Contact Center Solutions Featured Article

MobiHelp Streamlines Customer Support for iOS Applications

November 09, 2012

As the number of consumers relying on their mobile device to stay connected, the number of interactions to deliver customer support is only expected to rise. The challenge has traditionally been the delivery of poor customer care within mobile applications. Freshdesk is hoping to change that with the debut of its free mobile SDK for iOS developers, the MobiHelp.

Freshdesk, known as the fastest growing customer support platform available in the cloud, designed MobiHelp to address the customer support problems currently plaguing the industry. Users currently have more than 750,000 iOS apps to choose from and if ease of use and real-time feedback are lacking or non-existent, deletion is more common than viral adoption.

In fact, when consumers become frustrated with the performance of an app, they often go to the iTunes store to share their frustration. Low ratings, complaints and bad reviews are shared, yet developers can’t always ascertain from the comments what issues actually need to be fixed. To address this challenge, Freshdesk reengineered and streamlined MobiHelp to deliver a comprehensive help desk platform that is easy to use within iOS applications.

“Consumers don’t spend much time trying to figure out apps. If they don’t get it within the first few minutes, chances are they’re never coming back,” said Zach Baker in a recent press release. Baker is with Ultragalactic Corporation, a current Freshdesk customer. “With MobiHelp, we get to share solutions with our users, and they can talk to us directly from the app.”

Developers are often working within tight budgets, creating an opportunity for SDK solutions that offer competitive pricing. Freshdesk MobiHelp is free and within the freemium pricing mobile, the first agent is free forever. App developers easily download the MobiHelp SDK, integrate it with their own apps and then start supporting customers immediately through Freshdesk without using a credit card.

The MobiHelp SDK is easily integrated into the Freshdesk help desk with just a single line of code. All of the powerful customer care capabilities inherent in Freshdesk to allow for the automation of workflows are readily available. Developers will also be able to easily identify critical issue area and complete conversation loops.

User feedback is converted into support tickets for developers to mark status and manage progress. MobiHelp also pulls in the device and app ID for access to fine-grained details. The SDK also monitors for crashes and sends the developer an automatic crash report, aggregated along with customer support tickets coming from within the application. Plus, developers can proactively engage with users on social media channels.

“Smart devices and social media together have been able to connect people across the globe and break geographic barriers. Yet, users need to create new logins, use different tools and generally jump through hoops just to give feedback to developers for apps they use every day,” said Freshdesk CEO, Garish Mathrubootham. “Freshdesk MobiHelp brings the critical piece of user engagement right inside the app, and bridges the gap between iOS developers and the users of their apps.”

The demand for apps is expected to continue to grow, but those unable to perform to the user’s satisfaction will have a very short life. Developers with long-range goals need to consider the importance of customer support and what that experience can mean for viral success.


Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!