Zengage, The Zendesk Blog

Mobile Apps in the Enterprise Are the Future

Your laptop isn’t irrelevant yet, but it might be soon. Sales of web-enabled smartphones, tablets, and e-readers have surpassed web-enabled laptops, notebooks, and desktop computers.

By 2016, the number of mobile apps downloads are estimated to reach 44 billion and the worldwide online app market is expected to grow from approximately $6.8 billion in 2010 to $25 billion by 2015.

Mobile apps in the business sphere is the future. Decision makers now see that these tools increase productivity, reduce paperwork, and increase revenue in ways other devices simply cannot. It’s why we released today’s updates to our iPhone and iPad help desk software mobile apps, and why we will continue to improve and build upon these apps, as well as our Android and Blackberry mobile apps.

It’s time to go mobile.

Mobile Apps Help Desk Software

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  • http://www.facebook.com/fuzesocial Chuck Van Court

    What exactly are you suggesting with these statistics as it relates to providing customer care, especially relative to smart phone usage?

    It is certainly clear that extending content to allow consumers to help themselves and to request assisted support is relevant for SOME types of customer care situations  (which one’s do you believe are relevant),  but are you also suggesting that allowing support staff to use their smart-phone to support customers is important for most companies?

    • http://www.zendesk.com Dave, Zengage Editor

      These stats are about general mobile usage, not necessarily help desk. The relation to support is two-fold: first, companies have to cater to a growing mobile audience and then support those users and the tools they create for that audience (apps have their own issues, FAQs, etc). Second, the ability to support customers on mobile devices (especially tablets) means that users are never out of reach from their support desk, which helps them spot/resolve issues that might otherwise go unanswered for some time.

      However, its importance depends on the organization.

    • http://www.facebook.com/fuzesocial Chuck Van Court

      Support for tablets is very different than support for smartphones.  I do agree that many support staff may get great value using tablets, but very few companies have much real business need for providing support staff with the ability to complete admin and/or CSR tasks using their smartphone.  Support operations with very small staffs could certainly be an exception to this.

      Even with regards to providing support for end-users (consumers), smartphone usage for gaining self-service and assisted-service is generally limited to those situations where the consumer is out and about and needs to obtain support.

      If one did not know better, a person could easily infer from this article and infographic that they would be wise to extend smartphone access for customer care to admins, CSRs and end-users, which is just not the case for most use cases. 

    • http://www.zendesk.com Dave, Zengage Editor

      Chuck, 
      Seems like we’re talking about different things. This infographic is about growing mobile usage among consumers and employees, and how/why people are using mobile. It’s not about customer support.Yes, businesses (will) have to support mobile users who browse their site on their phones or use a dedicated mobile app. How they do that–the platform their customer support staff uses–differs for each business. Customer support’s use of a mobile app to resolve issues is separate from the need to support their mobile users.Each organization will choose how they support mobile users. We simply provide an app should they want to do so.Are we back on the same page?

    • http://www.facebook.com/fuzesocial Chuck Van Court

      Dave:  Thanks for your replies.

      The article’s focus is clearly different than what I am commenting on, but I am sure you and other readers can see how one may come to the misguided conclusions I have referred to, regardless of the intentions of the article.

      I see the same confusion being created with businesses when vendors proclaim that FB has 500M+ users and businesses have to “be where your customers are”, but fail to discuss the clear options of treating these social networking sites as either access points or channels, which have very different implications.

  • mobileappdevelopment

    thanks for sharing this interesting post. itsa ging to help alot