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Posted Thursday, April 20, 2017 by CHRISTIAN HARGRAVE, Assignment Editor
Customers today expect help when they hit a customer experience snag, even if that is the middle of their commute or when they’re standing in a coffee line. Gartner forecasts that this year, 35% of all customer support will take place on a mobile device, an increase of 300% over 2014.
In response to this customer demand, Zendesk has launched the first customer service SDK on Google Fabric, the mobile app developer platform recently acquired from Twitter.
Now, mobile app developers can install in-app customer service support within minutes. The Zendesk kit lets developers add customer self-service, messaging, and app review prompts right into apps. Metrics about how many users interact with self-service content, start a conversation, or leave an app review are also displayed in the Fabric dashboard.
In-app customer support can be a daunting task that falls to the bottom of the priority list for many companies. According to IDC, the CRM applications market is forecast to reach a staggering $44.2 billion by 2020. With the proliferation of apps and mobile devices today, customers expect to get help in the context of what they’re doing whether ordering food on a mobile app, playing a game, or buying something on their smartphone. Service and engagement need to be embedded everywhere for the best customer support experience.