If you’re eating at a restaurant and there’s something wrong with your meal, what do you do? You don’t get up and walk into the kitchen—you stay in your seat, talk to your waiter, and it’s taken care of. Why should customer service online be any different? Why should you have to exit your mobile app or video game or web page and go somewhere else if you need help or have a question?
It’s not that consumers are lazy—we’re just busy, and we want to get the assistance we need in context, right where and when we need it. According to Gartner, 35% of all customer support will take place on a mobile device by 2017, and companies are on the hook for finding ways to embed support directly into their Web and mobile experiences. Because when playing a game, buying a razor, or booking a car online, customers sometimes run into problems or just need more information. And we all know that when we get kicked out of the app or game we’re in and have to go somewhere else to get what we need, we often never return to book that car or buy those virtual dragons.
Stay where you are
At Zendesk, we believe that the customer experience should be as frictionless as possible. And that’s the impetus behind the new Zendesk Embeddables: customer service embedded right into the native environments where customers and users spend most of their time. It’s all about contextual support, which not only provides a more natural and convenient experience for users, it allows companies to trace the source of issues and even proactively reach out before issues come up.
Even better, Embeddables capture information in context, like what device or app version the customer is using, saving time and frustration—both for customers and agents on the company side.
How does it work?
Zendesk Embeddables give in-experience access to Help Center, tickets, and chat. These Zendesk features are embedded natively in the apps and sites where customers are actively engaged—so they can stay there.
Zendesk customers—the companies that use Zendesk to provide service to their customers—get access to Embeddables for their apps and sites via the Zendesk API and the all new Zendesk Web widget and mobile SDKs (for both Android and iOS).
With Zendesk Embeddables, companies can provide customer service in various ways, including:
- Customer self-service support: By embedding the widget, users can seek self-service by searching articles in the Help Center knowledge base right from within the app or experience. No need to search online for a how-to video or search the internet for answers.
- Ability to submit help requests without switching to email: Great companies don’t just sit and wait for their customers to submit tickets. They use the mobile SDK to embed their support in the native environment, putting help at their customers’ fingertips.
- Live chat: Users can proactively chat with customer service agents from within an app or preferred channel. When agents receive the live chat, they have additional context —like what plan a customer has, the app version they’re using—to help solve the customers’ issues faster and more efficiently.
- Give feedback on the app before rating it: With the Rate My App feature, customers can provide feedback before they rate the app. This gives companies a way to receive feedback and proactively reach out to their customers to resolve potential issues in advance.
Zendesk Embeddables are available to Zendesk customers at no cost and are simple for developers to embed.