Zendesk brings embedded customer service tools to mobile apps

Customers who don't get help immediately will use another app, Zendesk said

Zendesk sees customer service as a way for its users to distinguish themselves from competitors and now allows them to bring that customer service advantage to their mobile, game and Web apps.

The company says a new feature, called Embeddables, will keep people in a mobile or Web app instead of having to exit the app and search for customer service contact information when a problem arises. By using the mobile SDK (software development kit) or Web widget, companies can embed features that allow users to have a real-time chat with a customer service agent, report an issue via a ticket submission or search a help guide. The company, which sells cloud-based customer service software, says that the SDK can be embedded with one line of code and a developer can add the Web widget with three clicks.

Customer service has been disconnected from the overall mobile and Web app user experience since the main way to get help entails leaving the app, said Sam Boonin, Zendesk vice president of product marketing. Users, though, expect the opposite, he added. Factor in the Internet of Things connecting devices to the Web and Zendesk predicts that people will want help functions easily accessible from apps on their devices.

"The idea is to provide customers with a native experience in their app," he said.

Customers expect help immediately and companies that can quickly offer a resolution have a better shot at retaining users when problems occur.

"Consumer trends show they're not willing to wait for help. If they can't get help, they'll switch to another app," said Boonin.

For companies, embedding help features provides them with the ability to capture customer information and app usage data that can improve a product, he said.

People who encountered a problem when playing a mobile video game from Gree International would have to use a function that launched the device's email app to send the company a line of code and customer information. That method, though, removed players from the game and allowed them to edit the email before they sent it, said Chris Tabasa, director of customer operations. That led to incomplete customer data and Gree wanted as much data as possible to improve the customer experience, he said.

By using Embeddables, players receive help from within the game and the company receives device and user information without relying on a person to send it. With this information Gree can determine if a problem is only occurring on Android devices, for example, Tabasa said.

Allowing people to resolve their problems from within the game allows Gree to stand out among other companies that develop free games, he said.

Embeddables, which launched Wednesday, is included in Zendesk's customer service platform and is available now to its 48,000 customers, the company said.

Fred O'Connor writes about IT careers and health IT for The IDG News Service. Follow Fred on Twitter at @fredjoconnor. Fred's e-mail address is fred_o'connor@idg.com

Join the newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection

Tags Zendeskmobile

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Fred O'Connor

IDG News Service
Show Comments

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

David Coyle

Brother PocketJet PJ-773 A4 Portable Thermal Printer

I rate the printer as a 5 out of 5 stars as it has been able to fit seamlessly into my busy and mobile lifestyle.

Kurt Hegetschweiler

Brother PocketJet PJ-773 A4 Portable Thermal Printer

It’s perfect for mobile workers. Just take it out — it’s small enough to sit anywhere — turn it on, load a sheet of paper, and start printing.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?