Story image

Zendesk takes customer service to apps and websites with Embeddables

04 Dec 14

Zendesk Embeddables, announced this week, is a suite of features that increase customer support and engagement on mobile and web platforms.

A new mobile software development kit (SDK) and web widget enables organisations to offer self-service through help centres, ticket submissions and real time chat. Customers can use these features with their preferred mobile apps and online channels, without having to leave the current app, game or site they are in.

Gartner has predicted by 2017, 35% of customer support will take place on a mobile device. Adrian McDermott, Zendesk, senior vice president of product development, says “We envision a future where service and engagement are immersed in the customer experience.”

“Zendesk’s mission is to help organisations build long-term relationships with their customers. Embeddables strengthen those relationships by putting engagement with customers directly in the right place at the right time, while giving agents more context to personalise their interactions,” he says.

Customer service agents will also be supplied with more context in their customer interactions in order to personalise support.

GREE International, the global mobile social gaming company and makers of games such as Modern War and Crime City, is using Zendesk Embeddables in order to provide mobile gamers with support and customer service.

“Engaging with players in-game is one of the key components for great customer service,” says Chris Tabasa, GREE International, director of consumer operations.

“Gamers don’t want to leave the game to submit a service request or look up the answer to a question. Zendesk’s mobile SDK helps us keep our gamers gaming, which is good for GREE and for our customers.”

Slack, Kixeye, Getaround and SwiftKey are other companies using Embeddables.

Report finds GCSB in compliance with NZ rights
The Inspector-General has given the GCSB its compliance tick of approval for the fourth year in a row.
Preparing for e-invoicing requirements
The New Zealand and Australian governments are working on a joint approach to create trans-Tasman standards to e-invoicing that’ll make it easier for businesses in both countries work with each other and across the globe
5c more per share: Trade Me bidding war heats up
Another bidder has entered the bidding arena as the potential sale of Trade Me kicks up a notch.
Hootsuite's five social trends marketers should take note of
These trends should keep marketers, customer experience leaders, social media professionals and executives awake at night.
Company-X celebrates ranking on Deloitte's Fast 500 Asia Pacific
Hamilton-based software firm Company-X has landed a spot on Deloitte Technology’s Fast 500 Asia Pacific 2018 ranking - for the second year in a row.
Entrepreneur reactivates business engagement in AU Super funds
10 million workers leave it up to employers to choose their Super fund for them – and the majority of employers are just as passive and unengaged at putting that fund to work.
Tether: The Kiwi startup fighting back against cold, damp homes
“Mould and mildew are the new asbestos. But unlike asbestos, detecting the presence – or conditions that encourage growth – of mould and mildew is nearly impossible."
Capitalising on exponential IT
"Exponential IT must be a way of life, not just an endpoint."