace.

To learn more about personalizing your help center, read this article.

Custom Chatbot

Another way to personalize your clients’ experience is to customize the Zenbot, Zendo's chatbot. You can set the chatbot's name and add your own avatar to make it appear more friendly and in tone with your brand.

To learn how to customize your Zenbot, read this article.

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