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

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