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.